Capella Cloud Service Support Policy

2. Support Level Requests, Terms and Limitations

2.1. Support Level Requests

• For Couchbase to provide Customer the Support Levels, Customer must submit a support ticket via the Cloud Control Plane. In the event the Cloud Control Plane is unavailable, a support ticket must be opened with the Cloud Service support team by emailing cloud@couchbase.com.
• Customer shall provide to Couchbase all of the following when logging a support ticket:
  1. reasonable detail of the nature of and circumstances surrounding the Error;
  2. reasonable access and cooperation as necessary to enable a diagnosis or resolution of any Errors including, if necessary, access to Customer’s Cloud Environment; and
  3. cooperation in the diagnosis and resolution of any Errors.
• Customers who have purchased the Enterprise or Developer Pro service plan as part of their Cloud Service subscription may contact Cloud Service technical support via the Cloud Control Plane (or via email in the event the Control Plane is unavailable). All other customers will only have access to the Couchbase forums for technical support or should contact a Couchbase sales representative to purchase a Cloud Service service plan.
• In each instance that Customer provides or uploads its log file(s) for inspection to the Cloud Service technical support team, Customer shall redact all personal data from such log file(s).
• Any log file(s) collected by the Cloud Service automatically will be redacted by default by the Cloud Service.

 
2.2. Support Level Terms and Limitations

• The Support Levels are only available in English and for the most current generally available releases of the Cloud Service.
• Couchbase has no obligation to provide any support for, and the Support Levels shall not apply to, Errors or issues arising from:
  1. any third-party service, software, hardware, infrastructure or other non-Couchbase element of the Cloud Environment (including third-party software, technology and equipment, or APIs not included in the Cloud Service);
  2. any modifications or alterations made by Customer or a third party to any portion of the Cloud Service or any other limitation created by Customer or a third party on Couchbase’s ability to deliver the Cloud Service as designed;
  3. Customer’s failure to use the Cloud Service in accordance with the Documentation or instructions provided by Couchbase, including following all implementation procedures or ensuring all changes performed by the Customer are actioned from the Cloud Control Plane;
  4. Customer’s failure to allow Couchbase to upgrade the Cloud Service to the most current generally available releases;
  5. factors outside of Couchbase’s reasonable control, including any natural disaster, epidemic, war, acts of terrorism, riots, government action, or any other force majeure event, or any actions or omissions by Customer or any third party, including Customer’s breach of the Agreement;
  6. non-generally available features or offerings in the Cloud Service.
• Customer acknowledges that the time required to resolve to a support request may vary depending on the complexity of the Error, including, without limitation, the nature of the Error, the extent and accuracy of the information available about the Error, and the level of Customer’s cooperation and responsiveness in providing materials, information, access, and support reasonably required by Couchbase.

3. Upgrades

The Cloud Service will attempt to move Customer to the most current generally available release of the Cloud Service.