Enterprise Software Support Policy

Customers can choose from three different SLAs – Silver, Gold, and Platinum.

Request Pricing Support portal

Couchbase Support will maintain business as usual during the current COVID-19 outbreak.
You should expect no interruption to your support services. Please contact us with any questions.

1. Subscription Tiers

 

Customers can choose from three different SLAs – Silver, Gold, and Platinum. Terms for each option are described below.

 

Silver

Gold

Platinum

Hours 10 x 5 24 x 7 24 x 7
Hours of Operation 7am - 5pm* 24 x 7 24 x 7
Support Channel Email, Web, Phone Email, Web, Phone Email, Web, Phone
Number of Cases Unlimited Unlimited Unlimited
P1 SLA 5 hours** 2 hours 30 minutes
P2 SLA 1 Business Day 5 hours 3 hours
P3 SLA
5 Business Days 3 Business Days 1 Business Day

*Within geo time zone, based on customer location: EST – Americas, East Coast; PST – Americas other than East Coast; GMT – EMEA; IST – APAC


**Within business hours
2. Version Support

 

2.1 Each Major and Minor Release will be supported for the longer of i) eighteen (18) months from its general availability release date; or ii) 6 months after the next Major Release. After this date the release will be considered to have reached End of Life (EOL) support. Beyond this point customers should have migrated all production instances to a fully supported version. Reasonable efforts technical support will continue to be provided for EOL versions for 1 year past the EOL date. After this time a customer should pursue any need for further product technical support with the sales account team. Any product issue newly identified in an EOL version will be scheduled for resolution in a version that is not in EOL status.

 

2.2 Maintenance Releases are used to support both Major Releases and Minor Releases. Couchbase will generally fix errors only in the most current Maintenance Release level of the Software. Couchbase’s support team will direct Licensee to existing fixes/patches and workarounds that are applicable to the reported case. Couchbase’s support team may direct Licensee to upgrade to a more current release of the Software.


2.3 Definitions. Couchbase Software versions are identified according to the following format: “x.y.z”. “Major Release” is identified by the “x” in the above example. “Minor Release” is identified by the “y” in the above example. “Maintenance Release” is identified by the “z” in the above example. “End of Life” means software which is no longer supported for the resolution of a newly identified product issue.


2a. This section 2a applies only to Couchbase Server version 5.0 (and subsequent versions), Couchbase Lite version 2.0 (and subsequent versions), Couchbase Sync Gateway version 2.0 (and subsequence versions).


2a.1 Each Major release will be supported for the longer of i) thirty (30) months from its general availability release date (“30 Month Floor”) or ii) 6 months after the next Major Release. After this date the release will be considered to have reached End of Life (EOL). Beyond this point customers should have migrated all production instances to a fully supported version. Reasonable efforts technical support will continue to be provided for EOL versions for 18 months past the EOL date. After this time the version is considered to have reached End of Support (EOS). If a customer is seeking assistance with a version that has arrived at EOS, it should be discussed with the sales account team. Any product issue newly identified in an EOL version will be scheduled for resolution in a version that is not in EOL status.


2a.2 Minor releases will contain many important fixes in addition to improvements and minor feature additions. Minor releases are considered to be part of the major release family. A Minor release does not extend the 30 Month Floor commitment noted in section 2a.1 above. For example the 5.0 release family is supported through 30 months of the GA date of 5.0. “In family minor releases such as 5.1, 5.2, 5.3, etc. are fully supported through 30 months of the GA date of the Major version 5.0. Note that Couchbase will cease to provide maintenance releases for any version in a major release family after 6 months of the following Minor or Major release.  


2a.3 Maintenance Releases are used to support both Major Releases and Minor Releases. Couchbase will generally fix errors only in the most current Maintenance Release level of the Software. Couchbase’s support team will direct customer to existing fixes/patches and workarounds that are applicable to the reported case. Couchbase’s support team may direct customer to upgrade to a more current release of the Software. Maintenance will cease for a given release 6 months after the successive maintenance release. For example maintenance releases for 5.0 (e.g., 5.0.1) will cease 6 months after the release of the next Minor release or Major release (in that example, 6 months after the release of 5.1 or 6.0).


2a.4 Definitions. Couchbase Software versions are identified according to the following format: “x.y.z”. “Major Release” is identified by the “x” in the above example. “Minor Release” is identified by the “y” in the above example. “Maintenance Release” is identified by the “z” in the above example. “End of Life” means software which is no longer supported for the resolution of a newly identified product issue.

 

 

3. General


3.1 Issues will be reasonably assigned an appropriate level (P1, P2 or P3) in agreement between Couchbase and our customer in line with the definitions of those priorities.

P1: Software failures on a production system that cause complete loss or severe outage of service, resulting in a mission-critical business application being down or non-operational.  

P2: Software failures on a production system that cause partial loss of service impacting business operations. Operations can continue in a restricted fashion and a workaround may be used to restore functionality. As to a non-production system, a software failure that causes a complete loss or severe outage of service where there is a time-sensitive impact to a planned production deployment.  

P3: All non-time sensitive requests including product functionality issues in Development or Test, feature requests and documentation clarifications.


3.2 Licensee acknowledges that the time required for resolution of issues may vary depending on the complexity of each problem, including, without limitation, the nature of the issue, the extent and accuracy of information available about the issue, and the level of Licensee’s cooperation and responsiveness in providing materials, information, access and support reasonably required by Couchbase to achieve issue resolution.


3.3 Support Exclusions. Couchbase will have no obligation to provide support services to Licensee in the event that (i) the Software has been changed, modified or damaged by Licensee or anyone other than Couchbase, (ii) the problem is caused by Licensee’s misuse of the Software, a hardware malfunction, or other causes beyond the reasonable control of Couchbase, (iii) the problem is due to or attributable to third party software or operating systems not provided by Couchbase (including APIs and data formats not included in the Software), or (iv) Licensee is not running a supported version. In addition, the support services do not include Licensee’s use of the Software other than described in the Documentation.

 

 

4. End of Life Schedule


(End of Life occurs after the last day of the "End of Life Date" month specified below)

4.1 Couchbase Server

Release

Release Date

End of Life Date

Couchbase Server 1.8.1 July 2012 December 2013
Couchbase Server 2.0 December 2012 June 2014
Couchbase Server 2.1 June 2013 December 2014
Couchbase Server 2.2 September 2013 March 2015
Couchbase Server 2.5 February 2014 December 2015
Couchbase Server 3.0 October 2014 April 2016
Couchbase Server 3.1 August 2015 February 2017
Couchbase Server 4.0 October 2015 April 2018
Couchbase Server 4.1 December 2015 April 2018
Couchbase Server 4.5 June 2016 April 2018
Couchbase Server 4.6 February 2017 August 2018
Couchbase Server 5.x October 2017 July 2020
Couchbase Server 6.x October 2018 December 2021

4.2 Couchbase Autonomous Operator

Release

Release Date

End of Life Date

Couchbase Autonomous Operator 1.0 August 2018 February 2020
Couchbase Autonomous Operator 1.1 November 2019 May 2020
Couchbase Autonomous Operator 1.2 May 2019 November 2020
Couchbase Autonomous Operator 2.0 May 2020 November 2021

4.3 Couchbase Lite and Sync Gateway

Release

Release Date

End of Life Date

Couchbase Lite 1.0.0 May 2014 November 2015
Couchbase Sync Gateway 1.0.0 May 2014 November 2015
Couchbase Lite 1.1.0 June 2015 February 2017
Couchbase Sync Gateway 1.1.0 June 2015 February 2017
Couchbase Lite 1.2.0 February 2016 August 2016
Couchbase Sync Gateway 1.2.0 February 2016 August 2017
Couchbase Lite 1.3.0 August 2016 March 2018
Couchbase Sync Gateway 1.3.0 August 2016 March 2018
Couchbase Lite 1.4.0 March 2017 April 2019
Couchbase Sync Gateway 1.4.0 March 2017 November 2018
Couchbase Sync Gateway 1.5.0 October 2017 April 2020
Couchbase Lite 2.x April 2018 April 2021
Couchbase Sync Gateway 2.x April 2018 April 2021

4.4 Couchbase Server SDK

Release

Release Date

End of Life Date

Java 1.4 April 2014 April 2016
Java 2.0 February 2015 February 2017
Java 2.1 May 2015 May 2017
Java 2.2 October 2015 October 2017
Java 2.3 June 2016 December 2017
Java 2.4 January 2017 July 2018
Java 2.5 September 2017 March 2019
Java 2.6 July 2018 December 2019
Java 2.7 October 2018 March 2021
Java 3.0 January 2020 July 2021

Release

Release Date

End of Life Date

.NET 1.3 December 2013 March 2015
.NET 2.0 October 2014 October 2016
.NET 2.1 June 2016 December 2017
.NET 2.2 October 2015 October 2017
.NET 2.3 June 2016 December 2017
.NET 2.4 February 2017 August 2018
.NET 2.5 September 2017 March 2019
.NET 2.6 July 2018 December 2019
.NET 2.7  October 2018 December 2020

.NET 3.0 

April 2020

October 2021

Release

Release Date

End of Life Date

Go 1.0 October 2015 October 2017
Go 1.1 June 2016 December 2017
Go 1.2 December 2016 June 2018
Go 1.3 September 2017 March 2019
Go 1.4 July 2018 December 2019
Go 1.5 October 2018 December 2020
Go 1.6

March 2019

September 2020

Go 2.0 January 2020 July 2021
Go 2.1 April 2020 October 2021

Release

Release Date

End of Life Date

Node.js 2.0 October 2014 October 2016
Node.js 2.1 October 2015 October 2017
Node.js 2.2 June 2016 December 2017
Node.js 2.3 January 2017 July 2018
Node.js 2.4 September 2017 March 2019
Node.js 2.5 July 2018 December 2019
Node.js 2.6 October 2018 December 2020
Node.js 3.0 January 2020 July 2021

Release

Release Date

End of Life Date

Ruby 1.3 November 2014 November 2016
Ruby 3.0    September 2020 March 2022

Release

Release Date

End of Life Date

C 2.4 September 2014 September 2016
C 2.5 May 2015 May 2017
C 2.6 May 2016 November 2017
C 2.7 December 2016 June 2018
C 2.8 August 2017 February 2019
C 2.9 May 2018 October 2019
C 2.10 October 2018 December 2020
C 3.0  January 2020 July 2021

Release

Release Date

End of Life Date

Python 1.2 January 2014 January 2016
Python 2.0 April 2015 April 2017
Python 2.1 June 2016 December 2017
Python 2.2 January 2017 July 2018
Python 2.3 October 2017 April 2019
Python 2.4 July 2018 December 2019
Python 2.5  October 2018 December 2020
Python 3.0 May 2020 November 2021

Release

Release Date

End of Life Date

PHP 2.0 September 2014 September 2016
PHP 2.2 July 2016 January 2018
PHP 2.3 May 2017 November 2018
PHP 2.4 September 2017 March 2019
PHP 2.5 July 2018 December 2019
PHP 2.6 October 2018 December 2020
PHP 3.0  January 2020 July 2021

Release

Release Date

End of Life Date

Scala 1.0  January 2020 July 2021

4.5 Couchbase Server Connectors

Release

Release Date

End of Life Date

Kafka Connector 3.2 October 2017 April 2019
Kafka Connector 3.3 May 2018 November 2019
Kafka Connector 3.4 October 2018 February 2021
Kafka Connector 4.0 August 2020  February 2022

Release

Release Date

End of Life Date

Elasticsearch Plug-in 2.5 May 2017 November 2018
Elasticsearch Plug-in 3.0 November 2017 May 2019
Elasticsearch Connector 4.0 October 2018 April 2020

Elasticsearch Connector 4.1

September 2019

March 2021

Elasticsearch Connector 4.2

October 2019 

April 2021

Release

Release Date

End of Life Date

Spark Connector 2.3 

 May 2019 

November 2020

Spark Connector 2.4 

 July 2019     

January 2021