Couchbase Enterprise Software Support Policy

This support policy (“Support Policy”) sets out the terms of support Couchbase will provide Customer in connection with Customer’s enterprise subscription to generally available versions of the Software (licensed under a valid Order) as long as Customer maintains a current subscription to Support. “Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting or custom development.

This Support Policy is part of and subject to the terms of the Couchbase Enterprise Subscription License Agreement or other agreement with Couchbase governing Customer’s use of the Software (collectively, “Agreement”). Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

Last updated: 11 December, 2020.


1. Support Subscription Tiers

1.1 Customers can choose to receive the initial response times for Support based on the support subscription tier Customer purchases as set forth in the table below:


Support Subscription Tiers by Severity Level

Severity Level Platinum Gold Silver

P1

Initial Response Time

Availability
30 mins


24x7
2 Hours


24x7
5 Business Hours


Business Hours only

P2

Initial Response Time

Availability
3 Hours


24x7
5 Hours


24x7
1 Business Day


Business Hours only

P3

Initial Response Time

Availability
1 Business Day
 

24hrs Business Days only
3 Business Days
 

24hrs Business Days only
5 Business Days


Business Hours only

“P1” means 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” means Software failures on a production system that cause a 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” means all non-time sensitive requests including product functionality issues in development or test, and documentation clarifications.

“Business Day” means Monday to Friday (other than a day designated as a national holiday within the Time Zone Support regions). 

“Business Hours” means 7AM to 5PM (local time of applicable Time Zone) on a Business Day.

“Time Zone” means the geographical time zone of one of the following Couchbase Support regions based on Customer’s location: (1) Americas other than East Coast = PST (UTC -8) or PDT (UTC-8), (2) Americas, East Coast =  EST(UTC -5) or EDT (UTC-4), (3) EMEA = GMT (UTC +0) or BST(UTC+1) and (4) APAC = India (UTC +5:30)



2. Support Requests

2.1 For Couchbase to provide Customer with any Support service, Customer must submit a support ticket via Couchbase support web forum or by phone. Only those personnel of Customer that are authorized to access and use the Software, or have administrative rights to the Software can submit a support ticket and work directly with Couchbase.

 

2.2 Customer shall  provide to Couchbase all of the following when logging the support ticket:

(i) reasonable detail of the nature of and circumstances surrounding the error and the Softwares failure to perform with the specifications set forth in the Documentation;

(ii) redacted Customer log files in accordance with Couchbase’s data redaction process; and

(iii) full details of the type of environment (ie.Testing / Development / Production) in which the Licensed Nodes are being used.

 

2.3 Customers who do not have a current Enterprise Software license subscription are not entitled to any Support services and will need to contact a Couchbase Sales representative.

 


3.Support Terms and Limitations

3.1 Support shall only be available in English and provided for those versions of the Software that are currently supported by Couchbase.

 

3.2 Couchbase will reasonably assess a Support priority according to the appropriate severity levels defined above. Couchase will confirm the severity level with Customer and will resolve any disagreement regarding the priority as soon as is reasonably practicable.  P1 severity level is not available for non-production environments.

 

3.3. Support is provided by Couchbase on a break-fix basis only using commercially reasonable efforts to resolve or restore the operation of the Software to its normal function where Customer experiences a technical problem with the Software. Couchbase does not proactively monitor Customer’s systems for technical issues, nor does it provide any guarantee to resolve a Support request within a specific or fixed period of time. Support for other issues including, without limitation, architecture design, performance tuning, Customer environment, feature requests and data migrations may be, at Couchbase’s discretion and subject to additional fees, directed to the Couchbase Professional Services team.

 

3.4 Full Maintenance (defined below) will be provided for the Software in accordance with the End-of-Life Schedule below (as updated from time to time). Couchbase reserves the right to direct a Customer to upgrade to a more current release of the Software in order to provide Support services.

 

3.5 If Customer has purchased the Software through a reseller, then the applicable agreement with that reseller shall apply for any applicable additional or different terms (for example, Customer’s first contact for support may be the reseller, rather than Couchbase).

 

3.6 Couchbase has no obligation to provide any Support to Customer:

(a) for any service, software, hardware or infrastructure (including APIs and data formats not included in the Software) that has not been provided by Couchbase to Customer as part of the Software;

(b) if Customer or a third party has in any way altered, modified or damaged the Software, or any portion thereof;

(c) if Customer has not used the Software in accordance with the Documentation or instructions provided by Couchbase;

(d) if Customer is not running a supported version of the  Software;

(e) where any failure to provide any Support or any unavailability of the Software is caused by (i) 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; (ii) any service, software, hardware or infrastructure not provided by Couchbase, or (iii) any actions or inactions from Customer or any third party, including Customer’s breach of the Agreement;

(f) if Customer does not provide Couchbase the log files as requested in this Support Policy or by the support team; and/or

(g) if Customer with subscriptions to multiple Software versions does not have valid Support service subscriptions for all of the licensed Software versions in Customers Software estate.


3.7 Notwithstanding Section 2.2, if and to the extent Customer does not redact log files or otherwise provides any personal data to Couchbase for processing in connection with any Support, Customer will execute and return to Couchbase at dpo@couchbase.com the Couchbase Customer Data Processing Addendum (the “DPA”) available at couchbase.com/enterprisedpa, and the terms of the DPA shall be incorporated into the Agreement.


4. Period of Availability of Support for Couchbase Software Versions

4.1 Support for the applicable Software will be available for the time periods specified in the table below:


Couchbase Software Release Type Full Maintenance Limited Support  End of Life
Couchbase Server version 5.0 (and subsequent versions)

Couchbase Sync Gateway version 2.0 (and subsequent versions)

Couchbase Mobile Lite version 2.0 (and subsequent versions)
Major

A period equal to the longer of i) 30 months from its General Availability Date; or ii) 6 months after the next Major Release version release.

18 month period commencing 30 months after General Availability Date.

48 months from General Availability Date

Couchbase Server version 5.0 (and subsequent versions)

Couchbase Sync Gateway version 2.0 (and subsequent versions)

Couchbase Mobile Lite version 2.0 (and subsequent versions)
Minor

A period equal to the shorter of 30 months from its General Availability Date of the Major Release version or 6 months after the next Minor Release version.

18 month period  commencing 30 months after General Availability Date of the Major Release version.

48 months from General Availability Date of the Major Release version.

Couchbase Autonomous Operator 

Couchbase Server SDK

Couchbase Server Connectors

Legacy Couchbase Software:

Couchbase Server version 4.6 (and prior versions)

Couchbase Sync Gateway version 1.5 (and prior versions)

Couchbase Mobile Lite 1.4 (and prior versions).
Major and Minor

A period equal to longer of i) 18 months from its General Availability Date; or ii) 6 months after the next Major or Minor Release version.

12 month period  commencing 18 months after General Availability Date of the Major or Minor Release version.

30 months from General Availability Date

“General Availability Date” means the date on which a new version of the Software is generally released by Couchbase for Customers to download. 

“Full Maintenance” means full maintenance of the Software, including break-fix assistance with issues related to the use of the Software within the specifications set forth in the Documentation, workarounds and Maintenance releases to resolve product issues. 

“Limited Support” means best effort support without any code fixes or security updates and generally provided where Full Maintenance  is no longer available.

“End of Life” means the Software is no longer supported by Couchbase.

“Major” means the Couchbase Software version identified by the number in the “X” position according to the following format: “X.y.z”.

“Minor” means the Couchbase Software version identified by the number in the “Y” position according to the  following format: “x.Y.z”. 

“Maintenance” means the Couchbase Software version identified by the number in the “Z” position according to the following format: “x.y.Z”. 


5. End of Life Schedule


5.1 The Software will receive Full Maintenance up to the last day of the month of the date specified in the table below. After this date only Limited Support will be provided until the Software End of Life date specified in the table below. The Software will become End of Life the day after the End of Life date specified in the table below.


Couchbase Server

General Availability

End of Full Maintenance

End of Life

Couchbase Server 6.6 Aug 2020 TBC
No earlier than Jan 2022
TBC
No earlier than July 2023
Couchbase Server 6.5 Jan 2020 Feb 2021 Aug 2022
Couchbase Server 6.0 Oct 2018 Jul 2020 Jan 2022
Couchbase Server 5.5 Jul 2018 Jul 2020 Oct 2021
Couchbase Server 5.1 Feb 2018 Jan 2019 Jul 2020
Couchbase Server 5.0 Oct 2017 Aug 2018 Feb 2020
Couchbase Server 4.6 Feb 2017 Aug 2018 Aug 2019
Couchbase Server 4.5 Jun 2016 Apr 2018 Apr 2019
Couchbase Server 4.1 Dec 2015 Apr 2018 Apr 2019
Couchbase Server 4.0 Oct 2015 Apr 2017 Apr 2018
Couchbase Server 3.1 Aug 2015 Feb 2017 Feb 2018
Couchbase Server 3.0 Oct 2014 Apr 2016 Apr 2017
Couchbase Server 2.5 Feb 2014 Dec 2015 Dec 2016
Couchbase Server 2.2 Sep 2013 Mar 2015 Mar 2016
Couchbase Server 2.1 Jun 2013 Dec 2014 Dec 2015
Couchbase Server 2.0 Dec 2012 Jun 2014 Jun 2015
Couchbase Server 1.8.1 Jul 2012 Jan 2014 Jan 2015

Couchbase Autonomous Operator

General Availability

End of Full Maintenance

End of Life

Couchbase Autonomous Operator 2.1 Dec 2020

TBC
No earlier than Jun 2022

TBC
No earlier than Jun 2023

Couchbase Autonomous Operator 2.0 May 2020 Nov 2021 Nov 2022
Couchbase Autonomous Operator 1.2 May 2019 Nov 2020 Nov 2021
Couchbase Autonomous Operator 1.1 Nov 2018 May 2020 May 2021
Couchbase Autonomous Operator 1.0 Aug 2018 Feb 2020 Feb 2021

Couchbase Mobile

General Availability

End of Full Maintenance

End of Life

Couchbase Sync Gateway 2.8 Oct 2020

TBC
6 months after next release

TBC
No earlier than April 2022

Couchbase Sync Gateway 2.7 Jan 2020 Apr 2021 Oct 2022
Couchbase Sync Gateway 2.6 Aug 2019 Jul 2020 Jan 2022
Couchbase Sync Gateway 2.5 Apr 2019 Feb 2020 Aug 2021
Couchbase Sync gateway 2.1 Aug 2018 Oct 2019 Apr 2021
Couchbase Sync Gateway 2.0 Apr 2018 Feb 2019 Aug 2020
Couchbase Sync Gateway 1.5.0 Oct 2017 Apr 2019 Apr 2020
Couchbase Sync Gateway 1.4.0 Mar 2017 Sep 2018 Sep 2019
Couchbase Sync Gateway 1.3.0 Aug 2016 Feb 2018 Feb 2019
Couchbase Sync Gateway 1.2.0 Feb 2016 Aug 2017 Aug 2018
Couchbase Sync Gateway 1.1.0 Jun 2015 Dec 2016 Dec 2017
Couchbase Sync Gateway 1.0.0 May 2014 Dec 2015 Dec 2016

Couchbase Mobile

General Availability

End of Full Maintenance

End of Life

Couchbase Lite 2.8 Oct 2020

TBC
6 months after next release

TBC
No earlier than April 2022

Couchbae Lite 2.7 Jan 2020 Apr 2021 Oct 2022
Couchbase Lite 2.6 Aug 2019 Jul 2020 Jan 2022
Couchbase Lite 2.5 Apr 2019 Feb 2020 Aug 2021
Couchbase Lite 2.1 Aug 2018 Oct 2019 Apr 2021
Couchbase Lite 2.0 Apr 2018 Feb 2019 Aug 2020
Couchbase Lite 1.4.0 Mar 2017 Oct 2018 Oct 2019
Couchbase Lite 1.3.0 Aug 2016 Feb 2018 Feb 2019
Couchbase Lite 1.2.0 Feb 2016 Aug 2017 Aug 2018
Couchase Lite 1.1.0 Jun 2015 Dec 2016 Dec 2017
Couchbase Lite 1.0.0 May 2014 Dec 2015 Dec 2016

Couchbase Server SDK

General Availability

End of Full Maintenance

End of Life

Java 3.1 Dec 2020

TBC
No earlier than Jun 2022

TBC
No earlier than Jun 2023

Java 3.0 Jan 2020 Jul 2021 Jul 2022

Java 2.7

Oct 2018 Mar 2021 Mar 2022
Java 2.6 Jul 2018 Jan 2020 Jan 2021
Java 2.5 Sep 2017 Mar 2019 Mar 2020
Java 2.4 Jan 2017 Jul 2018 Jul 2019
Java 2.3 Jun 2016 Dec 2017 Dec 2018
Java 2.2 Oct 2015 Apr 2017 Apr 2018
Java 2.1 May 2015 Nov 2016 Nov 2017
Java 2.0 Feb 2015 Aug 2016 Aug 2017
Java 1.4 Apr 2014  Oct 2015 Oct 2016

Couchbase Server SDK

General Availability

End of Full Maintenance

End of Life

.NET 3.1   Dec 2020

TBC
No earlier than Jun 2022

TBC
No earlier than Jun 2023

.NET 3.0 

Apr 2020

Oct 2021

Oct 2022
.NET 2.7  Oct 2018 Mar 2021 Mar 2022
.NET 2.6 Jul 2018 Jan 2020 Jan 2021
.NET 2.5 Sep 2017 Mar 2019 Mar 2020
.NET 2.4 Feb 2017 Aug 2018 Aug 2019
.NET 2.3 Jun 2016 Dec 2017 Dec 2018
.NET 2.2 Oct 2015 Apr 2017 Apr 2018
.NET 2.1 Jun 2015 Dec 2016 Dec 2017
.NET 2.0 Oct 2014 Apr 2016 Apr 2017
.NET 1.3 Dec 2013  Jun 2015 Jun 2016

Couchbase Server SDK

General Availability

End of Full Maintenance

End of Life

Go 2.2 Dec 2020

TBC
No earlier than Jun 2022

TBC
No earlier than Jun 2023

Go 2.1 Apr 2020

Oct 2021

Oct 2022

Go 2.0 Jan 2020 Jul 2021 Jul 2022
Go 1.6

Mar 2019

Mar 2021

Mar 2022
Go 1.5 Oct 2018 Apr 2020 Apr 2021
Go 1.4 Jul 2018 Jan 2020 Jan 2021
Go 1.3 Sep 2017 Mar 2019 Mar 2020
Go 1.2 Dec 2016 Jun 2018 Jun 2019
Go 1.1 Jun 2016 Dec 2017 Dec 2018
Go 1.0 Oct 2015 Apr 2017 Apr 2018

Couchbase Server SDK

General Availability

End of Full Maintenance

End of Life

Node.js 3.1 Dec 2020 

TBC
No earlier than Jun 2022

TBC
No earlier than Jun 2023

Node.js 3.0 Jan 2020

Jul 2021

Jul 2022

Node.js 2.6 Oct 2018 Mar 2021 Mar 2022
Node.js 2.5 Jul 2018 Jan 2020 Jan 2021
Node.js 2.4 Sep 2017 Mar 2019 Mar 2020
Node.js 2.3 Jan 2017 Jul 2018 Jul 2019
Node.js 2.2 Jun 2016 Dec 2017 Dec 2018
Node.js 2.1 Oct 2015 Apr 2017 Apr 2018
Node.js 2.0 Oct 2014 Apr 2016 Apr 2017

Couchbase Server SDK

General Availability

End of Full Maintenance

End of Life

Ruby 3.0    Sep 2020

TBC
No earlier than Mar 2022

TBC
No earlier than Mar 2023

Ruby 1.3 Nov 2014 Nov 2016 May 2017

Couchbase Server SDK

General Availability

End of Full Maintenance

End of Life

C 3.0  Jan 2020

TBC
No earlier than Jul 2021

TBC
No earlier than Jul 2022

C 2.10 Oct 2018 Mar 2021 Apr 2021
C 2.9 May 2018 Nov 2019 Nov 2020
C 2.8 Aug 2017 Feb 2019 Feb 2020
C 2.7 Dec 2016 Jun 2018 Jun 2019
C 2.6 May 2016 Nov 2017 Nov 2018
C 2.5 May 2015 Nov 2016 Nov 2017
C 2.4 Sep 2014 Mar 2016 Mar 2017

Couchbase Server SDK

General Availability

End of Full Maintenance

End of Life

Python 3.0 May 2020

TBC
No earlier than Nov 2021

TBC
No earlier than Nov 2022

Python 2.5  Oct 2018 Mar 2021 Mar 2022
Python 2.4 Jul 2018 Jan 2020 Jan 2021
Python 2.3 Oct 2017 Apr 2019 Apr 2020
Python 2.2 Jan 2017 Jul 2018 Jul 2019
Python 2.1 Jun 2016 Dec 2017 Dec 2018
Python 2.0 Apr 2015 Dec 2016 Dec 2017
Python 1.2 Jan 2014 Oct 2015 Oct 2016

Couchbase Server SDK

General Availability

End of Full Maintenance

End of Life

PHP 3.1 Jan 2021

TBC
No earlier than Jul 2022

TBC
No earlier than Jul 2023

PHP 3.0 Jan 2020 Jul 2021

 Jul 2022

PHP 2.6 Oct 2018 Mar 2021 Mar 2022
PHP 2.5 Jul 2018 Jan 2020 Jan 2021
PHP 2.4 Sep 2017 Mar 2019 Mar 2020
PHP 2.3 May 2017 Nov 2018 Nov 2019
PHP 2.2 Jul 2016 Jan 2018 Jan 2019
PHP 2.0 Sep 2014 Jan 2017 Jan 2018

Couchbase Server SDK

General Availability

End of Full Maintenance

End of Life

Scala 1.1    Dec 2020

TBC
No earlier than Jun 2022

TBC
No earlier than Jun 2023

Scala 1.0  Jan 2020 Mar 2021 Mar 2022

Couchbase Server Connectors

General Availability

End of Full Maintenance

End of Life

Kafka Connector 4.0 Aug 2020

TBC
No earlier than Feb 2022

TBC
No earlier than Feb 2023

Kafka Connector 3.4 Oct 2018 Feb 2021 Feb 2022
Kafka Connector 3.3 May 2018 Nov 2019 Nov 2020
Kafka Connector 3.2 Oct 2017 Apr 2019 Apr 2020

Couchbase Server Connectors

General Availability

End of Full Maintenance

End of Life

Elasticsearch Connector 4.2

Oct 2019 

TBC
No earlier than Apr 2021

TBC
No earlier than Apr 2022

Elasticsearch Connector 4.1

Sep 2019

Mar 2021

Mar 2022
Elasticsearch Connector 4.0 Oct 2018 Apr 2020 Apr 2021
Elasticsearch Plug-in 3.0 Nov 2017 May 2019 May 2020
Elasticsearch Plug-in 2.5 May 2017 Nov 2018 Nov 2019

Couchbase Server Connectors

General Availability

End of Full Maintenance

End of Life

Spark Connector 2.4 

 Jul 2019     

TBC
No earlier than Mar 2021

TBC
No earlier than Mar 2022

Spark Connector 2.3 

 May 2019 

Nov 2020

Nov 2021