Support Services
To the extent your agreement with Cockroach Labs includes Support Services which expressly refer to this Support Policy, this Support Policy is incorporated into and forms part of that agreement, and Cockroach Labs will provide you the Support Services described herein. If your Order with Cockroach Labs specifies that you have an active subscription to Premium Support, then Cockroach Labs will provide you with Premium Support Services; otherwise, Cockroach Labs will provide you with Standard Support Services only. For the avoidance of doubt, nothing in the Initial Response times or in this Support Policy guarantees full resolution of a reported Issue. All Support Services are generally available during Service Hours and are provided through the Support Center in English. Cockroach Labs may update this Support Policy from time to time by posting those updates to this page. Capitalized terms used but not defined herein shall have the definitions specified in your agreement with Cockroach Labs.
Support Initial Response Times
Target Initial Response times to Support Requests are set forth in Table 1, below:
Issue Priority | Target Initial Response Time | |
Standard Support | Premium Support | |
Priority 1 | 1 Service Hour | 0.5 Service Hours |
Priority 2 | 4 Service Hours | 2 Service Hours |
Priority 3 | 8 Business Hours | 8 Business Hours |
Priority 4 | 12 Business Hours | 12 Business Hours |
Table 1
Please note the following:
Support Requests for Issues arising under a Development License do not qualify for treatment as Priority 1 or Priority 2.
All Support Requests submitted for credit card-only customers will be designated as Priority 4.
Additional Premium Support Offerings
Premium Support includes the following:
- Designated Customer Success Manager
- Access to other technical specialists as required (e.g., Cockroach Enterprise Architect)
- Knowledge transfer workshops
- Technical assistance with application/operational support
- Dedicated Slack channel access
Requirements for Support Services
In order to provide the Support Services, Cockroach Labs requires that: (i) Support Requests include sufficient information and data to allow Cockroach Labs to readily reproduce all reported Issues, (ii) you provide Cockroach Labs with access to your personnel, equipment, systems, and data, as may be reasonably required by Cockroach Labs, (iii) you document and report all detected Issues to Cockroach Labs, and/or (iv) you reasonably cooperate in the diagnosis and resolution of the reported Issue. You acknowledge and agree Cockroach Labs will not be responsible for any limitations in its ability to provide Support Services which result from your failure to adhere to the foregoing requirements (as applicable).
You agree that you will properly and sufficiently train personnel in respect of the supported products, and that you will expressly identify and appoint a reasonable number of such trained individuals to serve as primary contacts for use of the Support Services (the “Authorized Contacts”). All use of the Support Services will only be initialized by the Authorized Contacts.
Exclusions
Cockroach Labs does not provide Support Services for Issues arising from: (i) use of any unsupported versions of Cockroach Labs software as per the Cockroach Labs Release Support Policy available at https://www.cockroachlabs.com/docs/releases/release-support-policy; (ii) any software or hardware or combinations with software or hardware not supplied or approved in writing by Cockroach Labs; (iii) modifications, integrations, or additions to CockroachDB implemented by anyone other than Cockroach Labs; (iv) any failure to adhere to your applicable agreements with Cockroach Labs or any applicable Cockroach Labs-published best practices or documentation; (v) Beta Features; or (vi) any non-Cockroach Labs negligence, misconduct, misuse, or willfully bad acts.
Definitions
“Business Days” means Monday through Friday, excluding US Federal Holidays.
“Business Hours” means 9am to 6pm Eastern US Time on Business Days.
“Initial Response” means an initial response back to a Support Center request which, at a minimum, acknowledges receipt of the request.
“Issue” means a failure of CockroachDB to perform in substantial conformity with the Documentation.
“Premium Support Services” means the Support Services described in this Support Policy, including the offerings listed under the section titled “Additional Premium Support Offerings,” and subject to the target Initial Response Times listed in Table 1 under “Premium Support.”
“Priority 1” means a production system or major application in production is completely unavailable or seriously impacted with no reasonable workaround.
“Priority 2” means a production system or major application is impacted in a way that could cause significant business impact if not corrected promptly, and there is no reasonable workaround.
“Priority 3” means a system or application is moderately impacted but is operating within acceptable service levels, or a reasonable workaround exists to keep the system operating within acceptable service levels.
“Priority 4” means an Issue that is not Priority 1, Priority 2, or Priority 3 (generally, non-critical issues, general questions, or enhancement requests).
“Support Center” means the Cockroach Labs online support portal available at https://support.cockroachlabs.com.
“Service Hours” means twenty-four (24) hours per day, seven (7) days per week, including US federal holidays.
“Standard Support Services” means the Support Services described in this Support Policy, excluding the offerings listed under the section titled “Additional Premium Support Offerings,” and subject to the target Initial Response Times listed in Table 1 under “Standard Support.”
“Support Policy” means this CockroachDB Support Policy.
“Support Request” means a request for support that is submitted to the Support Center.
“Support Services” means the product and services support that Cockroach Labs has agreed to provide to you.
“Workaround” means a method which can be used by you to avoid an Issue without substantially impairing your use of the Software or Services.