Support Policy, September 2014

Last updated: September 9, 2014. To see what has changed, click here.

1. Support is only available in English and for versions of the Software identified by MongoDB, Inc. ("MongoDB") as Stable Releases.

2. Customer agrees to: (i) provide MongoDB with reasonable detail of the nature of and circumstances surrounding the Error, and (ii) provide MongoDB with reasonable access to Customer's environment as necessary to enable MongoDB to provide Support.

3. The terms of Support for each product are defined below. Existing customers for the Standard, Enterprise and Developer subscription tiers can continue to enjoy the benefits provided by Core, Advanced and Development Support respectively; customers of the Basic subscription can continue to enjoy the benefits provided by Production Support, with the exception of Level 1 (Blocker) issues which are addressed within the first 4 hours rather than the first 2.

When Customer reports a problem or asks a question of MongoDB Support, a ticket is opened with an associated severity. The severity definitions are listed below.

Severity Level

Initial Response Goals: MongoDB Enterprise Advanced – Support

Initial Response Goals: MongoDB Enterprise Core – Support

Initial Response Goals: Production Support

Initial Response Goals: Development Support

1 – Blocker

Due to an Error in a production environment, the Software is down or seriously impacted, or the Customer data is lost or destroyed, and there is no workaround currently available.

1 hour

(24 x 7)

(Telephone call must follow opening of online ticket; see #5 below.)

1 hour

(24 x 7)

(Telephone call must follow opening of online ticket; see #5 below.)

2 hours

(24 x 7)

(Excludes Development Support)

Not applicable for Development Support

2 – Critical

Due to an Error, the Software is moderately affected. There is no workaround currently available or the workaround is cumbersome to use.

1 hour

(24 x 7)

(Telephone call must follow opening of online ticket; see #5 below.)

2 hours

(24 x 7)

(Telephone call must follow opening of online ticket; see #5 below.)

4 hours

(24 x 7)

4 hours

(9am - 6pm Local Time*)

3 – Major

The Error is not critical - no data has been lost, and the system has not failed. The Error has been identified and does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround.

4 hours

(9am - 6pm Local Time)

4 hours

(9am - 6pm Local Time)

8 hours

(9am - 6pm Local Time)

8 hours

(9am - 6pm Local Time)

4 – Minor/Trivial

Non-critical Errors, general questions, requests for enhancements to the Software.

24 hours

(9am - 6pm Local Time)

48 hours

(9am - 6pm Local Time)

48 hours

(9am - 6pm Local Time)

48 hours

(9am - 6pm Local Time)

* Local Time is a primary time zone specified by you.

4. MongoDB has no obligation to provide any Support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by MongoDB, (ii) if Customer or a third party has altered or modified any portion of the Software, (iii) if Customer has not used the Software in accordance with Documentation or instructions provided by MongoDB, including failure to follow implementation procedures, or (iv) if Customer has failed to replace earlier versions of the Software with Updates made available to Customer.

5. MongoDB Enterprise Advanced and MongoDB Enterprise Core Customers must contact the MongoDB Technical Support number at +1 646-201-9247 / +44 (0)20 300 49321 immediately after opening a Blocker or Critical online ticket in order to facilitate a prompt response.

6. MongoDB Enterprise Advanced, MongoDB Enterprise Core, and Production Support include unlimited phone and web support. Development Support includes unlimited phone and web support for teams of up to ten (10) members.

7. MongoDB only provides Support for the Stable Versions of the Software. Support is effective immediately upon the release of a new Generally Available (“GA”) stable version of the Software, and Support will be in effect for a period of eighteen (18) months after this release date or one year from the release date of the next Update (excluding Maintenance Versions), whichever is longer. As part of Support, MongoDB may provide Updates. The lifecycle schedule can be found below, and it is applicable to Minor Versions and Major Versions of the Software. It is NOT applicable to Maintenance Versions of the Software.

Release

Release Date

End of Life Date

MongoDB 1.0

Feb-09

Aug-10

MongoDB 1.2

Dec-09

Jun-11

MongoDB 1.4

Mar-10

Sep-12

MongoDB 1.6

Aug-10

Feb-12

MongoDB 1.8

Mar-11

Sep-12

MongoDB 2.0

Sep-11

Mar-13

MongoDB 2.2

Aug-12

Feb-14

MongoDB 2.4

Mar-13

Apr-15

MongoDB 2.6

Apr-14

Oct-15

8. MongoDB provides Support for MMS On-Prem Software effective immediately upon the release of a new Generally Available (“GA”) stable version of the MMS On-Prem Software, and Support will be in effect for a period of twelve (12) months after the GA date.

Release

Release Date

End of Life Date

MMS 1.0

-

Jul 14

MMS 1.2

Jul 13

Jul 14

MMS 1.3

Dec 13

Dec 14

MMS 1.4

April 14

April 15

9. Definitions.

"Customer" means the person or entity that purchases Support from MongoDB pursuant to an applicable agreement between Customer and MongoDB.

“Documentation” means the documentation made available by MongoDB with the Software, which may be modified from time to time.

"Error" means a reproducible failure of the Software to perform in substantial conformity with the specifications set forth in the Documentation.

“Software” means the MongoDB software and all Updates which MongoDB makes available.

“Stable Release” means a Minor Version designated with an even number (e.g., v 1.2).

“Support” means the level of support purchased by Customer as described in this MongoDB Support Policy.

“Update” means a Major Version, Minor Version or Maintenance Version of the Software made available by MongoDB as part of MongoDB Enterprise Core and MongoDB Enterprise Advanced. "Major Version" means a later version of the Software identified by a change in the digit to the left of the left-most decimal point (X.x.x); "Minor Version" means a later version of the Software identified by a change in the middle number in between the two decimal points (x.X.x); and "Maintenance Version" means a later version of the Software identified by a change in the digit to the right of the right-most decimal point (x.x.X).