Changes to MongoDB Support Policy

Last Updated: October 9, 2018.

We made a typographical fix in Section 3.

We updated our Support Policy to include support for our new product, MongoDB Atlas Platinum.

We renamed MongoDB Atlas Professional to MongoDB Atlas Pro, and the support level has remained the same.

We renamed MongoDB Atlas Professional Advanced to MongoDB Atlas Enterprise, and the support level has remained the same.

We updated the Release dates for the following products and versions:

  • BI Connector 2.5, 2.6;
  • MongoDB Ops Manager 4.0

Last Updated: September 12, 2018.

We updated the Release dates for the following products and versions:

  • BI Connector 2.4;
  • MongoDB Compass 1.15

We updated the End of Life dates for the following products and versions:

  • MongoDB Server 3.4;
  • MongoDB Ops Manager 3.6;
  • BI Connector 2.1, 2.2, 2.3, 2.4;
  • MongoDB Compass 1.11, 1.12, 1.13

Last Updated: August 30, 2018.

We updated our Support Policy to reflect the availability of the latest releases of Compass.

Last Updated: June 27, 2018.

We updated our Support Policy to include MongoDB 4.0.

Last Updated: January 12, 2018.

We clarified customer obligations in Section 2.

We updated Section 5 to include all MongoDB customers that have purchased Support and clarified instruction on how to reach out to Support if a Blocker or Critical issue is filed.

We updated our Support Policy to include support for MongoDB Connector for Business Intelligence (“BI Connector”), and MongoDB Compass.

We deleted the “Prior Offerings” section as out-of-date.

Section 8 and Section 9 were updated to extend the support periods after release.

Last Updated: December 5, 2017.

We updated our Support Policy to include support for MongoDB 3.6 and Ops Manager 3.6, which were released for general availability on this date.

Last Updated: August 29, 2017.

We updated our Support Policy to include MongoDB Atlas Professional Advanced.

Last Updated: November 29, 2016.

We updated our Support Policy to include support for MongoDB 3.4 and Ops Manager 3.4, which were released for general availability on this date.

Last Updated: October 25, 2016.

We updated our Support Policy to reflect the availability of MongoDB Atlas Support for customers using MongoDB Atlas.

Last Updated: June 27, 2016.

We updated our Support Policy to update End of Life terms for Ops Manager.

Last Updated: December 9, 2015.

We updated our Support Policy to reflect new offerings associated with MongoDB 3.2.

Last Updated: October 15, 2015.

We updated our Support Policy to update the EOL for Ops Manager 1.8.

Last Updated: October 12, 2015.

We updated our Support Policy to update the EOL for MongoDB 2.4, MongoDB 2.6, and MongoDB 3.0.

Last Updated: August 3, 2015.

We updated our Support Policy to reflect the replacement of Production Support with MongoDB Professional, and the availability of Cloud Manager with MongoDB Enterprise Advanced and MongoDB Professional.

Last Updated: March 3, 2015.

We updated our Support Policy to include support for MongoDB 3.0 and Ops Manager 1.6, which were released for general availability on this date, and to reflect the renaming of MMS On-Prem as Ops Manager.

Updated: February 19th, 2015.

  • Availability times for Major and Minor/Trivial online tickets for customers of MongoDB Enterprise Advanced and Production Support has been updated to Monday - Friday, 9am to 6pm local time. Local time is the primary time zone as specified by the customer.
  • Availability times for Development Support updated to Monday - Friday, 9am to 6pm local time. Local time is the primary time zone as specified by the customer.
  • Production Support customers filing Blocker or Critical tickets must contact MongoDB Technical Support via telephone immediately after they file their ticket to facilitate a prompt response.

Updated: September 30, 2014.

We updated our Support Policy to include support for MongoDB Management Service, and to more clearly describe our support levels for subscriptions and products that we no longer actively sell but still support.

Updated: September 9, 2014.

We changed the initial response goal for severity level 1 issues to 1 hour for MongoDB Enterprise: Advanced.

Updated: August 4, 2014.

We updated our Support Policy to include our new product offerings called Production Support, Enterprise: Core, and Enterprise: Advanced. These names match our old names for Basic Subscription, Standard Subscription and Enterprise Subscription respectively. The support levels are the same, except we are making Production Support available on a 24x7 basis rather than 9am - 6pm, and with a 2 hour SLA instead of a 4 hour SLA.