Last Updated: December 9, 2021
We updated the SLA for S1 Atlas Platinum and S1 Atlas Enterprise subscription levels.
Last Updated: July 13, 2021
We divided our Support Policy into a new Software Support Policy and separate Cloud Services Support Policy. Those new policies apply to users running MongoDB versions 5.0 and higher. The Legacy Support Policy will continue to apply to MongoDB versions lower than 5.0 and we will deprecate that policy when we End of Life MongoDB 4.4.
In the new policies, we have updated the structure and organization to make them easier for you to read and understand. We also changed the versioning scheme to match our new quarterly release cycle and versioning beginning with MongoDB 5.0. And we adjusted the server support lifecycle to be more consistent and predictable, and to not be tied to the next release.
Last Updated: June 28, 2021
We have changed the URL for the Support Policy to https://www.mongodb.com/support-policy/mongodb. You can still access the Support Policy – along with our new MongoDB Atlas for Government Support Policy – from the landing page at https://www.mongodb.com/support-policy.
Last Updated: May 27, 2021
We extended the End of Life support date for MongoDB 4.0
Last Updated: December 15, 2020
We added the Release date for Compass 1.24. We also added the End of Life support date for Compass 1.23.
Last Updated: November 19, 2020
We updated the End of Life support date for Compass 1.16, Compass 1.17, Compass 1.18, Compass 1.19, Compass 1.20, Compass 1.21, Compass 1.22
Last Updated: November 18, 2020
We added the Release dates for Compass 1.22, Compass 1.23. We also added the End of Life support date for Compass 1.22
Last Updated: July 30, 2020
We updated the Release dates for MongoDB 4.4, Ops Manager 4.4, BI Connector 2.14. We also updated the End of Life support dates of BI Connector 2.13
Last Updated: May 22, 2020
We updated the End of Life support dates for MongoDB 3.6 and MongoDB 4.0
Last Updated: March 3, 2020
We updated Section 8 to reflect our new support policy on MongoDB add-ons or extensions to Ops Manager.
Last Updated: February 26, 2020
We updated the end of life support date for MongoDB Ops Manager 4.0 from TBD to August 2020.
Last Updated: February 06, 2020
We updated the SLA for S1 cases for Atlas Enterprise and Atlas Platinum subscription levels
Last Updated: November 3, 2019
We updated the Release dates and End of Life dates for the following products and versions:
Last Updated: August 13, 2019.
We updated our Support Policy to include MongoDB 4.2.
Last Updated: April 15, 2019.
We added a separate table listing all MongoDB Atlas Subscription Levels, apart from the MongoDB Subscription Levels table.
We updated our Support Policy to include our new support subscription, MongoDB Atlas Developer.
We reordered Sections 4, 5 and 6 and updated these Sections to include the policy updates for the newly added MongoDB Atlas Developer tier.
We also updated Section 5 to reflect the phone and web support policy for each subscription level.
Last Updated: April 10, 2019.
We updated the end of life support date for MongoDB Server 3.4 from September 2019 to January 2020.
Last Updated: January 30, 2019.
We updated Section 8 to reflect our new Rapid Release Support Policy for MongoDB Ops Manager.
We moved the support details for MongoDB Enterprise Tools, including the MongoDB Connector for Business Intelligence (“BI Connector”), MongoDB Compass, and MongoDB Spark Connector from Section 8 to Section 9.
We moved Definitions to Section 10.
We updated the definition for “Software” to include MongoDB Atlas and MongoDB Spark Connector.
We updated the definition for “Update” by breaking out the definitions for “Maintenance Version”, “Major Version”, “Minor Version”, and “Rapid Release”.
Last Updated: January 7, 2019.
We updated the end of life support date for MongoDB Server 3.4 from June 2019 to September 2019.
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:
Last Updated: September 12, 2018.
We updated the Release dates for the following products and versions:
We updated the End of Life dates for the following products and versions:
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.
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.