Support Policy

Last updated: October 9, 2018. To see what has changed in this policy, 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, (ii) provide MongoDB with reasonable access to Customer's environment as necessary to enable MongoDB to provide Support; and (iii) provide MongoDB with reasonable cooperation in the diagnosis and resolution of any Errors.

3. The terms of Support for our currently available subscriptions are defined below.

Severity Level Initial Response Goals: MongoDB Atlas Platinum Initial Response Goals: MongoDB Enterprise Advanced & MongoDB Atlas Enterprise Initial Response Goals: MongoDB Professional & MongoDB Atlas Pro 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.

30 min

(Available 24 x 7)

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

1 hour

(Available 24 x 7)

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

2 hours

(Available 24 x 7)

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

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 hours

(Available 24 x 7)

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

2 hours

(Available 24 x 7)

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

4 hours

(Available 24 x 7)

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

4 hours

(Available M - F, 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

(Available M - F, 9am - 6pm Local Time*)

4 hours

(Available M - F, 9am - 6pm Local Time*)

8 hours

(Available M - F, 9am - 6pm Local Time*)

8 hours

(Available M - F, 9am - 6pm Local Time*)

4 – Minor/Trivial

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

24 hours

(Available M - F, 9am - 6pm Local Time*)

24 hours

(Available M - F, 9am - 6pm Local Time*)

48 hours

(Available M - F, 9am - 6pm Local Time*)

48 hours

(Available M - F, 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 Customers must contact MongoDB Technical Support by phone (phone numbers are listed in the MongoDB Support Portal) immediately after opening a Blocker or Critical support case to ensure the applicable Initial Response Goal is met. If you do not have a current MongoDB subscription and would like to speak with someone, please contact a MongoDB representative.

6. MongoDB Atlas Platinum, MongoDB Enterprise Advanced, MongoDB Atlas Enterprise, MongoDB Professional, and MongoDB Atlas Pro 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 Release of the Software. Support is effective immediately upon the release of a new Generally Available (“GA”) Stable Release 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 version 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.

MongoDB Server

Release Release Date End of Life Date

MongoDB 1.0

February 2009

August 2010

MongoDB 1.2

December 2009

June 2011

MongoDB 1.4

March 2010

September 2012

MongoDB 1.6

August 2010

February 2012

MongoDB 1.8

March 2011

September 2012

MongoDB 2.0

September 2011

March 2013

MongoDB 2.2

August 2012

February 2014

MongoDB 2.4

March 2013

March 2016

MongoDB 2.6

April 2014

October 2016

MongoDB 3.0

March 2015

February 2018

MongoDB 3.2

December 2015

September 2018

MongoDB 3.4

November 2016

June 2019

MongoDB 3.6

November 2017

TBD

MongoDB 4.0

June 2018

TBD

8. MongoDB provides Support for Ops Manager Software (formerly known as MMS On-Prem Software), and for MongoDB Enterprise Tools, including the MongoDB Connector for Business Intelligence (“BI Connector”), MongoDB Compass, and MongoDB Spark Connector, effective immediately upon the release of a new Generally Available (“GA”) Stable Release of the Software. Support will be in effect for a period of eighteen (18) months after this release date or twelve (12) months from the release date of the next GA Stable Release of the Software, whichever is longer.

MongoDB Ops Manager

Release Release Date End of Life Date

MMS On-Prem 1.0

-

July 2014

MMS On-Prem 1.2

July 2013

July 2014

MMS On-Prem 1.3

December 2013

December 2014

MMS On-Prem 1.4

April 2014

April 2015

MMS On-Prem 1.5

September 2014

September 2015

Ops Manager 1.6

March 2015

March 2016

Ops Manager 1.8

June 2015

June 2016

Ops Manager 2.0

December 2015

February 2018

Ops Manager 3.4

November 2016

September 2018

Ops Manager 3.6

November 2017

June 2019

Ops Manager 4.0

June 2018

TBD

MongoDB Connector for Business Intelligence (“BI Connector”)

Release Release Date End of Life Date

BI Connector 1.0

December 2015

February 2018

BI Connector 2.0

December 2016

TBD

BI Connector 2.1

March 2016

March 2019

BI Connector 2.2

July 2017

July 2019

BI Connector 2.3

November 2017

November 2019

BI Connector 2.4

July 2018

TBD

BI Connector 2.5

May 2018

TBD

BI Connector 2.6

September 2018

TBD

MongoDB Compass

Release Release Date End of Life Date

Compass 1.2

June 2016

June 2017

Compass 1.3

September 2016

September 2017

Compass 1.4

November 2016

November 2017

Compass 1.5

November 2016

November 2017

Compass 1.6

March 2017

March 2018

Compass 1.7

June 2017

June 2018

Compass 1.8

August 2017

August 2018

Compass 1.9

October 2017

October 2018

Compass 1.10

October 2017

October 2018

Compass 1.11

December 2017

June 2019

Compass 1.12

March 2018

September 2019

Compass 1.13

April 2018

October 2019

Compass 1.14

June 2018

TBD

Compass 1.15

July 2018

TBD

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, including MongoDB Ops Manager, MongoDB Compass, MongoDB Connector for BI, and MongoDB Cloud Manager.

“Stable Release” means a version designated with an even number or zero in the second decimal place (e.g., v 1.2.x or v 2.0.x).

“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 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 rightmost decimal point (x.x.X).