MongoDB Legacy Support Policy

Last updated: June 9, 2022. To see what has changed in this policy, click here.

This Legacy Support Policy applies to MongoDB Server versions lower than 5.0. If you are using MongoDB 5.0 or higher, please see our new Software Support Policy and Cloud Services Support Policy.

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

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.

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

MongoDB Subscription Levels

Severity Level	Initial Response Goals: MongoDB Enterprise Advanced	Initial Response Goals: MongoDB Professional	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 (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	2 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 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.	2 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	4 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 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*)	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*)	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.

MongoDB Atlas Subscription Levels

Severity Level	Initial Response Goals: MongoDB Atlas Platinum	Initial Response Goals: MongoDB Atlas Enterprise	Initial Response Goals: MongoDB Atlas Pro	Initial Response Goals: MongoDB Atlas Developer
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.	15 min (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	30 min (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	2 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	8 hours (Available 24 x 7)
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 #4 below.)	2 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	4 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	10 hours (Available 24 x 7)
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*)	12 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*)	24 hours (Available M - F, 9am - 6pm Local Time*)	24 hours (Available M - F, 9am - 6pm Local Time*)

Local Time is a primary time zone specified by you.

MongoDB Customers (with the exception of MongoDB Development and MongoDB Atlas Developer subscribers) 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.

MongoDB Atlas Platinum, MongoDB Atlas Enterprise, MongoDB Atlas Pro, MongoDB Enterprise Advanced, and MongoDB Professional include unlimited phone and web support. Development Support includes unlimited phone and web support for teams of up to ten (10) members. MongoDB Atlas Developer includes unlimited web support.

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.

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	January 2020
MongoDB 3.6	November 2017	April 2021
MongoDB 4.0	June 2018	April 2022
MongoDB 4.2	August 2019	April 2023
MongoDB 4.4	July 2020	February 2024
MongoDB 5.0+	Please see our Software Support Policy or Cloud Support Policy

MongoDB provides Support for Ops Manager 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 will support MongoDB add-ons or extensions to Ops Manager that are compatible with both a currently supported version of Ops Manager and supported versions of any dependent software. MongoDB also provides limited Support for Ops Manager Rapid Releases. The Rapid Release Support Policy can be found here.

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	August 2020
Ops Manager 4.2	August 2019	July 2021
Ops Manager 4.4	July 2020	July 2022
Ops Manager 5.0+	Please see our Software Support Policy

MongoDB provides Support 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 each new 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 Enterprise Tool, whichever is longer. </br>

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	June 2018
BI Connector 2.1	March 2016	March 2019
BI Connector 2.2	July 2017	July 2019
BI Connector 2.3	November 2017	May 2019
BI Connector 2.4	February 2018	August 2019
BI Connector 2.5	May 2018	November 2019
BI Connector 2.6	September 2018	March 2020
BI Connector 2.7	October 2018	April 2020
BI Connector 2.8	November 2018	May 2020
BI Connector 2.9	December 2018	June 2020
BI Connector 2.10	March 2019	September 2020
BI Connector 2.11	May 2019	November 2020
BI Connector 2.12	September 2019	March 2021
BI Connector 2.13	November 2019	July 2021
BI Connector 2.14	July 2020	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	December 2019
Compass 1.15	July 2018	January 2020
Compass 1.16	November 2018	May 2020
Compass 1.17	March 2019	September 2020
Compass 1.18	May 2019	November 2020
Compass 1.19	August 2019	February 2021
Compass 1.20	December 2019	June 2021
Compass 1.21	April 2020	October 2021
Compass 1.22	September 2020	March 2022
Compass 1.23	November 2020	May 2022
Compass 1.24	December 2020	June 2022
Compass 1.25	January 2021	July 2022
Compass 1.26	March 2021	TBD

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.

"Maintenance Version" means a version of the Software identified by a change in the digit to the right of the rightmost decimal point (x.x.X).

"Major Version" means a 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 version of the Software identified by a change in the middle number in between the two decimal points (x.X.x).

“Rapid Release” refers to MongoDB Ops Manager only and means a version designated with an odd number in the second decimal place (e.g., v. 4.1.x).

“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.