Last updated: December 15, 2020. 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.
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 8pm Sunday ET to 8pm Friday ET) (30 min available 8pm Friday ET to 8pm Sunday ET) (Telephone call must follow opening of online ticket; see #4 below.) |
30 min (Available 8pm Sunday ET to 8pm Friday ET) (1 hour available 8pm Friday ET to 8pm Sunday ET) (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.
4. 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.
5. 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.
6. 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.
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 |
January 2020 |
MongoDB 3.6 |
November 2017 |
April 2021 |
MongoDB 4.0 |
June 2018 |
January 2022 |
MongoDB 4.2 |
August 2019 |
TBD |
MongoDB 4.4 |
July 2020 |
TBD |
8. 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 |
TBD |
9. 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.
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 |
TBD |
10. 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.