Couchbase Enterprise Software Support Policy

This support policy (“Support Policy”) sets out the terms of support Couchbase will provide Customer in connection with Customer’s enterprise subscription to generally available versions of the Software (licensed under a valid Order) as long as Customer maintains a current subscription to Support. “Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting, or custom development.

This Support Policy is part of and subject to the terms of the Couchbase Enterprise Subscription License Agreement or other agreement with Couchbase governing Customers use of the Software (collectively, “Agreement)”. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

Note: For information specific to Couchbase Capella, please see the Capella Cloud Service Support Policy page and Couchbase Capella Upgrading a Database documentation.

1. Support Subscription Tiers

Customers can choose to receive the initial response times for Support based on the support subscription tier Customer purchases as set forth in the table below:

“P1” means Software failures on a production system that cause complete loss or severe outage of service, resulting in a mission-critical business application being down or non-operational.

“P2” means Software failures on a production system that cause a partial loss of service impacting business operations. Operations can continue in a restricted fashion and a workaround may be used to restore functionality. As to a non-production system, a Software failure that causes a complete loss or severe outage of service where there is a time-sensitive impact to a planned production deployment.

“P3” means all non-time-sensitive requests including product functionality issues in development or test, and documentation clarifications.

“Business Day” means Monday to Friday (other than a day designated as a national holiday within the Time Zone Support regions).

“Business Hours” means 8AM to 6PM (local time of applicable Time Zone) on a Business Day.

“Time Zone” means the geographical time zone of one of the following Couchbase Support regions based on Customer’s location: (1) Americas other than East Coast = PST (UTC -8) or PDT (UTC -7), (2) Americas, East Coast = EST (UTC -5) or EDT (UTC -4), (3) EMEA = GMT (UTC +0) or BST (UTC +1) and (4) APAC = India (UTC +5:30)

2. Support Requests

2.1. For Couchbase to provide Customers with any Support service, Customers must submit a support ticket via Couchbase’s Support Portal. Only Customers that are authorized to access and use the Software, or have administrative rights to the Software can submit a support ticket and work directly with Couchbase.

2.2. Customer shall provide to Couchbase all of the following when logging the support ticket:
(i) reasonable detail of the nature of and circumstances surrounding the error and the Softwares’ failure to perform with the specifications set forth in the Documentation;
ii) redacted Customer log files in accordance with Couchbase’s data redaction process; and
(iii) full details of the type of environment (i.e., Testing / Development / Production) in which the Licensed Nodes are being used.

2.3. Customers who do not have a current Enterprise Software license subscription are not entitled to any Support services and will need to contact a Couchbase Sales representative.

3. Support Terms and Limitations

3.1. Support shall only be available in English and provided for those versions of the Software that are currently supported by Couchbase.

3.2. Couchbase will reasonably assess a Support priority according to the appropriate severity levels defined above. Couchase will confirm the severity level with the Customer and will resolve any disagreement regarding the priority as soon as is reasonably practicable. P1 severity level is not available for non-production environments.

3.3. Support is provided by Couchbase on a break-fix basis only using commercially reasonable efforts to resolve or restore the operation of the Software to its normal function where the Customer experiences a technical problem with the Software. Couchbase does not proactively monitor Customer’s systems for technical issues, nor does it provide any guarantee to resolve a Support request within a specific or fixed time. Support for other issues including, without limitation, architecture design, performance tuning, Customer environment, feature requests, and data migrations may be, at Couchbase’s discretion and subject to additional fees, directed to the Couchbase Professional Services team.

3.4. Full Maintenance (defined below) will be provided for the Software in accordance with the End-of-Life Schedule below (as updated from time to time). Couchbase reserves the right to direct a Customer to upgrade to a more current release of the Software to provide Support services.

3.5. If Customer has purchased the Software through a reseller, then the applicable agreement with that reseller shall apply for any applicable additional or different terms (for example, Customer’s first contact for support may be the reseller, rather than Couchbase).

3.6. Couchbase has no obligation to provide any Support to Customer:

• for any service, software, hardware, or infrastructure (including APIs and data formats not included in the Software) that has not been provided by Couchbase to Customer as part of the Software;
• if Customer or a third party has in any way altered, modified, or damaged the Software, or any portion thereof;
• if Customer has not used the Software in accordance with the Documentation or instructions provided by Couchbase;
• if Customer is not running a supported version of the Software;
• where any failure to provide any Support or any unavailability of the Software is caused by (i) factors outside of Couchbase’s reasonable control, including any natural disaster, epidemic, war, acts of terrorism, riots, government action, or any other force majeure event; (ii) any service, software, hardware, or infrastructure not provided by Couchbase, or (iii) any actions or inactions from Customer or any third party, including Customer’s breach of the Agreement;
• if Customer does not provide Couchbase the log files as requested in this Support Policy or by the support team; and/or
• if Customer with subscriptions to multiple Software versions does not have valid Support service subscriptions for all of the licensed Software versions in Customers Software estate.

 
3.7. Notwithstanding Section 2.2, if and to the extent Customer does not redact log files or otherwise provides any personal data to Couchbase for processing in connection with any Support, Customer will execute and return to Couchbase at dpo@couchbase.com the Couchbase Customer Data Processing Addendum (the “DPA”) available at couchbase.com/enterprisedpa, and the terms of the DPA shall be incorporated into the Agreement.

4. Period of Availability of Support for Couchbase Software Versions

Support for the applicable Software will be available for the periods specified in the table below:

“General Availability Date” means the date on which a new version of the Software is generally released by Couchbase for Customers to download.

“Full Maintenance” means full maintenance of the Software, including break-fix assistance with issues related to the use of the Software within the specifications set forth in the Documentation, workarounds, and Maintenance releases to resolve product issues.

“Limited Support” means best effort support without any code fixes or security updates and generally provided where Full Maintenance is no longer available.

“End of Life” means the Software is no longer supported by Couchbase.

“Major” means the Couchbase Software version identified by the number in the “X” position according to the following format: “X.y.z”.

“Minor” means the Couchbase Software version identified by the number in the “Y” position according to the following format: “x.Y.z”.

“Maintenance” means the Couchbase Software version identified by the number in the “Z” position according to the following format: “x.y.Z”.