Cockroach Continuum Support Policy

Support Services

To the extent your agreement with Cockroach Labs includes technical support for Cockroach Continuum by expressly referring to this support policy (“Support Policy”), this Support Policy is incorporated into and forms part of that agreement, and Cockroach Labs will, upon receipt of a Support Request in accordance with this Support Policy, provide you the product and services support described herein (“Support Services”). All Support Services are provided through the Support Center in English. For the avoidance of doubt, nothing in the Initial Response times or in this Support Policy guarantees full resolution of a reported Issue. Cockroach Labs may update this Support Policy from time to time by posting those updates to this page. Capitalized terms used but not defined herein will have the definitions specified in your agreement with Cockroach Labs, which may be either the Cockroach Labs Software-as-a-Services Terms & Conditions available at https://www.cockroachlabs.com/cloud-terms-and-conditions/ (“Cockroach SaaS Terms”) or a separate agreement entered into between you and Cockroach Labs (“Master Agreement”).

Support Initial Response Times

Target Initial Response times to Support Requests are set forth in Table 1, below. If your applicable Support Request is for an Issue with a resource using a Mission Critical edition , then Cockroach Labs will provide you with an Initial Response within the Mission Critical target Initial Response times set forth in Table 1; otherwise, Cockroach Labs will provide you an Initial Response within the Standard target Initial Response times; provided that: (a) Support Requests for Issues arising under a Development License do not qualify for treatment as Priority 1 or Priority 2; (b) if you are subject to a Master Agreement, Support Requests for Issues with a resource using Continuum purchased via an Order which is in On-Demand Consumption (as defined in your Master Agreement) only qualify for treatment as Priority 4; and (c) if you are subject to the Cockroach SaaS Terms and you are a Free Tier Customer (as defined in the SaaS Terms), all your Support Requests will only qualify for treatment as Priority 4.

Requirements for Support Services

In order to receive Support Services, you must: (a) include sufficient information and data in your Support Requests to allow Cockroach Labs to readily reproduce all reported Issues, (b) provide Cockroach Labs with access to your personnel, equipment, systems, and data, as may be reasonably required by Cockroach Labs, (c) document and report all detected Issues to Cockroach Labs, and (d) reasonably cooperate in the diagnosis and resolution of the reported Issue. You acknowledge and agree Cockroach Labs will not be responsible for any limitations in its ability to provide Support Services which result from your failure to adhere to the foregoing requirements (as applicable). You agree that you will properly and sufficiently train personnel in respect of the supported products, and that you will expressly identify and appoint a reasonable number of such trained individuals to serve as primary contacts for use of Support Services (the “Authorized Contacts”). All use of Support Services will only be initialized by the Authorized Contacts.

Exclusions

Cockroach Labs does not provide Support Services for Issues arising from: (a) use of any unsupported versions of Cockroach Labs software as per the Cockroach Labs Release Support Policy available at https://www.cockroachlabs.com/docs/releases/release-support-policy; (b) any software or hardware or combinations with software or hardware not supplied or approved in writing by Cockroach Labs; (c) modifications, integrations, or additions to CockroachDB implemented by anyone other than Cockroach Labs; (d) any failure to adhere to your applicable agreements with Cockroach Labs or any applicable Cockroach Labs-published best practices or documentation; (e) Beta Features; or (f) any non-Cockroach Labs negligence, misconduct, misuse, or willfully bad acts. Cockroach Labs may decline or suspend your Support Services if you use them in bad faith; if your use poses a risk to Cockroach Labs or Cockroach Labs’ vendors, partners, or customers; or if you are not current on all Fees payable under your agreement with Cockroach Labs or any Order. If you are subject to a Master Agreement, Cockroach Labs will only be obligated to provide Support Services for as long as you either: (x) have active Credits available for consumption or (y) are in On-Demand Consumption, each as defined in your Master Agreement.

Definitions

“Business Hours” means: (a) for Support Requests for Issues with a resource deployed using an active Mission Critical subscription purchased via an Order, from Monday 04:00 UTC to Saturday 00:00 UTC; in each case, excluding recognized regional holidays; or (b) for all other Support Requests, Monday through Friday from 09:00 to 18:00 Eastern US Time on Business Days.

“Service Hours” means twenty-four (24) hours per day, seven (7) days per week, including recognized regional holidays.

“Initial Response” means an initial response back to a Support Center request which, at a minimum, acknowledges receipt of the request.

“Issue” means a failure of CockroachDB to perform in substantial conformity with the Documentation.

“Priority 1” means a production system or major application in production is completely unavailable or seriously impacted/degraded with no reasonable workaround.

“Priority 2” means a critical system is impacted in a way that could cause significant business impact if not corrected, and there is no reasonable workaround.

“Priority 3” means a system or application is moderately impacted but is operating within acceptable service levels, or a reasonable workaround exists to keep the system operating within acceptable service levels.

“Priority 4” means an Issue that is not Priority 1, Priority 2, or Priority 3 (generally, non-critical issues, general questions, or enhancement requests).

“Support Center” means the Cockroach Labs online support portal available at https://support.cockroachlabs.com.

“Support Policy” means this CockroachDB Support Policy.

“Support Request” means a request for support that is submitted to the Support Center.

“Workaround” means a method which can be used by you to avoid an Issue without substantially impairing your use of the Software or Services.

This Support Policy applies to Continuum only. Support for Cockroach Labs products and services other than Continuum is governed by separate terms identified in the Cockroach Labs Support Policy, available at https://www.cockroachlabs.com/terms-and-conditions/cockroachdb-support-policy/.