To the extent your agreement with Cockroach Labs includes Support Services which expressly refer to this Support Policy, this Support Policy is incorporated into and forms part of that agreement, and Cockroach Labs will provide you the Support Services described herein. The Support Services are generally available during Service Hours and are provided through the Support Center in English. Cockroach Labs may update this Support Policy from time to time by posting those updates to this page.
Initial Response times to Support Requests are set forth in the table below:
|Issue Priority||Target Initial Response Time|
|Priority 1||1 Service Hour|
|Priority 2||4 Service Hours|
|Priority 3||8 Business Hours|
|Priority 4**||12 Business Hours|
*For the avoidance of doubt, nothing in these Initial Response times or in this Support Policy guarantees full resolution of a reported Issue.
** If you use any Cockroach Labs’ products or services on a non-subscription basis, your Support Request will be opened as Priority 4 with the corresponding Initial Response time noted above.
Requirements for Support Services
In order to provide the Support Services, Cockroach Labs requires that: (i) Support Requests include sufficient information and data to allow Cockroach Labs to readily reproduce all reported Issues, (ii) you provide Cockroach Labs with access to your personnel, equipment, systems, and data, as may be reasonably required by Cockroach Labs, (iii) you document and report all detected Issues to Cockroach Labs, and/or (iv) your reasonable cooperation 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 the Support Services (the “Authorized Contacts”). All use of the Support Services will only be initialized by the Authorized Contacts.
Cockroach Labs does not provide Support Services for Issues arising from (i) 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.html; (ii) any software or hardware or combinations with software or hardware not supplied or approved in writing by Cockroach Labs; (iii) modifications, integrations, or additions to CockroachDB implemented by anyone other than Cockroach Labs; (iv) any failure to adhere to your applicable agreements with Cockroach Labs or any applicable Cockroach Labs published best practices or documentation; (v) Beta Features or (vi) any non-Cockroach Labs negligence, misconduct, misuse, or willfully bad acts.
“Business Days” means Monday through Friday, excluding US Federal Holidays.
“Business Hours” means 9am to 6pm Eastern US Time on Business Days.
“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 with no reasonable workaround.
“Priority 2” means a production system or major application is impacted in a way that could cause significant business impact if not corrected promptly, 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, enhancement requests.
“Support Center” means the Cockroach Labs online support portal available at https://support.cockroachlabs.com.
“Service Hours” means twenty-four (24) hours per day, seven (7) days per week, including US Federal Holidays
“Support Policy” means this CockroachDB Support Policy.
“Support Request” means a request for support that is submitted to the Support Center.
“Support Services” means the product and services support that Cockroach Labs has agreed to provide to you.
“Workaround” means a method which can be used by you to avoid an Issue without substantially impairing your use of the Software or Services.