CloudBees Support and Maintenance Terms and Conditions


CloudBees Support and Maintenance Terms & Conditions

  1. If CloudBees and Customer have entered into a separate written support agreement ("Support Agreement") incorporating these CloudBees Support and Maintenance Terms & Conditions ("Support Terms"), then these Support Terms govern the delivery of Support Services provided by CloudBees to Customer.

  2. If Customer and CloudBees have entered into a separate written agreement that incorporates these Support Terms and Conditions and licenses certain CloudBees Products identified on an Order Form ("Software Subscription Agreement"), then these Support Terms and Conditions and the additional Product-specific terms and conditions located at https://www.cloudbees.com/r/supportpolicies ("Product-Specific Support Terms") govern Support Services for the Products identified in the Order Form. The Product-Specific Support Terms are hereby incorporated into these Support Terms as applicable for the CloudBees Products licensed by Customer under the Software Subscription Agreement.

  3. Any capitalized terms not defined in these Support Terms shall have the meanings set forth in the Support Agreement or Software Subscription Agreement between CloudBees and Customer, as applicable. The terms and conditions of the applicable Support Agreement or Software Subscription Agreement shall prevail over any conflicting terms or conditions in these Support Terms. The terms and conditions of the Product-Specific Support Terms shall prevail over any conflicting terms or conditions in these Support Terms.

  4. Definitions

    1. "Maintenance Services" means the bug fixes to correct issues affecting the functionality, reliability, stability, availability or security of Supported Products.

    2. "Standard Business Hours" means 8 AM until 6 PM in a timezone designated by the Customer in an Order Form, Support Agreement or Subscription Agreement. Any single time zone can be designated.

    3. "Supported Products" means the Products identified as Supported Products on an Order Form.

    4. "Support Services" are defined as CloudBees' response to Customer requests for diagnosis and resolution of issues with Customer’s Jenkins LTS deployment, and to Customer questions regarding Jenkins features. CloudBees' obligations to provide the Support Services as set forth in these Support Terms depends on the applicable Support Level (e.g., Gold or Platinum) specified on the Customer’s Order Form.

  5. Support Levels and Response Times

    1. All Customer requests for Support Services ("Support Request") by Customer will be logged, after which CloudBees will perform an initial diagnosis and determine as far as reasonably practical the source of any problem which may have led to the Support Request.

    2. For Support Requests that are logged during non-standard hours, all response and resolution times shall commence at the beginning of the next business day.

    3. The below table defines Support Request Priority Levels and the Guaranteed Response Times for the applicable Priority and Support Level for Support Requests. These Committed Response and Resolution Times apply only to Support Levels Defined as including Committed Response and Resolution Times.

  6. Support Request Priority Levels and Response Times

    Community (evaluation/trial software) Support Level Gold Support Level Platinum Support Level

    Hours of coverage

    As available

    Standard business hours

    Standard business hours (24x7 for Severity 1)

    Support channel

    Web & Email

    Web & Email

    Web & Email

    Number of Cases

    Unlimited

    Unlimited

    Unlimited

    Guaranteed Response times

    No guaranteed response

    Initial and ongoing response

    Initial and ongoing response

    Severity 1

    Best efforts

    4 business hours

    2 hours

    Severity 2

    Best efforts

    4 business hours

    4 business hours

    Severity 3

    Best efforts

    8 business hours

    8 business hours

    Severity 4

    Best efforts

    2 business days

    2 business days

    To provide Customer with 24x7 coverage, Customer must identify a dedicated point of contact who will be available to CloudBees until the Support Request is resolved.

  7. Severity Levels Defined

    Severity 1 (Urgent)

    Proven error of the Product in a production environment. The Product software is unusable, halts, crashes, or is inaccessible, resulting in a critical impact on the operation. No workaround is available.

    Severity 2 (High)

    The Product will operate but due to an Error in a production environment, its operation is severely restricted. No workaround is available.

    Severity 3 (Normal)

    The Product will operate with limitations due to an Error in a production environment that is not critical to the overall operation. For example, a workaround forces a user and/or a systems operator to use a time-consuming procedure to operate the system, or removes a non-essential feature.

    Severity 4 (Low)

    Due to an Error in a production environment, the Product can be used with only slight inconvenience. In addition, all product feature requests and general questions regarding product usage fall into this support level.

  8. Bug Fixing:

    1. CloudBees will investigate incident reports concerning suspected problems with supported Products provided that (a) Customer sends CloudBees a written report, which includes evidence of the suspected Issue, and (b) the incident can be reproduced or reasonably confirmed by CloudBees ("Confirmed Issue").

    2. CloudBees will use commercially reasonable efforts to promptly correct the Confirmed Issue or provide a workaround to permit Customer to use the Product substantially in conformance with the applicable Documentation.

    3. CloudBees may request that the Customer run diagnostic scripts provided by CloudBees to determine whether their current deployment of supported Products conforms to documented system requirements for the supported Product. See the per-Product support policies at https://www.cloudbees.com/r/supportpolicies for specific up-to-date diagnostic requirements for each Product.

    4. If Customer does not follow the diagnostic procedure specified for the supported Product, CloudBees has no further obligation to diagnose or fix the Confirmed Issue. If the Customer follows such procedures and CloudBees determines that there is an issue with the Customer’s configuration, CloudBees support may recommend corrective action that the Customer must perform before CloudBees has any further obligation to diagnose or fix the Confirmed Issue.

    5. If CloudBees suspects the Confirmed Issue results from interaction with another vendor’s software or hardware product, CloudBees can require the Customer to open a support case with that vendor. If the Customer does not open the support case with the vendor, CloudBees has no further obligation to diagnose or fix the Confirmed Issue.

    6. If Customer is not satisfied with the handling of the Confirmed Issue, Customer may pursue escalation procedures set forth in these Support Terms.

  9. RFEs (Requests for Enhancement)

    1. Any Customer request for functionality currently not documented as supported functionality of the Product will be classified by CloudBees as a Request for Enhancement ("RFE").

    2. All issues classified by CloudBees as RFEs will be forwarded to product management for triage.

    3. CloudBees will review all incoming RFEs and triage them as soon as possible. Triage involves classifying the RFE as relating to a specific area of Product functionality and assigning it to a specific product manager responsible for that area.

    4. Updates will be made to the Customer RFE to indicate when triage has been performed.

    5. Product managers will routinely review trends in RFEs in their assigned areas and use that as input to identifying priorities for design and development.

    6. RFEs will not be closed unless the product manager determines that the functionality already exists, in which case they will update support and support will ensure that the customer is notified.

    7. RFEs may remain open for extended periods in areas that are not yet prioritized for active design or development.

    8. Customers under platinum support may request a review with product management of their open RFEs.

    9. There is no obligation on CloudBees' part to implement functionality requested through an RFE.

    10. CloudBees may determine that there is a different solution to satisfy the underlying problem driving an RFE, in which case the Customer will be notified when that solution is delivered and their case will be considered resolved unless the Customer does not accept the solution and reopens the case.

    11. CloudBees product management may contact customers with open RFEs in an area which they are scoping for potential design or development to get additional detail on the customers' needs or review potential solution. This is on a best efforts basis only.

  10. Escalation Procedures:

    1. Customer may escalate a Confirmed Issue by contacting escalations@cloudbees.com or requesting an escalation via the support portal. For escalated Confirmed Issues, an action plan will be developed by the CloudBees support team and communicated to Customer.

    2. When an escalated Confirmed Issue has been resolved, the request for assistance will be considered closed upon the mutual agreement of the parties, such agreement not to be unreasonably withheld, delayed or conditioned. A Confirmed Issue of Severity 1 - 3 will not be considered resolved until one of the following activities has been completed:

      1. a resolution to the Confirmed Issue is obtained to Customer’s reasonable satisfaction;

      2. a computer software code change in the form of a patch or a new revision that corrects the Confirmed Issue without causing additional problems has been delivered to Customer, successfully installed and is working;

      3. a short term workaround is delivered and accepted by Customer, though such acceptance shall not absolve CloudBees from any obligation to provide a long term solution if required; or

      4. an engineering commitment is made, upon Customer’s agreement, to correct the Confirmed Issue in a future release of the CloudBees Software.

  11. Excluded Services:

    1. CloudBees has no obligation to fix Customer Issues or problems except for those expressly set forth in the foregoing Sections of this Support Agreement. Customer Issues or problems that CloudBees has no obligation to fix include the following situations without limitation:

      1. Customer is using an unsupported distribution, version or configuration of an open source package for which Customer has support;

      2. Customer has a Support Agreement for a CloudBees Product only and the Confirmed Issue is with a deployment of an open source software distribution independently of the CloudBees Product;

      3. The CloudBees Product is not used for its intended purpose;

      4. The CloudBees Product has been altered, damaged, modified or incorporated into other software in a manner not approved by CloudBees;

      5. The CloudBees Product is a release that is no longer supported by CloudBees;

      6. The software component is not listed as a supported component in the product documentation;

      7. The Confirmed Issue is caused by Customer’s or a third-party’s software or equipment or by Customer’s negligence, abuse, misapplication, or use of the CloudBees Products other than as specified in the Documentation; or

      8. Fixing the Confirmed Issue would require changes to Customer’s infrastructure or operating platform.

    2. If CloudBees determines that it has no obligation to fix the Confirmed Issue for one of the reasons stated above, the parties may, in their discretion, enter into a separate agreement authorizing CloudBees to provide professional services at a rate that is mutually agreed by the Parties.

  12. End of Life Policy:

    1. Customer acknowledges that new features may be added to or removed from the CloudBees Products based on market demand and technological innovation. Accordingly, as CloudBees develops enhanced versions of its Products, CloudBees may cease to maintain and support older versions or specific features of its Products. CloudBees will use commercially reasonable efforts to notify Customer in advance of a Product version or feature undergoing the transition from supported to unsupported status.

Last updated: August 28, 2019