CloudBees DevOptics Support Policies


CloudBees DevOptics support policies

This page details the support policies specific to CloudBees DevOptics.

CloudBees DevOptics is composed of several Jenkins plugins and a SaaS application:

  • CloudBees DevOptics SaaS

  • CloudBees DevOptics plugins (installed locally)

Support for CloudBees DevOptics encompasses the following:

  • Bug and security fixes are subject to a risk assessment by the CloudBees engineering team and/or community contributors when a bug is found in an open-source component.

  • Features and suggestions

    • Suggestions on new features are subject to an evaluation against the product roadmap by CloudBees product managers and a risk assessment by CloudBees engineers.

    • New features in the SaaS service will be available automatically.

    • New features may require updated CloudBees DevOptics plugins.

  • Compatibility and upgrades

    • Customers on CloudBees Jenkins Distribution, CloudBees Jenkins Platform, or CloudBees Jenkins Enterprise are expected to keep CloudBees DevOptics plugins up to date with the current versions defined in the CloudBees Assurance Program (CAP).

    • For CloudBees DevOptics customers running Jenkins (OSS), CloudBees endeavors to maintain compatibility with the most recent Jenkins LTS release.

Support for CloudBees DevOptics does not encompass the following:

  • CloudBees does not provide patches on a release. Customers are expected to move to the latest release that contains the fix.

  • Jenkins support - Please refer to the specific support policy of your respective product (CloudBees Jenkins Distribution, CloudBees Jenkins Platform, or CloudBees Jenkins Enterprise) for details.

  • Plugin support - CloudBees DevOptics support is limited to the plugins required for CloudBees DevOptics. Support for all other plugins is provided via the CloudBees Assurance Program (CAP) that is included in your subscription.

  • Professional Services.

You can view the full CloudBees Support terms and conditions at CloudBees support terms and conditions.

How to get support

  1. Submit a Support Request through the Support portal.

  2. In the Support Request, specify an offering of CloudBees DevOptics.

  3. Provide any additional requested information.

  4. Attach the Support Bundle you generated in the first step.

What you should expect next

After you submit a support issue, here’s what should happen next:

  1. You’ll receive an automated email indicating that CloudBees has received your support request.

  2. Depending on the priority level of your issue, you’ll be contacted by a CloudBees employee within the target response time.