Enterprise Support
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| BRONZE | SILVER | GOLD | ||
|---|---|---|---|---|
| Hours of Availability | N/A |
9-5, Monday - Friday
US Pacific Time
European Central Time
Australia Eastern Time
India Standard Time
|
24 X 7 (Sev-1 Urgent) | |
| Severity 1: Urgent | First Response | N/A | 4 business hours* | 60 minutes |
| Update Frequency | N/A |
8 business hours*
|
4 hours
| |
| Severity 2: High | First Response | N/A |
8 business hours
|
4 business hours
|
| Update Frequency | N/A |
2 business days
|
8 business hours
| |
| Severity 3: Normal | First Response | N/A |
24 business hours
|
8 business hours
|
| Update Frequency | N/A |
5 business days
|
3 business days
| |
| Severity 4: Low | First Response |
24 business hours
|
24 business hours
|
24 business hours
|
| Update Frequency |
Reasonable best effort
|
Reasonable best effort
|
Reasonable best effort
| |
| Technical contacts allowed |
2
|
3
|
4
| |
* Clock hours for HCP Cluster down and TFC Stuck Runs
Support Plan Details
Severity Definitions
Response and resolution times are based on your Service Level Agreement with HashiCorp. Please refer to Bronze / Silver / Gold SLA levels.
HashiCorp will make reasonable efforts to adhere to the response and resolution times for issues within the scope of its own software.
The following definitions of Severity should be used when opening tickets.
Severity 1 (Urgent)
Any error reported by the customer where the majority of the users for a particular part of the software are affected, the error has high visibility and is in a production system (i.e., non-production systems are excluded), there is no workaround, and it affects a customer’s ability to perform its business.
Severity 2 (High)
Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is affecting revenue.
Severity 3 (Normal)
Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is NOT affecting revenue.
Severity 4 (Low)
Any error reported by the customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact.
The terms below are no longer available after February 1, 2022 unless otherwise agreed to in applicable agreements with HashiCorp, Inc.