Bronze | Silver | Gold | ||
|---|---|---|---|---|
Hours of availability | N/A | 9-5, Monday - Friday Us Local Time European Central Time Australia Eastern Time | 24 X 7 (Sev-1 Urgent) | |
Severity 1 Urgent | First Response Resolution | N/A N/A | 8 business hours 24 business hours | 60 minutes 24 elapsed hours |
Severity 2 High | First Response Resolution | N/A N/A | 16 business hours 5 business days | 4 business hours 3 business days |
Severity 3 Normal | First Response Resolution | N/A N/A | 24 business hours 7 business days | 8 business hours 7 business days |
Severity 4 Low | First Response Resolution | 24 business hours Best effort | 24 business hours Best effort | 24 business hours Best effort |
Technical contacts allowed | 2 | 3 | 4 | |
HashiCorp will support Generally Available (GA) releases of active products for up to two (2) years. Eligible code-fixes and hot-fixes are provided via a new minor release (Z) on top of the latest “major release” branch, for up to two (2) releases from the most current major release. A major release is identified by a change in the first (X) or second (Y) digit in the following versioning nomenclature: Version X.Y.Z.
Terraform Enterprise follows a 2 year Advisory support policy.
As a best practice, HashiCorp expects customers to stay current within two (2) releases from the latest major release in order to receive optimal support. Release updates for Customers are provided regularly on HashiCorp product pages for each HashiCorp product.
HashiCorp’s end-of-life policy provides that HashiCorp will provide customers at least twelve (12) months’ prior written notice before discontinuing any product (“End of Life Period”). If a customer’s subscription term ends before the End of Life Period has elapsed, the customer may renew the subscription to the discontinued software until the End of Life Period expires. If the End of Life Period expires prior to the end of a customer’s subscription term, HashiCorp will provide a pro-rated refund of the pre-paid fees for the terminated software, and for the applicable support services subscription, for the remainder of the subscription term. After the End of Life Period expires, HashiCorp will no longer be obligated to provide support services for the terminated software.
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.
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, there is no workaround, and it affects customer’s ability to perform its business.
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.
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.
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.