DevOptics support policies

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This page details the support policies specific to DevOptics.

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

  • DevOptics SaaS

  • DevOptics plugins (installed locally)

Support for 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 DevOptics plugins.

  • Compatibility and upgrades

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

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

Support for 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 CI or CloudBees Jenkins Platform) for details.

  • Plugin support - DevOptics support is limited to the plugins required for 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 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.