CloudBees Support and Maintenance Terms & Conditions

"Diagnostic Support Services" are defined as CloudBees’s response to: (a) Customer requests for diagnosis and resolution of issues with CloudBees Products; and (b) Customer questions regarding CloudBees Products or Jenkins features. CloudBees’s obligations to provide the Support Services as set forth in these Support Terms depends on the applicable Support Level (e.g. Essentials, Advanced, Premier) specified on the Customer’s Order Form.

“Enhanced Support Services” are defined as CloudBees’s response to Customer requests for implementation, configuration, and architecture advice with respect to CloudBees Products.

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

"Standard Business Hours" means one of the following:

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

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

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 that may have led to the Support Request.

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

The following table defines Support Request Priority Levels and the Guaranteed Response Times for the applicable Priority and Support Level for Support Requests for all products excluding CodeShip. These Committed Response Times apply only to Support Levels Defined as including Committed Response Times.

The Guaranteed Response Time for CodeShip Support Requests are one (1) business day for all Support Levels Defined.

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").

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.

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.

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.

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.

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

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").

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

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.

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

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

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.

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

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

There is no obligation on CloudBees’s part to implement functionality requested through an RFE.

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.

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.

Success Points are a flexible way of consuming Proactive and Enhanced Support Services. Customers can manage and redeem Success Points through CloudBees’s Customer Success Management team (CSM). Success Points can be redeemed for support activities described in the Support Success Catalog.

CloudBees reserves the right to add, change or remove Success Services from its Catalog at any time without notice to the Customer. CloudBees will acknowledge receipt of the Customer’s initial request to use their Success Points within 48 business hours. All Proactive and Diagnostic Support services are delivered remote.

Additional Success Points may be purchased. If Customer is purchasing Success Services for a term that is not in increments of 12 months, the number of Success Points will be prorated for any partial years. Unused Success Points will expire at the end of the Subscription Term in which they are purchased (i.e., they will not roll-over into any renewal period). Unused Success Points will not be refunded and cannot be transferred to another contract.

Customers are responsible for the evaluation and implementation of guidance and recommendations received via Proactive or Enhanced Support Services. Access to Proactive and Enhanced Support Services and a CSM is limited to local business hours 8:00am to 5:00pm Monday through Friday where the resource is located and are not available during local holidays and weekends.

As part of the Premier Success Plan, the Premier Developer Support Engineering Team works with the CloudBees Technical Support organization to help ensure consistent management and prioritization of Customers’ critical support issues.

The Premier Support Engineering team will:

Program Definition: The Technical Success Management Program (“TSMP”) is provided as part of a Subscription to the Advanced or Premier support tiers only. The TSMP is an advisory program focused on the long-term success of the customer. The TSMP provides a named DevOps Consultant for the account, and the customer will have access to the named consultant for up to a maximum number of hours per week, determined by the Success Point allocation in the Order Form. Customers may purchase additional Success Points to allocate to the TSMP and increase the maximum number of hours per week available.

TSMP Activities: The consultant(s) activities typically include, but are not limited to:

Currently, the TSMP Program advises customers only on the following Customer-hosted CloudBees products:

Term: Access to the TSMP commences on the Effective Date of the Subscription and continues until it has expired or has been suspended or terminated pursuant to the terms of the Agreement. Upon expiration or termination, Customer shall no longer have the right to receive the benefits of the TSMP. If access to the TSMP has been suspended due to an exhaustion of Success Points or a breach of the Agreement, then Customer’s access to the TSMP shall only be restored, as applicable, upon the purchase of additional Success Points or cure of any such breach in CloudBees’s sole discretion.

TSMP Success Points Schedule

TSMP Coverage and Limitations

Ownership: The parties agree that no intellectual property rights shall be transferred as part of the activities of the TSMP.

Subcontracting: CloudBees may subcontract the performance of any of its duties or obligations of the TSMP, provided that CloudBees provides prior written notice to Customer and that the subcontractor (including its employees) shall be responsible for complying with the applicable terms of the Agreement. CloudBees shall be responsible for the acts and omissions of any subcontractor.

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.

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 Priority 1 - 3 will not be considered resolved until one of the following activities has been completed:

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:

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.

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.

Locked Version support provides the customer with best effort troubleshooting by our support engineers, but it does not entitle the customer to any new software versions. If you are on a Locked Version support offering, as noted on your order form, the terms above regarding "Maintenance Services," "Support Services,” and "Bug fixes" are limited to CloudBees providing commercially reasonable efforts at diagnosing an issue, identifying workarounds, or providing configuration changes, and there may be scenarios where support is unable to resolve a Confirmed Issue.