CloudBees Support and Maintenance Terms & Conditions

“Business Hours” refer to the standard working hours of 8:00 AM to 5:00 PM (0800-1700), Monday through Friday, in the time zone selected by the customer when submitting the ticket. If no time zone is selected, business hours will default to the time zone in which the ticket was submitted. Business hours exclude weekends and public holidays in the designated time zone unless otherwise specified in an agreement. Exceptions may apply if otherwise specified in an Order Form, Support Agreement, or Subscription.

"Diagnostic Data" means any data, files, logs, configuration information, system outputs, or other technical artifacts provided by the Customer to the Company for the sole purpose of diagnosing, troubleshooting, or resolving a technical issue or support case. Diagnostic Data may include, but is not limited to: For Continuous Integration (CI) products: support bundles, thread dumps, heap dumps, infrastructure logs, outputs of diagnostic commands, and configuration files (e.g., job or instance configurations), provided such data is reasonably required by a Developer Support Engineer (DSE) to resolve the case. For Continuous Delivery (CD) products: logs generated by the product, outputs from diagnostic commands, and any other system-generated data relevant to identifying or addressing the issue. Customer is responsible for ensuring that Diagnostic Data is appropriately redacted to remove any personally identifiable information (PII) or other sensitive information unless otherwise expressly agreed. Diagnostic Data is used solely for support-related purposes and is handled in accordance with the parties’ agreement and applicable data protection laws.

"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.

“Named Contacts” refer to the specific individuals designated by the Customer who are authorized to submit support requests, receive communications from the support team, and engage with technical resources on behalf of their organization. These contacts must be registered with the support team and are responsible for managing and coordinating support interactions. The number of Named Contacts allowed may be defined by the customer’s support agreement.

"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, Essential, Advanced, or Premier) specified on the Customer’s Order Form.

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

"Ticket Submission Hours/Window" refers to the period during which the Customer is permitted to submit support tickets, which shall be available on a 24-hour, seven-day-a-week basis (24x7), irrespective of the Customer’s geographic location. Notwithstanding the foregoing, the processing and resolution of submitted tickets shall be conducted in accordance with their assigned Priority and the business hours applicable to the time zone in which the ticket was submitted. Priority 1 (P1) tickets shall be worked on according to the associated Support Tier purchased. Priority 2 (P2), Priority 3 (P3), and Priority 4 (P4) tickets shall be processed and worked on only during the business hours of the time zone in which they were submitted. Business Hours are observed in accordance with local time, including any applicable Daylight Saving Time (DST) adjustments, unless otherwise specified. For example:

All Customer requests for 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 Technical 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.

To enable CloudBees to provide 24x7 support for Priority 1 tickets, Customer shall ensure the continuous availability of a designated and authorized point of contact. This contact must be accessible to CloudBees personnel at all times until the Priority 1 ticket is resolved. Failure to provide such availability may impact CloudBees' ability to meet its support obligations and the ticket may be downgraded.

CloudBees provides support primarily through our ticketing system, which is the standard and preferred method of communication for all support inquiries. Scheduled calls are offered based on the customer’s entitlement tier and the priority of the support case.

CloudBees reserves the right to determine the most appropriate communication method to ensure timely and effective resolution of support requests.

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. In such event, CloudBees may pause its provision of support services until the resolution of the support case with the applicable third-party software or hardware provider. 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 the customer is not satisfied with the handling of the issue, they may follow the escalation procedures outlined in these Support Terms. Additionally, they can escalate a ticket by entering #escalate into the body of the message, which will notify management.

CloudBees may, at its sole discretion, determine whether a customer is utilizing an unsupported version of a product, plugin, service, architecture, or other related technology. In such cases, Customer acknowledges and agrees that CloudBees shall have no obligation to escalate any issues, incidents, or support requests related to such unsupported elements. CloudBees shall not be responsible for any delay, limitation, or inability to resolve such issues arising from the Customer’s use of unsupported components. Customers are encouraged to operate on currently supported versions and technologies as defined in official CloudBees documentation to ensure escalation is possible. CloudBees maintenance lifecycle policies and CloudBees supported platforms.

It is the customer’s sole responsibility to ensure that regular backups of their environment are taken, maintained with an acceptable retention period, and tested periodically to verify their integrity and usability. CloudBees shall not be held liable for any data loss or corruption resulting from the customer’s failure to perform these actions.

Success Points are a flexible way of consuming Proactive and Enhanced Services. Customers can manage and redeem Success Points through CloudBees’s sending a request through to Support via a Support Ticket or our Portal. Success Points can be redeemed for activities described in the 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 services are delivered remote.

Customers are responsible for the evaluation and implementation of guidance and recommendations received via Proactive or Enhanced Services. Access to Proactive and Enhanced Services 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.

Purpose and Scope of Diagnostic Data Collection

Data Handling, Security, and Anonymization

Opt out of Diagnostic Data

Designation of Named Contacts

Responsibilities of Named Contacts

Changes to Named Contacts

Limitation on Technical Support Requests

CloudBees Support will only respond to Technical Support inquiries submitted by Named Contacts through the Web Portal

Customer acknowledge that support requests initiated by unauthorized individuals may not be processed.

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:

Customer may escalate a Confirmed Issue by entering #escalate in the body of the Ticket. For escalated Confirmed Issues, an action plan will be developed by the CloudBees Technical 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.

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.