Support policies

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This page details the support policies specific to CloudBees Release Orchestration SaaS.

Support for CloudBees Release Orchestration SaaS encompasses the following:

  • Bug and security fixes are subject to a risk assessment by the CloudBees engineering team.

  • 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 will be available automatically.

  • Compatibility and upgrades

    • For CloudBees Release Orchestration SaaS customers running other CloudBees products, CloudBees endeavors to maintain compatibility with supported releases of those products.

Support for CloudBees Release Orchestration SaaS does not encompass the following:

  • Professional Services.

How to get support

  1. Submit a Support Request through the Support portal.

  2. In the Support Request, specify the product as CloudBees Release Orchestration SaaS.

  3. Provide any additional requested information, including:

    1. A description of the problem.

    2. Any expected results or output.

    3. Screenshot/recording of experienced problem.

    4. Screenshot of code (if applicable).

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.

You can view the full terms and conditions at CloudBees Support terms and conditions.