This document defines the current support levels and response times for all CloudBees subscriptions. Please refer to the specific support policy for each product for a detailed description of the support provided for that product:
- CloudBees Jenkins Enterprise
- CloudBees Jenkins Platform
- CloudBees Jenkins Team
- CloudBees DevOptics
Support Levels and Target Response Times
| Gold | Platinum | |
|---|---|---|
| CloudBees Jenkins Solutions | X | X |
| Hours of coverage | Standard business hours | Standard business hours (24x7 for Severity 1)1 |
| Support channel | Web | Web |
| Number of Cases | Unlimited | Unlimited |
| Response times | Initial and ongoing response | Initial and ongoing response |
| Severity 1 | 4 business hours | 2 hours |
| Severity 2 | 4 business hours | 4 business hours |
| Severity 3 | 8 business hours | 8 business hours |
| Severity 4 | 2 business days | 2 business days |
1 In order to provide you with 24x7 coverage, CloudBees requests that you identify a dedicated point of contact who will be available until the issue is resolved.
Severity Levels Defined
| Severity 1 (Urgent) | Proven error of the Product in a production environment. The Product software is unusable, halts, crashes, or is inaccessible, resulting in a critical impact on the operation. No workaround is available. |
| Severity 2 (High) | The Product will operate but due to an Error in a production environment, its operation is severely restricted. No workaround is available. |
| Severity 3 (Normal) | The Product will operate with limitations due to an Error in a production environment that is not critical to the overall operation. For example, a workaround forces a user and/or a systems operator to use a time-consuming procedure to operate the system, or removes a non-essential feature. |
| Severity 4 (Low) | Due to an Error in a production environment, the Product can be used with only slight inconvenience. In addition, all product feature requests fall into this support level. |
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