Software Support Policy

Support Policy


This Sonatype Support Policy (Support Policy) describes the policies and procedures under which Sonatype, Inc. (Sonatype provides support services (Support) for its proprietary (Sonatype Software) and third-party open source software products (Open Source Software). As used in this Support Policy, the term Supported Products means the applicable Sonatype Software or Open Source Software included in Customers Subscription as specified on the Support Matrix (as defined below).

Support is provided for the Supported Product(s) specified in the separate agreement under which Customer has purchased Support (Purchase Agreement), and is subject to the terms and conditions of the Purchase Agreement and the terms of this Support Policy. Any term not defined herein shall have the meaning ascribed to it in the Purchase Agreement. In addition, Customers order form or online purchase form includes a support matrix (Support Matrix) that specifies the applicable Support terms for Customer.

Support is provided through Sonatypes online web-based Support Portal. During the term of Customers Subscription, Sonatype shall provide Customer access to the Support Portal for web-based issue submissions by up to the number of designated employees of Customer as specified on the Support Matrix.

This Support Policy sets forth expectations for Support between the Customer organization and Sonatypes Customer Support organization, including:

  • who is authorized to submit issues
  • how to submit issues
  • what types of issues are supported
  • how and when Sonatype resolves and closes reported issues

Scope of Support for Sonatype Software

What Support Includes. Sonatype shall provide expert level guidance and troubleshooting to Customer in connection with questions and issues arising from the installation, configuration, and use of Sonatype Software; bug fixes and issue resolution; and access to Major and Minor Releases (as defined below) of the Sonatype Software.

  • Major Releases: means generally commercially released major new releases, modifications or enhancements to the same Sonatype Software as designated by a change in the number to the left of the decimal in the version number. Major Releases do not include separate or different products marketed by licensor under a different name even if such products are compatible with the Sonatype Software.
  • Minor Releases: means generally commercially released code corrections, patches, updates and minor version releases of the same Sonatype Software as designated by a change in the number to the right of the decimal in the version number.

What Support Excludes. The following are excluded from Sonatypes Support obligations: (a) Sonatype Software that is used on or in conjunction with hardware or software other than as specified in the applicable documentation; (b) altered or modified Sonatype Software, unless altered or modified by Sonatype; (c) defects in the Sonatype Software due to accident, hardware malfunction, abuse or improper use; (d) any version of the Sonatype Software for which Support services have been discontinued by Sonatype; (e) evaluation software or other software provided at no charge; and (f) any Sonatype Software sold separately by Sonatype, including, without limitation, consulting code, unless generally made available to Sonatypes subscription customers at no additional charge for the Sonatype Software.

Scope of Support for Open Source Software

What Support Includes. During the term of Customers subscription to Open Source Support or a Sonatype Software Suite that includes Open Source Support, Sonatype shall provide expert level guidance and troubleshooting to Customer in connection with questions and issues arising from the following Customer activities with respect to Open Source Software:

  • Installation and Downloads: Support for installation includes providing guidance and troubleshooting in connection with Customers downloading and installing of the Open Source Software.
  • Basic Configuration Issues: Support for configuration includes troubleshooting Customers configuration settings for existing installations on approved platforms to ensure proper operation and connectivity.
  • Usage Issues: Sonatype experts will answer your "how to" questions related to standard and intended product usage.

Error and Defect Fixes. Customer acknowledges that Sonatype does not produce or control the Open Source Software. Sonatypes obligation with respect to any Incident (as defined below) which reports a defect or problem with the Open Source Software itself shall be to advise Customer of any available patches or fixes or to provide any known workaround. Sonatype may, in its discretion, also use reasonable efforts to provide a fix for the defect, but Sonatype does not guarantee such efforts or that any fix which Sonatype creates will be adopted by the applicable open source project for the Open Source Software or included in any future release of the Open Source Software. At Customers request, Sonatype will enter a bug report to the applicable open source project for any defect reported by Customer as an Incident.

What Support Excludes. Support excludes training, customization, integration and any issues arising from non-standard usage of the Open Source Software. Support also excludes any on-site services or remote access services (unless Sonatype requests remote access to assist Sonatype in understanding an issue).

Versions of Supported Products Covered by Support

Supported Versions: Sonatype will provide Support only for the versions of the Supported Product specified in the Support Matrix or as specified at the time of purchase. Changes to supported versions shall be announced in the Support Portal.

End of Life: Sonatype may cease support for a supported version of the Supported Product twelve (12) months after release of the next major release of such Supported Product. Sonatype shall keep an up to date list of supported versions and make end of life (or end of support) announcements in the Support Portal.

New Versions: For Open Source Support, as new open source releases of the Open Source Software may become available continuously, Sonatype will support some or all of these versions at Sonatypes discretion. When a new version becomes supported by Sonatype, Sonatype will announce such coverage in the Support Portal.

Platforms Supported: Sonatype supports use of the Supported Product only on the platforms specified in the Support Portal.

Incident Submission and Resolution

Customer shall obtain Support by reporting individual issues to Sonatype. Each individual issue reported to Sonatype shall be tracked from initial report through final resolution (each such issue, an Incident). Customer is entitled to the number of Incidents specified in the Support Matrix.

1. Who May Submit Incidents.

Support is intended to provide assistance to individuals for issues and questions beyond what is covered in documentation and introductory material. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the internal build systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of the Supported Product. Each such qualified contact is a Contact.

Customer shall be entitled to designate the number of Contacts specified in the Support Matrix as authorized to submit support Incidents. Customer is responsible for designating at least one authorized Contact at time of purchase. That individual may submit change requests to the list of authorized support Contacts in writing through the channel(s) specified for the plan selected.

2. How to Submit Incidents.

Incidents are to be submitted to Sonatype by a Contact through the communication channel§ specified for the applicable Support plan in the Support Matrix.

3. How to Report an Incident.

In order to expedite the resolution of Incidents, Sonatype expects that Customer will make every attempt possible to:

  • Verify that the Incident is reproducible on the approved platforms for the Supported Product (as applicable).
  • Provide information necessary to help Sonatype track, prioritize, reproduce or investigate the Incident, such as: Customer name and organization.
  • A full description of the issue and expected results.
  • Category of issues: general question, defect, enhancement request, etc.
  • Steps to reproduce the issue and relevant data.
  • Any applicable log files or console output.
  • Exact wording of all issue related error messages.
  • Any special circumstances surrounding the discovery of the issue, i.e. first occurrence or occurred after what specific event. Customers business impact of problem and suggested priority for resolution.
  • Identifying issue number in any ongoing communications with Sonatype on an existing issue.

Support Response and Incident Resolution

Sonatype Incident Response.

For each Incident reported by Customer in accordance with these procedures, Sonatype shall:

  • Confirm receipt of the reported Incident within the acknowledgement time specified in the Support Matrix.
  • Set a Priority Level for the Incident in accordance with the terms below.
  • Begin responding to the Incident within the response time specified in the Support Matrix.
  • Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident.
  • Give Customer direction and assistance in resolving the Incident.
  • Keep a record of ongoing communications with Customer.
  • Use reasonable commercial efforts to resolve the Incident in accordance with the target resolution times set forth in the Support Matrix.

Priority Levels.

Sonatype will prioritize Incidents according to the following criteria:

  • P1 = Issues which make the Supported Product completely inaccessible or the majority of its functionality unusable for Customer.
  • P2 = means an issue that significantly degrades performance of the Supported Product or materially restricts Customers use of or the functionality of the Supported Product.
  • P3 = means an issue that causes only a minor impact on Customers use of the Supported Product.
  • P4 = means any other request for guidance or information.

Resolution and Closure of Incidents.

Incidents shall be closed in the following manner:

  • For solvable issues, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Customer of an available software fix.
  • For unsolvable issues, Sonatype undertakes to provide an explanation why the issue is not solvable, and provide the reporting Customer suggestions for work-around or other ways to mitigate the issue.
  • In the event that custom or unsupported plug-ins or modules are used, Sonatype may ask, in the course of attempting to resolve the issue, that the Customer remove any unsupported plug-ins or modules. If the problem disappears upon removal of an unsupported plug-in or module, then Sonatype may consider the issue to be resolved.
  • For issues outside of scope of Support, Sonatype may also close issues by identifying the Incident as outside the scope of the Support or arising from a version, platform or usage case which is excluded from the Support Policy.

Sonatype Support Policy Effective: November 18, 2010