SONATYPE SOFTWARE SUPPORT POLICY 3.0
Sonatype, Inc. ("Sonatype") shall provide to its customers (each a "Company") Support for the Products and Documentation in accordance with this Software Support Policy (the "Policy"), provided that such Support is limited to those Products for which Company currently has an active subscription.
All defined terms that are not defined herein will have the meaning ascribed to them in the Master Agreement.
During the term of this Policy, Sonatype will provide technical consultation and advice related to the Products to Company's Authorized Support Contacts between the hours of 8:00 a.m. and 8:00 p.m. Eastern Time, Monday through Friday but excluding Sonatype's holidays, regardless of Severity Level. Standard Support is provided in accordance with Section 4 of this Policy. Company will also receive:
In addition to Standard Support, the Extended Support plan includes:
TABLE 1 |
||
Severity Level |
Acknowledgment Time* |
Response Expectation |
Severity 1 |
Within 3 hours |
Provide a fix or workaround within 2 business days of trouble ticket submission |
Severity 2 |
Within 5 hours |
Provide a fix or workaround within 1 week of trouble ticket submission |
Severity 3 |
Within 6 hours |
Provide a fix or workaround by the release of the next Major Release |
Severity 4 |
Within 8 hours |
Address the query in a commercially reasonable and timely manner |
*All times calculated based on business hours except that Severity 1 issues will be based on 24x7 response times only for customers that purchase an Extended Support subscription.
If an issue is solvable, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Company of an available software fix.
Any Error Corrections to the Products or Documentation effected or delivered under this Policy and any Updates, Error Corrections, or Software Releases delivered under this Policy shall be deemed part of the applicable Product and subject to all of the confidentiality and proprietary provisions set forth in the Master Agreement along with the terms governing it use.
Sonatype hereby agrees to provide Product Maintenance for certain free, open source software applications listed at https://www.sonatype.com/usage/software-support-policy/open_source, which list may be updated by Sonatype from time to time at its discretion (“Open Source Offerings”) in accordance with the terms of this Policy and the Support plan applicable to Company. Company hereby acknowledges and agrees that: (a) the Open Source Offerings are not licensed to Company by Sonatype under the Master Agreement and that Sonatype is not liable for the performance of the Open Source Offerings; (b) Company’s use of each Open Source Offering is governed by the open source license applicable to such Open Source Offering; (c) Sonatype hereby disclaims all liability related to the Open Source Offerings and, as it relates to Sonatype, the Open Source Offerings are provided “AS-IS” without any express or implied warranties; and (d) any Product Maintenace related to the Open Source Offerings provided by Sonatype hereunder is provided “AS-IS” without any express or implied warranties. For the avoidance of doubt and notwithstanding the above, Open Source Offerings are expressly excluded from the term Product as used in the Master Agreement including, without limitation, any and all use of such term in provisions pertaining to representations, warranties, covenants, and indemnities.
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