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RavenDB Cloud Support Policy

1. Support is only available for versions of the Software identified at ravendb.net/support.

2. Customer agrees to:

  1. Provide RavenDB with reasonable details of the nature of and circumstances surrounding the Error,
  2. provide RavenDB with reasonable access to the Customer's environment as necessary to enable RavenDB to provide Support, and
  3. provide RavenDB with reasonable cooperation in the diagnosis and resolution of any Errors.

3. The terms of Support for our currently available subscriptions are defined below.

Severity Level Initial Response Goals: Cloud Support
1 – Critical

Due to an Error in a production environment, the Software is down or seriously impacted, or there is no workaround currently available or the workaround is cumbersome to use, or the Customer data is lost or destroyed, and there is no workaround currently available.

Within 2 hours (Available 24 x 7) (A Support request must be opened via the Support form in the Customer Portal: cloud.ravendb.net/request-support)
2 – Normal

The Error is not critical - no data has been lost, and the system has not failed. The Error has been identified and does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround.

Next Business Day (A Support request must be opened via the Support form in the Customer Portal: cloud.ravendb.net/request-support)
3 – Minor

Non-critical Errors, general questions, and requests for enhancements to the Software.

Standard (A Support request must be opened via the Support form in the Customer Portal: cloud.ravendb.net/request-support)

4. We have no obligation to provide any Support to Customer:

  1. For any software, hardware or other element of the Customer environment not provided by us,
  2. if Customer or a third party has altered or modified any portion of the Software,
  3. if Customer has not used the Software in accordance with Documentation or instructions provided by us, including failure to follow implementation procedures, or
  4. if Customer has failed to replace earlier versions of the Software with Updates made available to Customer,
  5. if Customer does not have a valid support contract.

5. Support requests that fall under any of the above categories must contact our Technical Support by opening a Support request in the Customer Portal: cloud.ravendb.net/request-support, for critical issues, select the `Within 2 hours` option. If you opt out of purchasing a support contract with licensing Hibernating Rhinos Ltd. reserves the right to implement a two-week processing period prior to providing support. If you do not have a current Support subscription and would like to use any of the Support services, please contact sales@ravendb.net. please note that in such cases purchasing Support services may be subject to different terms and conditions than provided while initially purchasing a Support with the license.

We only provide Support for the generally available version of the Software. Support is effective immediately upon the release of a new generally available version of the Software, 6 (six) months from the release date of the next generally available version, whichever is longer. As part of Support, we may provide version Updates. Notwithstanding the above Support for a LTS Version will be available for 1 (one) year following the release the next LTS Version.

End of Support
Version Release Date End of Support
RavenDB 6.0 October 2, 2023
RavenDB 5.4 LTS July 18, 2022
RavenDB 5.3 November 29, 2021 January 31, 2023
RavenDB 5.2 LTS June 21, 2021 August 31, 2023
RavenDB 5.1 November 18, 2020 December 31, 2021
RavenDB 5.0 July 23, 2020 May 31, 2021
RavenDB 4.2 LTS May 21, 2019 June 30, 2022
RavenDB 4.1 August 21, 2018 November 30, 2019
RavenDB 4.0 February 6, 2018 February 28, 2019
RavenDB 3.5 October 27, 2016 December 31, 2020

7. Definitions. “Customer” means the person or entity that purchases Support from RavenDB pursuant to an applicable EULA or such other agreement between Customer and RavenDB. “Documentation” means the documentation made available by RavenDB with the Software, which may be modified from time to time. “Error” means a reproducible failure of the Software to perform in substantial conformity with the specifications set forth in the Documentation. “LTS Version” means a version of the Software which has a long term Support. “RavenDB” means Hibernating Rhinos Ltd. “Software” means the RavenDB software and all Updates which RavenDB makes generally available to Customers. “Support” means the level of support purchased by Customer as described in this Support Policy. “Update” means any modification of the RavenDB Software defined to include remedial modifications of features, patches, bug fix and minor changes to existing functionality.

Updated June, 2024