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RavenDB Support Policy

1. Support is only available for versions of the Software identified at https://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: RavenDB Production Initial Response Goals: RavenDB Professional
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.

2 hours
(Available 24 x 7)(A Support request must be opened via the Support form)
Next Business Day
(Available Sunday- Friday, Business Hours)
(A Support request must be opened via the Support form)
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)
2 Business Days
(Available Sunday- Friday, Business Hours)
(A Support request must be opened via the Support form)
3 – Minor

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

2 Business Days
(A Support request must be opened via the Support form)
3 Business Days
(A Support request must be opened via the Support form)

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 on the Support form. For critical issues, select the ‘Within 2 hours’ option. Please note that a license ID with an associated support contract is required. 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.

6. We only provide support for the generally available version of the Software. Support is effective for any new generally available version of the Software, for 6 (six) months following the release date of the next generally available version or the last 3 Updates versions released, whichever is longer. As part of Support, we may provide version Updates. All Updates should be promptly installed as released by the Company during the Support Period. The Company strongly suggests that all Updates installed as released by the Company during the Support Period and the customer acknowledges that any failure to do so could result in an inability to receive Updates and Support and therefore could prevent the Company from performing support services to you. Notwithstanding the above, Support for an LTS version will be available for 1 (one) year following the release on 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