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WSO2 SaaS Support Policy

 

Version 2.0, effective, 01st May 2025

This document sets forth the policies governing the provision of WSO2 SaaS Support Services in accordance with a subscription to any one or more of the following WSO2 SaaS products:

  1. Asgardeo
  2. Bijira
  3. Choreo
  4. Devant

1. Creating and Managing Support Cases

The Subscriber may open a support case by visiting the WSO2 online support portal at https://support.wso2.com. New Subscribers are provided instructions on accessing the WSO2 support portal and other available support methods. There are no limits on support account authorized users. A designated administrator user of the Subscriber will be granted access to the support portal. This administrator user will have the authority to add or remove other users from the support portal.

To ensure we can properly address your issue, please ensure that you:

  • Provide an accurate initial priority level based on the severity impact in section 2 below.
  • Provide sufficient information with your report so WSO2 can replicate or otherwise understand the problem/question and respond appropriately.
  • Respond promptly to outreach from WSO2's support team to provide any additional information.
  • Work with stakeholders in your organization to ensure their participation as necessary to reach a satisfactory outcome.

If there are issues in accessing the support portal, please contact [email protected].

2. Severity Definitions

A Subscriber makes the initial determination of the priority level of cases, pursuant to the severity of impact. If a case is misclassified with respect to priority level or the type of case, the WSO2 Customer Success Team, in consultation with the Subscriber, will reclassify the case accordingly.

Severity (Impact) Definition
P1 - Critical

System Down

A service failure that is resulting in a full system outage or major functionality is completely broken in the service.

Examples:

  • The Console is inaccessible for a WSO2 SaaS product.
  • The Asgardeo runtime is failing, preventing all users from logging in or completing authentication flows.
  • The Choreo runtime is unable to run workloads.
  • The Devant runtime is not executing integrations.
  • The Bijira runtime is not handling API traffic.
  • One or more runtimes are experiencing significant slowness, leading to delays in authentication, workload execution, API responses, or integration processing.
  • Any new authentication flow, API, workload or integration cannot be promoted to production, preventing time-sensitive releases or critical updates.
P2 - High

Partial Service Failure

A partial service failure resulting in some functionalities being completely broken, a significant performance degradation, or a major functionality is partially broken.

Examples:

  • All users are unable to reset their accounts in Asgardeo.
  • A majority of users cannot log in via Asgardeo.
  • Login operations are significantly slow for all users in Asgardeo.
  • A specific API,workload or integration is not running in Bijira, Choreo, or Devant respectively.
  • A specific API,workload or integration cannot be deployed to production in Bijira, Choreo, or Devant respectively.
P3 - Medium

Non-Critical Failure

Minor service impact resulting in functionalities that are not working properly due to non-critical issues, intermittent issues, or service is not performing as expected or documented.

  • Users with usernames containing special characters cannot reset their accounts in Asgardeo.
  • Intermittent failures or slowness are observed in authentication, workload or integration executions, or API invocations.
P4 - Low

General Query

Information requested on product capabilities, navigation, configuration, integration with 3rd party systems, enhancement requests, or any question related to pre-production environments.

3. Support Plans

There are three types of support plans, Community Support, Basic Support and Enterprise Support.

  1. Community Support: a free support plan that applies to all customers of WSO2 SaaS products. Customers who are on the free tier of a WSO2 SaaS product will only have access to the Community Support Plan for that product.
  2. Basic Support: a paid support plan that applies to customers who have purchased a paid subscription, and chosen the Basic Support Plan.
  3. Enterprise Support: a paid support plan that applies to customers who have purchased a paid subscription, and chosen the Enterprise Support Plan.

A single paid support plan covers all WSO2 SaaS products that the Subscriber has a paid Subscription to. In the event that you have a free Subscription to one or more WSO2 SaaS products, and a paid Subscription to one or more WSO2 SaaS products, the paid support plan will only cover the WSO2 SaaS product(s) that you have a paid Subscription to. In the event that you have a paid Subscription to more than one WSO2 SaaS product, the paid support plan will cover all the WSO2 SaaS products that you have a paid Subscription to.

You can only have one support plan active at any given time, and the higher support plan tier will be applicable to all WSO2 SaaS products that you have a paid Subscription to.

4. Service Levels

For each case WSO2 endeavors to respond to and resolve the case as quickly as possible, within the Target Response Time and Target Resolution Time (if applicable) associated with the severity impact level of the case. The applicable Response service levels depend on the support Subscription that you have subscribed for.

All cases related to non-production organizations and environments on the Asgardeo platform are classified as Low priority (P4).

4.1.1. Enterprise Support Plan Service Levels

  P1 P2 P3 P4
Hours of coverage 24 x 7 x 365 Coverage
Case limit Unlimited
Support channel WSO2 Support Portal
Target Response Time 30 mins 2 hours 8 hours 1 business day
Target Resolution Time 48 hours 72 hours 1 Business Week N/A


 

4.1.2. Basic Support Plan Service Levels

  P1 P2 P3 P4
Hours of coverage

Americas: 12x5 (7:00 a.m. - 7:00 p.m. ET Monday - Friday)

EMEA: 12x5 (7:00 a.m. - 7:00 p.m. GMT Monday - Friday)

ME: 12x5 (7:00 a.m. - 7:00 p.m. GMT Sunday - Thursday)

APAC: 12x5 (7:00 a.m. - 7:00 p.m. IST Monday - Friday)
Case limit Unlimited
Support channel WSO2 Support Portal
Target Response Time 1 business hour 4 business hours 12 business hours 2 business days

5. Target Resolution Time SLA Exclusions

The Target Resolution Time service levels are not applicable to cases caused by:

  1. suspension of access to the service
  2. planned maintenance, and emergency maintenance performed to prevent or mitigate platform-wide disruptions.
  3. your, or a third party’s, hardware, software, or services not within WSO2’s control.
  4. factors outside of or beyond WSO2’s reasonable control, such as hosting company outages.
  5. a force majeure event.
  6. errors in your code or configuration deployed within the service at your request.
  7. acts or omissions solely attributable to Subscriber or Subscriber’s agents, contractors, or vendors, or anyone gaining access to the services by means of Subscriber’s username and password, or equipment.
  8. technical previews or betas, not in commercial operation, as reasonably determined by WSO2.

6. Service Uptimes

The service uptimes for each SaaS product can be found at the following links:

7. Changes to or Discontinuance of Support Services

WSO2 reserves the right to modify this Support Services Policy subject to the terms of the Subscription entered into between the Subscriber and WSO2.

8. Data Retention

This section outlines the WSO2 policy regarding the retention of user data in the support platform. Data retention policies of the respective WSO2 SaaS platforms is out of the scope of this section.

Retention Period for Support Users' PII: WSO2 will retain the personally identifiable information (PII) of support users, including their names and email addresses, for a period of 90 days from the termination of the contract. After this period, WSO2 will delete or securely dispose of the PII to prevent unauthorized access, use, or disclosure.

Retention Period for Support Case Attachments: WSO2 will retain attachments related to support cases for a period of 90 days from the resolution or closure of the respective case, or from the termination of the contract, whichever comes first. After this period, WSO2 will delete the attachments from its systems.

Retention of Support Portal Data (Excluding Support Cases): WSO2 will retain non-support case based data stored in the support portal for a period of 90 days from the termination of the contract. After the retention period, WSO2 will delete the above data from its systems.

9. Questions

Questions or correspondence about this policy can be directed to [email protected], or to WSO2, Attn: Support Manager, 3080 Olcott St., Suite B202, Santa Clara, CA 95054, USA.

10. Definitions

  1. “Business Day” means any day, excluding weekends and public holidays, in the Subscriber's region, unless otherwise specified in a Subscription.
  2. “Business Hour” means any hour, excluding weekends and public holidays, in the Subscriber's region, unless otherwise specified in a Subscription.
  3. “Fix” A modification to a WSO2 SaaS product that resolves an error or vulnerability in the product.
  4. “Organization” is a logical isolation unit of the Asgardeo / Bijira / Choreo / Devant platform.
  5. “Resolution Time” means the time elapsed between the acknowledgement of a case and the Workaround, Fix, ETA for a Fix, a Fix which is incorporated into a future release to the reasonable satisfaction of Subscriber. Resolution Time is not applicable for cases which are not caused by an error or a vulnerability in a WSO2 SaaS product.
  6. “Response Time” is defined as the time elapsed between the reporting of a case by the Subscriber or WSO2 becoming aware of the problem (whichever is earlier) and a WSO2 Technical Support Engineer acknowledging the receipt of such report to Subscriber through the WSO2 Support Portal.
  7. “Subscriber” means those individuals and entities that have entered into a Subscription with WSO2.
  8. “Subscription” means the applicable agreement(s) between WSO2 and a Subscriber for the provision of licenses to the WSO2 SaaS Products and applicable Support Services, including order forms.
  9. “Support Policy” means the policies and procedures as set forth herein.
  10. “Support Services” means access to WSO2 support systems and personnel to be used within the scope and limits as set out in this Support Policy and the Subscription.
  11. “Target” is a goal WSO2 shall endeavor to achieve.
  12. “Workaround” A set of procedures a subscriber can follow to reduce the impact of an error or vulnerability in a WSO2 SaaS product.