WSO2 Support Services Policy
Version 5.4, effective 15 September 2019
This document sets forth the policies governing the provision of WSO2 Support Services in accordance with a Subscription Agreement.
Creating and Managing Support Tickets
Subscriber may raise a support ticket 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. New users can be added by request from an authorized administrator to firstname.lastname@example.org.
To ensure we can properly address the issue, please ensure that you:
- Follow specific guidelines posted on the support portal on how to raise support tickets.
- Correctly classify the issue either as an Incident, Query, or otherwise.
- Provide an initial Priority Level for Incidents.
- Identify the specific environment and products affected.
- Provide sufficient information with your report so WSO2 can replicate or otherwise understand the Incident and respond appropriately.
- Respond promptly to outreach from WSO2's support team to provide any additional necessary information.
- Work with the stakeholders in your organization to ensure their participation as necessary to reach a satisfactory outcome.
Support Ticket Types
A WSO2 Subscription includes access to a support account, which handles distinct types of support tickets:
An “Incident” represents a failure of one of the specific production or pre-production environments listed in your subscription. A production environment is a system that performs, or assists in performing, legally binding transactions and where a failure of a system in production will have an immediate economic impact on the end users and on the organization. A pre-production system is part of a release management system encompassing staging, testing, QA, or shared development environments.
A “Query” provides general technical support for WSO2 products. Queries may represent questions about features, usage, functional implementation, or best practices, as may arise during evaluation, development, or migration activities. A Query need not be linked to a specific production, pre-production, or individual development environment.
Managed Cloud subscribers may raise “Hosting Incidents” concerning the operation of a system under WSO2 Managed Cloud services. A general question concerning Managed Cloud Hosting is captured as a “Hosting Query”, and a request for a deployment or configuration change is captured as a “Hosting Task”.
For each Incident WSO2 endeavors to respond and resolve the issue on as quickly as possible, prior to the maximum Target Response Time, Target Workaround Time (if applicable), and Target Resolution Time associated with an Incident’s Priority Level. In the event that a Workaround is not reached for an Incident within the Target Workaround Time, or a resolution is not reached within the Target Resolution Time, taking into account any lags in Subscriber’s provision of necessary information, the Incident will be escalated to the WSO2 executive team and an Incident “war team” comprised of WSO2 support engineer(s), WSO2 executive(s), and Subscriber representative(s) will be convened and a response plan will be established, including technical assessment, mitigation strategy evaluation, resource allocations, and status update frequency. The support team will work continuously under the direction of the war team until a final resolution of the Incident is reached.
Hours of coverage 24x7x365 Incidents P1 P2 P3 Target Response Time 1 hour 4 hours 6 hours Target Workaround Time 24 hours 48 hours 72 hours Target Resolution Time 48 hours 72 hours 1 Business Week Support Ticket Limits no limit no limit no limit Queries Target Response Time 1 Business Day Target Resolution Time best efforts Support Ticket Limits up to the Query Support Limit Hosting Incidents P1 P2 P3 Target Response Time 15 minutes 90 minutes 8 hours Target Workaround Time 4 hours 24 hours 72 hours Target Resolution Time 48 hours 72 hours 1 Business Week Status Update Frequency every 4 hours every 8 hours every Business Day Escalation 8 hours Support Ticket Limits no limit no limit no limit Hosting Tasks & Queries Target Response Time 1 Business Day Target Resolution Time best efforts Support Ticket Limits unlimited
A Subscriber makes the initial determination of the priority level of Incidents, pursuant to the severity of impact.
If a ticket is misclassified with respect to priority level or the type of ticket, the support team, in consultation with the Subscriber, will reclassify the ticket accordingly.
Incident Priority Level Guidelines Priority Level 1 (P1): Critical
- The Subscriber has had a substantial loss of service.
- All or a substantial portion of the Subscriber’s mission critical data is at a significant risk of loss or corruption.
- The Subscriber’s business operations have been severely disrupted.
- The Subscriber is at risk of damage to its reputation.
- Failure in a pre-production environment is blocking a critical release to production.
- For Managed Cloud: The Subscriber cannot access the system.
- For Managed Cloud: A government or legal stop order is placed on Subscriber requiring the service to cease with immediate effect.
Priority Level 2 (P2): High
- Operations can continue in a restricted fashion, although Subscriber’s long-term productivity might be adversely affected.
- Internal software error causing the Supported WSO2 Open Source Software to fail, but restart or recovery is possible.
- Severely degraded performance.
Priority Level 3 (P3): Medium
- Impaired operations of some components, but allows the user to continue using the software.
- Imminent deployment milestones are at risk.
- Nominal performance degradation.
- Software errors.
To be in scope for support, an Incident must affect the operation of Supported WSO2 Open Source Software instances associated with the Subscription. WSO2 requires all instances in the production and pre-production environments – not just a representative subset – to be added to the Subscription.
The scope of a Query encompasses WSO2 products applicable to the project. Queries arising from completely different projects are not in scope – distinct projects (different goals, business units, development or operational teams) should have distinct Subscriptions.
Queries are subject to a maximum hourly Query Support Limits as specified in the Subscription Agreement. All hours expended by WSO2 in reaching a satisfactory resolution are counted towards this limit, with the exception of hours expended by WSO2 in developing a fix for a product, connector, or migration script, or where documentation has an error or omission so severe that it prevents the products from being used at even a basic level.
To be in scope for Managed Cloud support services, a Hosting Incident must involve the deployment, upgrading, maintenance, network configuration, starting, stopping, monitoring, availability, or performance of the hosted products within the parameters of the deployment architecture provided to the Managed Cloud team, and does not include resolution of bugs, feature requests, or product performance limitations. Any Hosting Incidents determined to be product-related rather than operational will be reclassified as Incidents or Queries as appropriate.
WSO2 will investigate issues raised relating to custom product extensions. However, resolutions to such issues may be outside WSO2’s direct control. Changes to customized code are at WSO2’s discretion, and we may suspend the SLA for such incidents. A full resolution to an issue in a custom product extensionmay require a consulting engagement.
A resolution to an Incident may in some cases consist of advice to seek a solution elsewhere – namely when the issue is caused by a hardware failure, third-party software, WSO2 products that have been heavily modified outside the many well-documented and supported extension mechanisms, attempts to use the software in an environment or for purposes for which it was not designed or well outside the published specs, issues that are effectively requests for consultancy services, or if no progress can be made without an onsite visit (unless your subscription provides for this feature.)
We may suspend the SLA for an incident – or for the entire support account if the issue isn’t addressed promptly – if your Subscription lapses, if we find you are using any WSO2 software in production without a subscription (even if the incident doesn’t directly affect the unsupported software), if you have exceeded any limits, if you have failed to conform to WSO2 Update license terms or any additional license terms defined in your subscription, if you are using the support system improperly or abusively, or if you are using the software for illegal purposes.
For us to provide good service, we often need your help with the incident: prompt response to requests for information through our support system, following our advice or instruction on a resolution, properly installing Updates that are recommended as part of the resolution. On a P 1 Incident we expect you to make resources available on a 24x7 basis to assist WSO2’s round-the-clock efforts in resolving the Incident. Our Service Level commitments are predicated on your sufficient involvement.
WSO2’s Enterprise Support Plan offers L1-L3 support on a 24x7x365 basis. OEM Support Plan offers L2-L3 support on a 24x7x365 basis.
Level 1 (L1) Initial ticket acceptance from the End User, validation of support eligibility, initial response, and ticket assignment. Collection of basic information about the product usage scenario, deployment environment, and configuration as may be needed to understand the issue thoroughly. Level 2 (L2) Diagnosis of the issue and verification that the issue is related to the WSO2 product. Application of known solutions to the issue, where related to product usage, configuration, deployment, update level, or environment. Level 3 (L3) Advanced reproduction, analysis and debugging. Provision of a fix through re-configuring or adjusting the use of the product, adjusting the deployed environment, or developing a product update or documentation fix that resolves the issue.
Updates are available to Subscribers and other registered users through the WSO2 Update services at https://wso2.com/updates. Updates are cumulative within an update channel – new updates issued by WSO2 include or depend upon previous updates made to the affected component. Subscribers are encouraged to stay up to date with all relevant Updates from WSO2. Updates are available to Subscribers and may be used both for development activities and production deployment.
If WSO2 determines that an Update is required in order to remedy an Error in one or more Supported WSO2 Open Source Software components, which determination WSO2 will make acting reasonably and in good faith, WSO2 will identify or develop a Fix, build and certify the Fix into an Update and make that Update available through the WSO2 Update service. WSO2 will provide Fixes it develops to the provider or development community for the software component, who can subsequently make a determination if the Fix will be committed into the software component’s source code tree.
Upgrades and Lifespan
WSO2 commits to support each major and minor release of the Supported WSO2 Open Source Software for a minimum of ten (10) years from the date of release. This applies to the latest releases as of March 2018 and any subsequent releases.
For four years from the date of release, WSO2 will publish Updates which address any and all known deficiencies in the software, which includes backporting relevant Updates arising from issues reported against more recent releases of the software. From the fifth year onwards, our priority shifts to minimizing the need to touch systems that have proven stable for many years. During this phase we raise the bar on backporting Updates originating with future versions, and endeavor to only provide Updates that are necessary to address security vulnerabilities or to resolve bugs that have actually been reported or encountered by Subscribers of the specific release.
A complete record of the release dates for each product version is maintained at https://wso2.com/products/carbon/release-matrix/.
One of the advantages of open source software is the availability of frequent upgrades. Subscribers are encouraged to upgrade regularly. Upgrading to a newer minor or major version does not invalidate your Subscription. Please keep WSO2 informed of any significant usage changes regarding the products under Subscription – it helps us respond more quickly and effectively to support tickets.
Changes to or Discontinuance of Support Services
WSO2 reserves the right to modify this Support Services Policy subject to the terms of the Subscription Agreement entered into between the Subscriber and WSO2.
Technical Account Management
When provided for in your Subscription, WSO2 will assign a qualified Technical Account Manager (TAM) to your account. The TAM provides you with a primary point of contact for coordinating WSO2 support and delivery issues.
Your assigned TAM acts as a dedicated contact for your support services, maintaining context and accelerating response and resolution times. A TAM can be engaged through the online support system, or directly (email, phone, chat). For a non-trivial issue the TAM will ensure the issue is recorded as a ticket in the support system. The TAM will respond to and resolve tickets within his expertise, and assist with issue regression, analysis, and debugging, and coordinate development of bug fixes, and the building, testing, and delivery of updates by the WSO2 support team. The TAM is a member of any Incident “war team” escalation process. We also encourage you to establish a regular status meeting between the stakeholders of your WSO2 project and the TAM.
When your TAM service indicates dedicated hours your TAM will establish a weekly schedule with you (8, 20, or 40 hours) during business hours in your time zone. Within these dedicated hours, support tickets in your account are the TAM’s top priority with a goal of responding in 30 minutes or less to all incidents and queries. Outside the pre-scheduled hours, but within the working hours of the TAM, your account is second in priority only to dedicated hours of another account managed by the TAM. Issue priority within your account remains priority based on a first-come-first-served basis, unless you coordinate with the TAM to establish a different priority. Outside the working hours of the TAM, or at any point the TAM is already engaged in a top priority ticket, general WSO2 support system access and SLAs continue to be available.
Note that the allocation of a TAM does not alter the support SLA but establishes a priority queue for your tickets within the support duties of your specific TAM. The TAM is allocated and remains managed exclusively by WSO2. Except in case of emergency replacements, WSO2 will provide you 7 days of advance notice of any change in your designated TAM.
Questions or correspondence about this policy can be directed to email@example.com, or to WSO2, Attn: Support Manager, 787 Castro Street, Mountain View, CA 94041, USA.
“Business Day” means any day, excluding weekends and public holidays, in the United States of America, unless otherwise specified in a Subscription Agreement.
“Business Week” means five consecutive Business Days.
“Combined Product” means each value-added software application program and/or computer hardware product specified in a Subscription Agreement that (i) incorporates the Supported WSO2 Open Source Software and (ii) is developed by Subscriber for commercial distribution to more than one End-User.
“Query Support Limit” means the maximum allowed utilization within a Subscription term of the support system for raising Queries, measured in hours expended by WSO2 in reaching a resolution.
“Documentation” means any current user guides, operating instructions, release notes, update announcements, installation guides, on-line help files regarding the use of the Supported WSO2 Open Source Software, manuals or other materials that are generally made available with the software by either the Apache Software Foundation or WSO2, depending on the specific software product.
“End User” means Subscriber or a third party licensed to use a Combined Product internally and not for distribution.
“Error” means either (a) a failure of the Supported WSO2 Open Source Software to conform to the specifications set forth in the Documentation, resulting in the inability to use, or restriction in the use of, the software, a runtime failure of the systems under Managed Cloud hosting provided by WSO2, and/or (b) a problem requiring new procedures, clarifications, or additional information. It does not include development of new features.
“First Level Support” should your Agreement designate it, offers L1-L3 support (detailed under Support Levels in Section 6 above) on a 24x7x365 basis for the Supported WSO2 Open Source Software.
“Fix” means either a software modification or addition that, when made or added to the Supported WSO2 Open Source Software, corrects the Error or Incident, or a procedure or routine that, when observed in the regular operation of the software, eliminates the practical adverse effect of the Error on Subscriber or End Users.
“Managed Cloud” is a service in which WSO2 can maintain the hosted Supported WSO2 Open Source Software in accordance with the Service Levels as set out in Section 1.2.
“Second Level Support”should your Agreement designate it, offers L2-L3 support (detailed under Support Levels in Section 6 above) on a 24x7x365 basis for Supported WSO2 Open Source Software used in a Combined Product.
“Subscriber” means those individuals and entities that have entered into a Subscription Agreement with WSO2 for all necessary licenses and the provision of Support Services.
“Subscription Agreement” means a WSO2 Subscription Agreement or OEM Support Agreement, addendum or amendment, work order, statement of work or other agreement between WSO2 and Subscriber for the provision of Support Services (as they may be varied, supplemented, amended or replaced from time to time in accordance with the terms contained therein.)
“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 Agreement entered into between Subscriber and WSO2.
“Support Policy” means the policies and procedures as set forth herein.
“Supported WSO2 Open Source Software” means the specific instances of open source software identified in a Subscription Agreement, or upgraded versions thereof.
“Target Resolution Time” means time within which WSO2's support team will provide a final resolution or Fix to the Incident and indicate its closure on the WSO2 Support Portal to Subscriber, to the reasonable satisfaction of Subscriber.
“Target Response Time” is defined as time elapsed between the reporting of an Incident by the Subscriber or WSO2 becoming aware of the Incident (whichever is earlier) and a WSO2 Technical Support Engineer acknowledging the receipt of such report to Subscriber through the WSO2 Support Portal and beginning the resolution process.
“Target Workaround Time” means the time within which WSO2’s support team will provide a Fix or a Workaround for an Incident to the reasonable satisfaction of Subscriber.
“Workaround” is a temporary solution for an Incident until a more permanent resolution by way of a Fix is arrived at by WSO2. Workaround will lead to the final resolution of an Incident by way of a Fix in accordance with the Target Resolution Time.
“Update” means software components, media, printed materials, and online or electronic documentation that augments the capability or addresses a requirement or deficiency in the Supported WSO2 Open Source Software. Updates include patches obtained through the WSO2 Update service or delivered directly to Subscriber.