WSO2 Support Services Policy
Version 5.7, effective 1 September 2022
This document sets forth the policies governing the provision of WSO2 Support Services in
accordance with a Subscription.
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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. New users can be added by request from an authorized administrator to [email protected].To ensure we can properly address your issue, please ensure that you:
- Follow specific guidelines posted on the support portal on how to open support cases.
- Correctly classify the issue either as an Incident, Query, or otherwise.
- Provide an initial Priority Level for Incidents.
- Identify the specific deployment 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 information.
- Work with stakeholders in your organization to ensure their participation as
necessary to reach a satisfactory outcome.
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Support Case Types
A WSO2 Subscription includes access to a support account, which handles distinctive types of
support cases:An “Incident” represents a failure of one of the specific production or pre-production
deployments (if applicable) covered by your subscription. A production deployment 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, or QA deployments.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 or pre-production deployment.Managed Services subscribers may open“Hosting Incidents” concerning the operation of a
system under WSO2 Managed Services. A general question concerning Managed Services isWSO2 SP-5.7 Effective 1 September 2022
p. 2 © 2022 WSO2
captured as a “Hosting Query,” and a request for a deployment or configuration change is
captured as a “Hosting Task.” -
Service Levels
For each Incident WSO2 endeavors to respond to and resolve the case as quickly as possible,
within the Target Response Time, Target Workaround Time (if applicable), and Target Resolution
Time (if applicable) 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 delays 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.Enterprise Support Plan Service Levels 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 Environment prod + pre-prod prod + pre-prod prod + pre-prod Support Case Limits no limit no limit no limit Queries Target Response Time 1 Business Day Target Resolution Time best efforts Support Case 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 Case Limits no limit no limit no limit Hosting Tasks and Queries Target Response Time 1 Business Day Target Resolution Time best efforts Support Case Limits unlimited Basic Support Plan Service Levels Hours of coverage Americas: 12x5 (7.00 a.m. - 7.00 p.m. ET M-F)
EMEA: 12x5 (7.00 a.m. - 7.00 p.m. GMT M-F)
ME: 12x5 (7.00 a.m. - 7.00 p.m. GMT S-T)
APAC: 12x5 (7.00 a.m. - 7.00 p.m. IST M-F)Incidents P1 P2 P3 Target Response Time 4 hours 6 hours 8 hours Target Workaround Time 48 hours 72 hours 1 Business Week Environment production only production only production only Support Case Limits no limit no limit no limit Queries Target Response Time 1 Business Day Support Case Limits 25 hours -
Incident Priority
A Subscriber makes the initial determination of the priority level of Incidents, pursuant to
the severity of impact.If a case is misclassified with respect to priority level or the type of case, the support team,
in consultation with the Subscriber, will reclassify the case 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 deployment is blocking a critical
release to production. - For Managed Services: The Subscriber cannot access the
system. - For Managed Services: 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 the
Subscriber’s long-term productivity might be adversely affected. - Internal software error causing the Supported WSO2 Product
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.
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Scope
To be in scope for support, an Incident must affect the operation of the specific Supported
WSO2 Product instances associated with, and within the usage limits defined by, 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 maximum hourly Query Support Limits as specified in the Subscription
Order Form. All hours expended by WSO2 in reaching a satisfactory resolution are counted
towards this limit, except for hours expended by WSO2 in developing a Fix for a
product, connector, migration script, or documentation where the error or omission is so severe
that it prevents the products from being used at even a basic level.To be in scope for Managed Services support, 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 Services 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 extension may 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 defined in your Subscription, if you have failed to
conform to applicable license terms, 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 responses to
requests for information through our support system, following our advice or instruction on a
resolution, or properly installing Updates that are recommended as part of the resolution. On a
P1 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 targets are predicated on your
sufficient involvement. -
Support Levels
WSO2’s Basic Support Plan and Enterprise Support Plan offers L1-L4 support. The OEM Support
Plan offers L2-L4 support.Level 1 (L1) Initial case acceptance from the End User, validation of support eligibility,
initial response, and case 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, adjusting the use of the product, or adjusting the deployed
environment.Level 4 (L4) Developing a product update or documentation Fix that resolves the issue. -
Updates and Upgrades
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 to remedy an Error in one or more
Supported WSO2 Product components, which WSO2 will determine by 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 decide if the Fix will be committed into the software component’s
source code tree.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 cases. -
Lifespan and Deprecation
WSO2 commits to support each major and minor release of the Supported WSO2 Product for a
minimum of 3 years from the date of release. After this period WSO2 may discontinue WSO2
Support Services for a product version at any time.After WSO2 notifies the Subscriber of the intention to discontinue support for a product version,
WSO2 will use commercially reasonable efforts to continue to support the version for at least
one year after that announcement.A complete record of the release and active support dates for each product version is
maintained at https://wso2.com/products/support-matrix. -
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. -
Customer Success Management
When provided for in your Subscription, WSO2 will assign a qualified Customer Success Manager
(CSM) to your account. The CSM provides you with a primary point of contact for coordinating
WSO2 support and delivery issues.Your assigned CSM acts as a dedicated contact for your support services, maintaining context
and accelerating response and resolution times. A CSM can be engaged through the online
support system, or directly (i.e., email, phone, chat, etc.). For a non-trivial issue, the CSM will ensure the
issue is recorded as a support case in the support system. The CSM will respond to and resolve
cases within their 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 CSM 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 CSM.When your CSM service indicates dedicated hours, your CSM will establish a weekly schedule
with you (20, or 40 hours) during business hours in your time zone. Within these dedicated
hours, support cases in your account are the CSM’s top priority with a goal of responding in 30
minutes or less to incidents of all severities and queries. Outside the pre-scheduled hours, but
within the working hours of the CSM, your account is second in priority only to dedicated hours
of another account managed by the CSM. Issue priority within your account remains priority
based on a first-come-first-served basis, unless you coordinate with the CSM to establish a
different priority. Outside the working hours of the CSM, or at any point the CSM is already
engaged in a top priority case, general WSO2 support system access and SLAs continue to be
available.Note that the allocation of a CSM does not alter the support SLA but establishes a priority queue
for your support cases within the support duties of your specific CSM. The CSM 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 CSM. -
Questions
Questions or correspondence about this policy can be directed to [email protected], or to WSO2, Attn: Support Manager, 3080 Olcott St., Suite C220, Santa Clara, CA 95054, USA.
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Definitions
“Business Day” means any day, excluding weekends and public holidays, in the United
States of America, unless otherwise specified in a Subscription.“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 that (i) incorporates the Supported
WSO2 Product and (ii) is developed by the 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, online help files regarding the use of the
Supported WSO2 Product, manuals or other materials that are generally made available
with the software by WSO2.“End User” means a 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 Product 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 Services 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 Order Form designate it, offers L1-L4 support (detailed
under Support Levels in Section 6 above) on a 24x7x365 basis for the Supported WSO2
Product.“Fix” means either a software modification or addition that, when made or added to the
Supported WSO2 Product, 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 Services” is a service in which WSO2 can maintain the hosted Supported WSO2
Product in accordance with the Service Levels as set out in Section 1.2.“Second Level Support” should your Order Form designate it, offers L2-L4 support (detailed
under Support Levels in Section 6 above) on a 24x7x365 basis for Supported WSO2 Product
used in a Combined Product.“Subscriber” means those individuals and entities that have entered into a Subscription with
WSO2 for all necessary licenses and the provision of Support Services.“Subscription” means the applicable agreement(s) between WSO2 and a Subscriber for the
provision of Support Services, including Order Forms.“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.“Support Policy” means the policies and procedures as set forth herein.
“Supported WSO2 Product” means the instances of software identified in a Subscription, or
upgraded versions thereof, used within the limits prescribed by the Subscription.“Resolution Time” means the time elapsed between the acknowledgement of an Incident
and the final resolution or Fix or an ETA of a Fix to the Incident to the reasonable satisfaction
of Subscriber, as indicated on the WSO2 Support Portal.“Response Time” is defined as the 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.“Workaround Time” means the time elapsed between the acknowledgement of an Incident
and the provision of a Fix or a Workaround for an Incident, to the reasonable satisfaction of the
Subscriber.“Target” means a goal WSO2 shall endeavor to achieve.
“Workaround” is a temporary solution for an Incident preceding a permanent resolution or
Fix.“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 Product. Updates include patches obtained through the WSO2 Update
service or delivered directly to the Subscriber.