Support Policy March 2016

Latest Revision: March 2016

1. Support is only available in English and for versions of the Software identified by OrientDB as Stable Releases.

2. Customer agrees to: (i) provide OrientDB with reasonable detail of the nature of and circumstances surrounding the Error, and (ii) provide OrientDB with reasonable access to Customer’s environment as necessary to enable OrientDB to provide Support.

3. The terms of Support for each Subscription level are defined below:
When Customer reports a problem or asks as question of OrientDB Support, a ticket is opened with an associated priority. Priority definitions are listed below.

Priority Level First Response Goals
Production Support24×7 or

GMT Business Hours 9:00 AM-7:00 PM Monday through Friday

Development SupportGMT Business Hours 9:00 AM-7:00 PM Monday through Friday
1 – Critical. Due to an Error, the Production Software is down or seriously impacted, or the Customer data is lost or destroyed, and there is no workaround currently available.  2 hours Not Applicable for Development Support
2 – HighDue to an Error, the Production Software is moderately affected on minor components. There is no workaround currently available or the workaround is cumbersome to use.  4 hours 8 hours
3 – MediumThe 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.  24 hours 16 hours
4 – Minor/TrivialNon-critical Errors, general questions, requests for enhancements to the Software. 72 hours 24 hours

If the terms indicated above are not respected by the Vendor, the contract will be extended at no charge for the Client of 5 days more for every time the SLA terms are not met.

4. OrientDB shall have no obligation to provide any Support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by OrientDB, (ii) if Customer or a third party has altered or modified any portion of the Software, (iii) if Customer has not used the Software in accordance with Documentation or instructions provided by OrientDB, including failure to follow implementation procedures, or (iv) if Customer has failed to replace earlier versions of the Software with Updates made available to Customer.

5. Enterprise and Developer Support include unlimited web support through the OrientDB Issue Tracking platform. Development Support includes unlimited web support for teams, by default, of up to two (2) members per package. Additional members can be supported only if agreed in the contract Development Support contract.

6. OrientDB only provides Support for the Stable Versions of the Software. Support is effective immediately upon the release of the first Generally Available (“GA”) major or minor version of the Software, and Support will be in effect for a period of eighteen (18) months after a major and minor release date. As part of Support, OrientDB may provide Updates as Maintenance Releases (also Hotfix). Currently supported versions can be found below:

Release Date & End of Life Date:

  • v1.7 – May-14 Nov-16
  • v2.0 – Jan-15 Jul-16
  • v2.1 – Aug-15 Feb-17
  • v2.2 – May-16 Dec-18

7. Support Channels.

Customer may contact OrientDB for support by using the OrientDB Issue Tracker, integrated with GitHub. Clients should provide a list of GitHub accounts for all the developers that will access the platform.

  • Issue Tracker to report issues. The client can open a public or private issue. In order to involve the user community, public issues are synchronized to GitHub’s Issue Tracker. If the issue contains sensitive information, please use the Private issue option (the default).
  • Chat. Each client has a private chat between the client and OrientDB Support team only. All chat messages are recorded.


8. Definitions.

  • “Customer” means the person or entity that purchases Support from OrientDB pursuant to an applicable agreement between Customer and OrientDB.
  • “Documentation” means the documentation made available by OrientDB 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.
  • “Major Version” means a later version of the Software identified by a change in the digit to the left of the left-most decimal point (X.x.x).
  • “Minor Version” means a later version of the Software identified by a change in the middle number in between the two decimal points (x.X.x).
  • “Maintenance Version”, or Hotfix, means a later version of the Software identified by a change in the digit to the right of the right-most decimal point (x.x.X).
  • “Software” or “Product” means the OrientDB software and all Updates which OrientDB makes available.
  • “Stable Release” means a version that has been officially released. Non stable versions are the snapshots (example: 2.2.8-­SNAPSHOT).
  • “Subscriptions” means the annual Developer, Standard and Enterprise Subscriptions purchased by Customer as described in this OrientDB Support Policy and the applicable agreement with the Customer.
  • “Support” means the level of support purchased by Customer as described in this OrientDB Support Policy.
  • “Update” means a Major Version, Minor Version or Hotfix (Maintenance Version) of the Software made available by OrientDB as part of Community and Enterprise editions.