This Partner Support Guide provides additional terms that are incorporated into and form a part of the MongoDB Partner Program Agreement and MongoDB Technology Partner Addendum.
Partner is responsible for providing support to End Users of Partner Technology and the Integration.
If an End User consents to MongoDB and Partner collaborating and sharing information to troubleshoot and resolve the End User’s support case, the parties will use reasonable efforts to collaborate in order to diagnose and resolve that support case.
If MongoDB authorizes you to receive support as a Partner (“Partner Support”), such Partner Support is governed by this MongoDB Technology Partner Program Support Guide (“Partner Support Guide”). MongoDB Partner Support may only be used by Partner in connection with Partner’s development and testing of the Integration, and not on behalf of End Users.
The following hours, support channels, and initial response goals for each Partner Support level apply. All Partner Support entitlements will expire after 12 months, and MongoDB may revoke your Partner Support entitlement at any time.
Development-only support for Severity Level 3 or 4 Issues or Errors, general questions, and access to the MongoDB Support knowledge base.
Hours: M - F, 9am - 6pm Local Time*
Channels: web portal
| Severity | Initial Response Goal |
|---|---|
| Level 3 | 24 hours |
| Level 4 | 24 hours |
* Local Time is a primary time zone specified by you
Development-only support for assistance with Severity Level 3 and Severity Level 4 Issues or Errors, development best practices, and access to the MongoDB Support knowledge base.
Hours: M - F, 9am - 6pm Local Time
Channels: web portal
| Severity | Initial Response Goal |
|---|---|
| Level 3 | 12 hours |
| Level 4 | 24 hours |
* Local Time is a primary time zone specified by you.
Production and development support for select technology partners and access to the MongoDB Support knowledge base.
Hours:
Channels: web portal, and phone for Severity Level 1 and 2 case confirmation
| Severity | Initial Response Goal |
|---|---|
| Level 1 | 8 hours |
| Level 2 | 10 hours |
| Level 3 | 12 hours |
| Level 4 | 24 hours |
* Local Time is a primary time zone specified by you.
1.1. To enable MongoDB to provide Partner Support, you agree to: (i) provide MongoDB with reasonable detail of the nature of and circumstances surrounding the Issue or Error; (ii) provide MongoDB with diagnostic data that is reasonably requested; and (iii) provide MongoDB with reasonable cooperation in the diagnosis and resolution of any Issues and Errors.
1.2. You must contact MongoDB Technical Support by phone (at the phone numbers listed in the MongoDB Support Portal) immediately after opening a Severity Level 1 or Severity Level 2 support case to ensure the applicable Initial Response Goal is met.
Partner Support is only available in English. MongoDB has no obligation to provide any Partner Support: (i) for any software, hardware or other element of the Partner environment not provided by MongoDB; (ii) if Partner or a third party has altered or modified any portion of the Software; (iii) if Partner has not used the Software in accordance with Documentation or instructions provided by MongoDB, including failure to follow implementation procedures; (iv) if Partner is running a version of the Software that has passed its end of life date; or (v) for beta or preview offerings.
1.1. "Error" means a reproducible failure of the Software to perform in substantial conformity with the Documentation.
1.2. "Issue'' means a question or concern that is not a result of an Error.
1.3. Severity Levels:
Severity Level 1 refers to an Error that impacts Partner’s Production Environment, where the Software is down or seriously impaired or Partner’s production data is lost or destroyed, and there is no workaround currently available.
Severity Level 2 refers to an Error where the Software is moderately impaired. The Partner’s system is functioning but in a reduced capacity, and there is no workaround currently available or the workaround is cumbersome to use.
Severity Level 3 refers to an Error or Issue that has been identified but does not prevent normal operation of the Partner’s system, or where the situation may be temporarily circumvented using an available workaround. A Severity 3 case does not need to be related to a Production system. No data has been lost and the system has not failed.
Severity Level 4 refers to non-critical Errors or Issues, including general questions and requests for enhancements to the Software.