Last updated: January 19, 2024. To see what has changed in this policy, click here.
This Legacy Support Policy applies to MongoDB Server versions lower than 5.0. If you are using MongoDB 5.0 or higher, please see our new Software Support Policy and Cloud Services Support Policy.
1. Support is only available in English and for versions of the Software identified by MongoDB, Inc. ("MongoDB") as Stable Releases.
2. Customer agrees to: (i) provide MongoDB with reasonable detail of the nature of and circumstances surrounding the Error, (ii) provide MongoDB with reasonable access to Customer's environment as necessary to enable MongoDB to provide Support; and (iii) provide MongoDB with reasonable cooperation in the diagnosis and resolution of any Errors.
3. The terms of Support for our currently available subscriptions are defined below.
MongoDB Subscription Levels
* Local Time is a primary time zone specified by you.
MongoDB Atlas Subscription Levels
* Local Time is a primary time zone specified by you.
4. MongoDB Customers (with the exception of MongoDB Development and MongoDB Atlas Developer subscribers) must contact MongoDB Technical Support by phone (phone numbers are listed in the MongoDB Support Portal) immediately after opening a Blocker or Critical support case to ensure the applicable Initial Response Goal is met. If you do not have a current MongoDB subscription and would like to speak with someone, please contact a MongoDB representative.
5. MongoDB Atlas Platinum, MongoDB Atlas Enterprise, MongoDB Atlas Pro, MongoDB Enterprise Advanced, and MongoDB Professional include unlimited phone and web support. Development Support includes unlimited phone and web support for teams of up to ten (10) members. MongoDB Atlas Developer includes unlimited web support.
6. MongoDB has no obligation to provide any Support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by MongoDB, (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 MongoDB, 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.
7. With your consent, MongoDB may share information related to a particular support case with your other relevant service providers that are MongoDB partners in order to troubleshoot and resolve the support case.
8. MongoDB only provides Support for the Stable Release of the Software. Support is effective immediately upon the release of a new Generally Available (“GA”) Stable Release of the Software, and Support will be in effect for a period of eighteen (18) months after this release date or one year from the release date of the next Update (excluding Maintenance Versions), whichever is longer. As part of Support, MongoDB may provide version Updates. The lifecycle schedule can be found below, and it is applicable to Minor Versions and Major Versions of the Software. It is NOT applicable to Maintenance Versions of the Software.
MongoDB Server
9. MongoDB provides Support for Ops Manager effective immediately upon the release of a new Generally Available (“GA”) Stable Release of the Software. Support will be in effect for a period of eighteen (18) months after this release date or twelve (12) months from the release date of the next GA Stable Release of the Software, whichever is longer. MongoDB will support MongoDB add-ons or extensions to Ops Manager that are compatible with both a currently supported version of Ops Manager and supported versions of any dependent software. MongoDB also provides limited Support for Ops Manager Rapid Releases. The Rapid Release Support Policy can be found here.
MongoDB Ops Manager
10. MongoDB provides Support for MongoDB Enterprise Tools, including the MongoDB Connector for Business Intelligence (“BI Connector”), MongoDB Compass, and MongoDB Spark Connector, effective immediately upon the release of each new GA Stable Release of the Software. Support will be in effect for a period of eighteen (18) months after this release date or twelve (12) months from the release date of the next GA Stable Release of the Enterprise Tool, whichever is longer.
MongoDB Connector for Business Intelligence (“BI Connector”)
MongoDB Compass
11. Definitions.
"Customer" means the person or entity that purchases Support from MongoDB pursuant to an applicable agreement between Customer and MongoDB.
“Documentation” means the documentation made available by MongoDB 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.
"Maintenance Version" means a version of the Software identified by a change in the digit to the right of the rightmost decimal point (x.x.X).
"Major Version" means a 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 version of the Software identified by a change in the middle number in between the two decimal points (x.X.x).
“Rapid Release” refers to MongoDB Ops Manager only and means a version designated with an odd number in the second decimal place (e.g., v. 4.1.x).
“Software” means the MongoDB software and all Updates which MongoDB makes available, including MongoDB Ops Manager, MongoDB Compass, MongoDB Connector for BI, and MongoDB Cloud Manager.
“Stable Release” means a version designated with an even number or zero in the second decimal place (e.g., v 1.2.x or v 2.0.x).
“Support” means the level of support purchased by Customer as described in this MongoDB Support Policy.
“Update” means a Major Version, Minor Version or Maintenance Version of the Software made available by MongoDB.