SOFTWARE SUPPORT SERVICES AGREEMENT

Last Updated: December 5, 2025

Prior versions of this Software Support Services Agreement are available here.

This is YugabyteDB, Inc.’s (“YugabyteDB”) Support Services Agreement (“Support Agreement”). It supplements the terms and conditions of any license agreement between YugabyteDB and a Customer which references or incorporates this Support Agreement (collectively referred to as “EULA”). All capitalized terms not defined herein have the same meaning as defined in the EULA. In the event of a conflict between the terms of this Support Agreement and those of the EULA, the terms set forth in the EULA shall supersede and control.

  1. DEFINITIONS.
    1. “Business Hours” means Monday to Friday, 9:00am-5:00pm based on the location of the primary Customer contact, which must be provided to YugabyteDB during initial support onboarding. For example, for a Customer based in New York, Business Hours will be 9am-5pm EST or EDT, depending on the time of year local time. Standard Business Hours does not include local holidays.
    2. “Commercial Software” means any software (i.e. Software and third-party software) and documentation that is owned, controlled by, or licensed to Customer by YugabyteDB for the performance of services related to this SLA.
    3. “Error” means a failure in the Software to materially conform to the specifications described in the Documentation.
    4. “Maintenance Release” means a generally available release of the Software that typically provides maintenance corrections only or high severity bug fixes, designated by YugabyteDB by means of a change in the digit to the right of the second decimal point (e.g. Software 2025.1 >> Software 2025.1.1. For legacy versions, maintenance releases may be designated, by means of a change in the digit of the Update number (e.g. Software 2025.1 Update 1).
    5. “Modified Code” means any Customer-created modifications, additions or development of code scripts deviating from the predefined product code tree(s)/modules developed by YugabyteDB for production deployment or use.
    6. “Software Release” means any subsequent version of the Software provided by YugabyteDB after initial delivery of the Software, but does not include new Software products or services (as determined by YugabyteDB).
    7.  “Software Support Services” means the provision of Software-related telephone or web-based technical assistance by YugabyteDB to Customer’s technical contact(s) with respect to installation, Errors (as defined in Section 1.4), and technical product problems.
    8. “Update” means the application of a maintenance release to resolve Errors, such as bug fixes and patches, and minor releases which may include new features, functionality and minor enhancements.
    9.  “Upgrade” means the application of a major release which includes new features of functionality and enhancements which are made available from time to time and for which an additional fee may apply.
  2. PROVISION OF SOFTWARE SUPPORT SERVICES.
    1. Yugabyte shall provide Software Support Services to Customer (1) commencing upon the Effective Date, (2) during the Subscription Period, and (3) subject to the terms of this Support Agreement, as set forth in Section 5.
    2. End of Support Life. When Software reaches its End of Support Life, YugabyteDB will no longer provide support for that version. YugabyteDB shall publicly post notice of End of Support Life of the affected Software and the timeline for discontinuing support in its Release support policy (available at https://docs.yugabyte.com/preview/releases/versioning/#stable-release-support-policy), which may be updated by YugabyteDB from time to time. YugabyteDB shall have no obligation to provide Support Services for Software after the End of Support Life.
    3. This Support Agreement will automatically update to Yugabyte’s then-current Support Agreement set forth at https://www.yugabyte.com/yugabyte-software-support-services-agreement/ upon Customer’s renewal of its EULA.
  3. EXCLUSIONS. Software Support Services do not cover problems caused by the following, but Customer may request assistance from YugabyteDB for such problems, for an additional fee:
    1. Software that is not a Current Supported Software Releases as described in Section 5;
    2. Unusual external physical factors such as inclement weather conditions that cause electrical or electromagnetic stress or a failure of electric power, air conditioning, or humidity control; neglect; misuse; operation of the Software with any other software, hardware, technology, data, or other materials not in accordance with the manufacturer’s specifications; or causes other than ordinary use;
    3. Use of the Software that deviates from any operating procedures as specified in the Documentation;
    4. Third-party materials, other than the interface of the Software with the third-party materials;
    5. Network failures or network configurations;
    6. Modified Code. If YugabyteDB suspects that a reported problem may be related to Modified Code, YugabyteDB may, in its sole discretion, (i) request removal of the Modified Code, and/or (ii) direct Customer to  product discussion forums or offer consulting services for an additional fee;
    7. Issues relating to 3rd party software integrations, including any 3rd party SaaS integrations;
    8. Any customized deliverables, including diagnostic tools, created by YugabyteDB, YugabyteDB partners or third-party service providers specifically for Customer as part of consulting services;
    9. Lost or damaged data; or
    10.  Use of the Software with unsupported tools (i.e., Java Development Kit (JDK); Java Runtime Environment (JRE)), APIs, interfaces, or data formats other than those included with the Software and supported as set forth in the Documentation.
  4. YugabyteDB’s support obligations are limited to the Commercial Software and services explicitly described in this Support Agreement. This Support Agreement does not include: (a) Customer application debugging or optimization; (b) performance tuning beyond standard configuration recommendations; (c) custom integrations or modifications; (d) training beyond standard documentation and knowledge base resources; or (e) consulting services not specifically included in this Support Agreement.
  5. CUSTOMER RESPONSIBILITIES. The requirements in this Section need to be in place in order for YugabyteDB to commence performance of services. YugabyteDB’s obligations regarding Software Support Services are subject to the following:
    1. Customer agrees to receive communications from YugabyteDB via e-mail, telephone, web, and other formats, regarding Software Support Services (such as communications concerning support coverage, Errors or other technical issues and the availability of new releases of the Software and training options);
    2. Customer’s technical contact shall cooperate to enable YugabyteDB to deliver the Software Support Services;
    3. Customer is solely responsible for the use of the Software by its personnel and third-party agents, and shall properly train its personnel and third-party agents in the use and application of the Software;
    4. Customer shall promptly report to YugabyteDB all problems with the Software, and shall implement any corrective procedures provided by YugabyteDB promptly after YugabyteDB provides it;
    5. Customer is solely responsible for protecting and backing up the data and information stored on the computers on which the Software is used and should confirm that such data and information is protected and backed up in accordance with any internal or regulatory requirements as applicable, before contacting Yugabyte for Software Support Services. Yugabyte is not responsible for lost data or information in the event of errors or other malfunction of the Software or computers on which the Software is used; and
    6. Customer will have dedicated resources available to work on a 24×7 basis on Severity One Errors;
  6. SOFTWARE SUPPORT SERVICES TERMS
    1. Requesting Software Support Services.
      1. Software Support Services are requested by submitting a support case by:
        1. reporting the issue using YugabyteDB’s online support system https://support.yugabyte.com (“Support Portal”)
        2. sending email to support@YugabyteDB.com (only from email addresses that are pre-registered in YugabyteDB’s Software Support Services system)
      2. Customer will: (i) provide YugabyteDB with reasonable detail of the nature of and circumstances surrounding the Error, and (ii) provide YugabyteDB with reasonable access to Customer’s environment as necessary to enable YugabyteDB to provide Software Support Services.
    2. Severity Level & Response Times.  Severity measures  the relative impact an Error has on Software use, as defined by YugabyteDB, and assigned by YugabyteDB and Customer when opening a Support request. Response times depend on the severity level and the complexity of the Error. Error severity levels may be re-evaluated upon availability of a workaround. The YugabyteDB Technical Support Engineer will use commercially reasonable efforts to respond to a case based on the Severity Level.  Target Response Times (as set forth in the table below) begin once a case is opened by the YugabyteDB Technical Support Engineer and continue during Business Hours until the case is closed.
      SEVERITYTARGET RESPONSE TIME & EFFORT
      Severity One means Customer’s production server or other mission critical system(s) are down and no workaround is immediately available and (i) all or a substantial portion of Customer’s mission critical data is at a significant risk of loss or corruption; (ii) Customer has had a substantial loss of service; or (iii) Customer’s business operations have been severely disrupted.30 minutes after submitting a case through the Support Portal.

      YugabyteDB will maintain 24×7 on-call engineering coverage and escalate Severity One issues to appropriate technical resources to provide a resolution as soon as is commercially reasonable. Customers are required to submit a case through YugabyteDB’s Support Portal in accordance with Section 6.1.1 of this SLA and select ‘Alert On-Call Engineer’ for all Severity One incidents.

      Severity Two means that major functionality is severely impaired such that (i) operations can continue in a restricted fashion, although long-term productivity might be adversely affected; (ii) a major milestone is at risk; ongoing and incremental installations are affected; or (iii) only a temporary workaround is available.2 Business Hours after submitting a case through the Support Portal.

      YugabyteDB will work during its normal hours of operation to provide a resolution for any such Errors as soon as is commercially reasonable. Customers are advised to log a case via the Support Portal.

      Severity Three means a partial, non-critical loss of functionality of the Software such that: (i) the operation of some component(s) is impaired but allows the user to continue using the Software; or (ii) initial installation milestones are at minimal risk.8 Business Hours

      YugabyteDB will use commercially reasonable efforts during Business Hours to provide a resolution for any such Error.

      Severity Four means general usage questions and cosmetic issues, including errors in the Documentation.Next Business Day

      YugabyteDB will use commercially reasonable efforts during its normal hours of operation to respond to this request.

    3. Release Support
      1. YugabyteDB will provide updates during the maintenance support period as set forth in the Documentation.
      2. Following the maintenance support period, YugabyteDB will provide technical support for at least an additional 180 days subject to the following guidelines:
        1. updates and upgrades will not be made to the Minor Release;
        2. YugabyteDB will direct Customers to existing updates and workarounds applicable to the reported case; and
        3. YugabyteDB may direct Customers to upgrade to a current release if a workaround does not exist.
      3. YugabyteDB will post a notice of End of Life (EOL) for the affected Software and the timeline for discontinuing Software Support Services at https://docs.yugabyte.com/preview/releases/. YugabyteDB has no obligation to provide Software Support Services for Software after EOL.
    4. Current supported Software releases are listed at https://docs.yugabyte.com/preview/releases/. Starting with version `2.2`, YugabyteDB uses a new release versioning convention for stable and preview releases. The following sections cover the new release versioning convention and descriptions of stable releases and the preview release. Maintenance and EOL support applies to even (stable) releases only. Customers are advised to not use odd (preview) releases in production. YugabyteDB follows the semantic versioning SemVer convention for numbering release versions, modified slightly to use even and odd minor releases to denote stable and latest releases, respectively. Release versions follow the semantic versioning format of `MAJOR.MINOR.PATCH`, where non-negative integers are used for:
      1. `MAJOR`— Includes substantial changes.
      2. `MINOR` — Incremented when new features and changes are introduced.
      3. ‘EVEN` — Stable minor release, intended for production deployments.
      4. `ODD` — Latest minor release, intended as a feature preview for development and testing.
      5. `PATCH` — bug fixes and revisions that do not break backwards compatibility.
  7. Customer Providing L1 and L2 Support Services.  The Parties may agree in writing that YugabyteDB will train Customer’s skilled technical personnel (“Customer Personnel”) to (a) perform Level 1 and Level 2 support services for its internal users and customers and (b) escalate, Level 3 support to YugabyteDB’s Technical Support Engineer, via a warm hand-off. In such cases, the parties will define the levels of support, respective responsibilities and, if applicable, training fees.