From 7e40c8f9459768c9ce4143e32d1adf3693e79f46 Mon Sep 17 00:00:00 2001 From: Tamir Solomon Date: Mon, 30 Jun 2025 17:17:38 +0300 Subject: [PATCH 1/5] Updated SLA for support --- _data/nav.yml | 4 +- _docs/terms-and-privacy-policy/previous.md | 102 +++++++++++++++ _docs/terms-and-privacy-policy/sla.md | 143 +++++++++++---------- 3 files changed, 177 insertions(+), 72 deletions(-) create mode 100644 _docs/terms-and-privacy-policy/previous.md diff --git a/_data/nav.yml b/_data/nav.yml index c84fa112c..2c374635a 100644 --- a/_data/nav.yml +++ b/_data/nav.yml @@ -776,8 +776,10 @@ url: "/privacy-policy" - title: Acceptable Use Policy url: "/acceptable-use-policy" - - title: Service Commitment + - title: Support Service Objectives url: "/sla" + - title: Previous Service Commitment + url: "/previous" - title: Support Triage Definitions url: "/support-triage-definitions" - title: Cloud Credits diff --git a/_docs/terms-and-privacy-policy/previous.md b/_docs/terms-and-privacy-policy/previous.md new file mode 100644 index 000000000..c806cb126 --- /dev/null +++ b/_docs/terms-and-privacy-policy/previous.md @@ -0,0 +1,102 @@ +--- +title: "Previous Service Commitment (Up until June 30th, 2025)" +description: "" +group: terms-and-privacy-policy +toc: true +--- + +Our service level objectives + +##### 1. DEFINITIONS. + + + + +**1.1. “Downtime”** means any time that Codefresh-hosted portions of the Services are not available for access by Users. + + +**1.2. “Excused Downtime”** means any Downtime that is caused by (i) Maintenance, (ii) Licensee’s or Users’ telecommunications, internet, and network services, (iii) software, hardware, and services not controlled by Codefresh (including but not limited to third-party services used to provide the Services and software or sites that are accessed or linked through the Services), or (iv) any Force Majeure events or other matter beyond Codefresh’s reasonable control. + +**1.3. “Maintenance”** means maintenance to the Codefresh Services: (i) that occurs during the time period that Codefresh or its third-party service providers reserve for scheduled maintenance, which will be non-business hours (i.e. not during 9:00 a.m. to 6:00 p.m. Pacific Time, Monday through Friday, excluding those weekdays on which any federal holidays occurs in the United States) and will +not exceed four (4) hours per month; and (ii) any additional maintenance for which Codefresh provides Client with at least two (2) days advance notice. + + +**1.4. “Uptime”** means any time that is not Downtime. + + +##### 2. SERVICE AVAILABILITY. + +**2.1. Target Uptime Percentage**. Codefresh will use commercially reasonable efforts to provide at least 99.5% Uptime in any calendar month (the “Target Uptime Percentage”). + + +**2.2. Achieved Uptime Percentage**. Actual Uptime percentage for each calendar month will be the quotient, expressed as (i) the total minutes potentially available for Uptime for that month minus total minutes of Downtime (other than Excused Downtime), divided by (ii) the total minutes potentially available for Uptime for that month minus any minutes of Excused Downtime (the “Achieved Uptime +Percentage”). + +**2.2. Right to Cancel**. + +{::nomarkdown} + +

(i)     In the event that the Achieved Uptime Percentage is less than the Target Uptime Percentage in three consecutive calendar months (a “Triggering Event”), Client shall have the right to cancel the agreement (the “Cancellation Right”) by providing Codefresh written notice of such cancellation (a “Cancellation Notice”) within 14 days after the last day of the calendar month in which the Triggering Event arose (the “Triggering Month”). If Client does not provide a Cancellation Notice within 14 days after the last day of the Triggering Month, the Cancellation Right arising with respect to the Triggering Event shall expire.

+ + +

(ii)      Exercise of a Cancellation Right will be Client’s sole and exclusive remedy, and the entire liability of Codefresh, for any failure to achieve the Target Uptime Percentage or any breach of this our service level objectives herein. + + +{:/} + +##### [3. ERROR PRIORITIES AND RESPONSE TIMES.](#3-error-priorities-and-response-times) + + +Issues with the Codefresh Platform are classified based on severity of the issues and the required resources needed to resolve them. Codefresh will designate the severity and impact of the reported +issue as defined below and will use commercially reasonable efforts to respond and commence working on the applicable issue in accordance with the time periods below. + +**3.1. Response Times**. + +| Priority | Silver* | Gold* | Platinum** | +| -------------- | ---------------------------- | -----------------| -----------------| +|Urgent | 4 Hours | 2 Hours | 1 Hour | +| High | 6 Business Hours | 4 Business Hours | 2 Hours | +| Normal | 1 Business Day | 6 Business Hours | 3 Business Hours | +| Low | 1 Business Week | 2 Business Days | 8 Business Hours | + +***Silver and Gold:** 9AM - 5PM PST support. Production down events will be handled with utmost urgency. + +****Platinum:** 24/7 support. Platinum Customers can open urgent tickets in our Off-hours. + + +**3.2. Priority Definitions**. + +{: .table .table-bordered .table-hover} +| Priority Level | Description | +| -------------- | ---------------------------- | +| Urgent | Previously-working production services or functionality of the services are not available and there is no acceptable work around provided. | +| High | Disabled functionality, errors that result in a lack of significant functionality in the Services which prevent the user from accomplishing their testing with no acceptable work around provided.| +| Normal | Errors that cause previously-working non-critical features to malfunction. | +| Low | General questions, How-Tos, best practices questions, and feature requests.| + +[Severity Examples]({{site.baseurl}}/docs/terms-and-privacy-policy/support-triage-definitions/). + +**3.3. Support Channels**. + +{: .table .table-bordered .table-hover} +| Channel | Free | Silver | Gold | Platinum| +|----------------|-----------|--------- |------|---------| +| Support Portal | X | X | X | X | +| SLA | | X | X | X | +| Phone* | | | X | X | +| Slack** | | | | X | + +***Phone**: An initial reply by our answering service who will open a support ticket immediately which will be prioritized accordingly. This does include the 'Live support'/co-piloting/on boarding features offered by our Professional Services. + +****Slack:** Not intended to be used for critical issues. + +##### 4. VERSION HISTORY. + +{: .table .table-bordered .table-hover} +| Version Number | Nature of Change | Date Approved | +| -------------- | ---------------------------- | ---------------------------- | +|3.0 | General updates | 1 September, 2024 | +|2.0 | General updates | April 20, 2022 | +|1.1 | Added support information | April 7, 2021 | +|1.0 | Initial version | January 17, 2021 | + diff --git a/_docs/terms-and-privacy-policy/sla.md b/_docs/terms-and-privacy-policy/sla.md index 285a8bd95..c1ee8f6b3 100644 --- a/_docs/terms-and-privacy-policy/sla.md +++ b/_docs/terms-and-privacy-policy/sla.md @@ -1,102 +1,103 @@ --- -title: "Service Commitment" -description: "" +title: "Support Service Objectives" +description: "Service Level Agreements for Codefresh support" group: terms-and-privacy-policy toc: true --- -Our service level objectives +> **Note** +> Codefresh Service Level Agreements have been updated to align with Octopus Deploy standards. +> To view the previous SLA page, see [Previous SLA](https://codefresh.io/docs/docs/terms-and-privacy-policy/previous/). -##### 1. DEFINITIONS. +# Support Service Objectives +These objectives apply only to actual outages, bugs, errors, or defects in Codefresh-supported products when used in supported configurations. For unsupported issues—such as legacy product versions or unsupported configurations—we may still provide advice, but these SLAs will not apply. - +For Premium support customers, these objectives are contractually guaranteed. -**1.1. “Downtime”** means any time that Codefresh-hosted portions of the Services are not available for access by Users. - - -**1.2. “Excused Downtime”** means any Downtime that is caused by (i) Maintenance, (ii) Licensee’s or Users’ telecommunications, internet, and network services, (iii) software, hardware, and services not controlled by Codefresh (including but not limited to third-party services used to provide the Services and software or sites that are accessed or linked through the Services), or (iv) any Force Majeure events or other matter beyond Codefresh’s reasonable control. - -**1.3. “Maintenance”** means maintenance to the Codefresh Services: (i) that occurs during the time period that Codefresh or its third-party service providers reserve for scheduled maintenance, which will be non-business hours (i.e. not during 9:00 a.m. to 6:00 p.m. Pacific Time, Monday through Friday, excluding those weekdays on which any federal holidays occurs in the United States) and will -not exceed four (4) hours per month; and (ii) any additional maintenance for which Codefresh provides Client with at least two (2) days advance notice. - - -**1.4. “Uptime”** means any time that is not Downtime. - - -##### 2. SERVICE AVAILABILITY. - -**2.1. Target Uptime Percentage**. Codefresh will use commercially reasonable efforts to provide at least 99.5% Uptime in any calendar month (the “Target Uptime Percentage”). - - -**2.2. Achieved Uptime Percentage**. Actual Uptime percentage for each calendar month will be the quotient, expressed as (i) the total minutes potentially available for Uptime for that month minus total minutes of Downtime (other than Excused Downtime), divided by (ii) the total minutes potentially available for Uptime for that month minus any minutes of Excused Downtime (the “Achieved Uptime -Percentage”). - -**2.2. Right to Cancel**. - -{::nomarkdown} - -

(i)     In the event that the Achieved Uptime Percentage is less than the Target Uptime Percentage in three consecutive calendar months (a “Triggering Event”), Client shall have the right to cancel the agreement (the “Cancellation Right”) by providing Codefresh written notice of such cancellation (a “Cancellation Notice”) within 14 days after the last day of the calendar month in which the Triggering Event arose (the “Triggering Month”). If Client does not provide a Cancellation Notice within 14 days after the last day of the Triggering Month, the Cancellation Right arising with respect to the Triggering Event shall expire.

+--- +## 1.1 Response Time Objectives -

(ii)      Exercise of a Cancellation Right will be Client’s sole and exclusive remedy, and the entire liability of Codefresh, for any failure to achieve the Target Uptime Percentage or any breach of this our service level objectives herein. +The following table outlines our target response times based on priority and support plan: +| **Priority** | **Professional** | **Enterprise** | **Premium** | +|--------------|------------------|----------------|-----------------| +| **Urgent** | 2 Business Hours¹ | 1 Hour | 30 Minutes | +| **High** | 6 Business Hours | 2 Hours | 1 Hour | +| **Normal** | 1 Business Day² | 4 Hours | 2 Hours | +| **Low** | None | 2 Business Days| 8 Business Hours| -{:/} +¹ **Business Hours**: 9am–5pm on Business Days in the registered time zone for your supported product. +² **Business Day**: Weekdays (excluding public holidays) in your registered time zone. -##### [3. ERROR PRIORITIES AND RESPONSE TIMES.](#3-error-priorities-and-response-times) +If a support response would exceed remaining Business Hours in a day, time will resume on the next Business Day. Codefresh may respond outside these hours at its discretion. +--- -Issues with the Codefresh Platform are classified based on severity of the issues and the required resources needed to resolve them. Codefresh will designate the severity and impact of the reported -issue as defined below and will use commercially reasonable efforts to respond and commence working on the applicable issue in accordance with the time periods below. +## 1.2 Priority Definitions -**3.1. Response Times**. +### **Urgent** +A major service outage, such as: -| Priority | Silver* | Gold* | Platinum** | -| -------------- | ---------------------------- | -----------------| -----------------| -|Urgent | 4 Hours | 2 Hours | 1 Hour | -| High | 6 Business Hours | 4 Business Hours | 2 Hours | -| Normal | 1 Business Day | 6 Business Hours | 3 Business Hours | -| Low | 1 Business Week | 2 Business Days | 8 Business Hours | +- Codefresh instance is completely unavailable or unable to deploy +- Mission-critical systems are down or severely impacted +- Critical impact issues with: + - System hangs or crashes + - Data loss or corruption + - Critical functionality unavailable + - No viable workaround -***Silver and Gold:** 9AM - 5PM PST support. Production down events will be handled with utmost urgency. +### **High** +Significant impairment to usage, such as: -****Platinum:** 24/7 support. Platinum Customers can open urgent tickets in our Off-hours. +- Disabled functionality with no workaround +- Major application(s) operating with instability +- High impact issues with: + - Frequent restarts or recovery required + - Severely degraded performance + - Functionality partially available +### **Normal** +Non-critical issues with workaround: -**3.2. Priority Definitions**. +- Malfunctioning non-critical features +- Most functionality remains usable +- Examples: + - Minor functional errors + - Minimal performance degradation + - Usable workaround available -{: .table .table-bordered .table-hover} -| Priority Level | Description | -| -------------- | ---------------------------- | -| Urgent | Previously-working production services or functionality of the services are not available and there is no acceptable work around provided. | -| High | Disabled functionality, errors that result in a lack of significant functionality in the Services which prevent the user from accomplishing their testing with no acceptable work around provided.| -| Normal | Errors that cause previously-working non-critical features to malfunction. | -| Low | General questions, How-Tos, best practices questions, and feature requests.| +### **Low** +General requests and minimal-impact issues: -[Severity Examples]({{site.baseurl}}/docs/terms-and-privacy-policy/support-triage-definitions/). +- “How-to” questions +- Documentation clarifications +- Enhancement requests +- Cosmetic UI bugs -**3.3. Support Channels**. +--- -{: .table .table-bordered .table-hover} -| Channel | Free | Silver | Gold | Platinum| -|----------------|-----------|--------- |------|---------| -| Support Portal | X | X | X | X | -| SLA | | X | X | X | -| Phone* | | | X | X | -| Slack** | | | | X | +## 1.3 Support Channels -***Phone**: An initial reply by our answering service who will open a support ticket immediately which will be prioritized accordingly. This does include the 'Live support'/co-piloting/on boarding features offered by our Professional Services. +| **Channel** | **Professional** | **Enterprise** | **Premium** | +|----------------------------------|-------------------------|----------------|-----------------| +| Community Slack | ✅ | ✅ | ✅ | +| Support Email | ✅ | ✅ | ✅ | +| Support Hours | During Business Hours¹ | 24×7 | 24×7 | +| Primary Support Engineer | | | ✅ | +| Video Conferencing* | | | ✅ | +| Phone** | | | ✅ | +| Dedicated Support Slack Channel*** | | | ✅ | +| SLA | | ✅ | ✅ | -****Slack:** Not intended to be used for critical issues. +--- -##### 4. VERSION HISTORY. +### Footnotes and Channel Details -{: .table .table-bordered .table-hover} -| Version Number | Nature of Change | Date Approved | -| -------------- | ---------------------------- | ---------------------------- | -|3.0 | General updates | 1 September, 2024 | -|2.0 | General updates | April 20, 2022 | -|1.1 | Added support information | April 7, 2021 | -|1.0 | Initial version | January 17, 2021 | +- * **Video Conferencing**: Real-time troubleshooting via Microsoft Teams or Zoom. Available to Premium Support customers. +- ** **Phone**: An answering service creates a prioritized support ticket. Does not include live support, onboarding, or co-pilot services from Professional Services. +- *** **Dedicated Support Slack Channel**: For Low Priority requests only. Not to be used for business-impacting issues. +- **Primary Support Engineer**: Your dedicated primary contact for support. They understand your infrastructure and deployment needs, and work with our global teams (including in APAC) to resolve issues efficiently. +--- From d7c16290ddaa188579387c6695c44b63e2eb70c3 Mon Sep 17 00:00:00 2001 From: Tamir Solomon Date: Mon, 30 Jun 2025 17:19:12 +0300 Subject: [PATCH 2/5] missing sla file --- _docs/terms-and-privacy-policy/sla.md | 50 +++++---------------------- 1 file changed, 9 insertions(+), 41 deletions(-) diff --git a/_docs/terms-and-privacy-policy/sla.md b/_docs/terms-and-privacy-policy/sla.md index c1ee8f6b3..68f3f4735 100644 --- a/_docs/terms-and-privacy-policy/sla.md +++ b/_docs/terms-and-privacy-policy/sla.md @@ -35,47 +35,15 @@ If a support response would exceed remaining Business Hours in a day, time will --- -## 1.2 Priority Definitions - -### **Urgent** -A major service outage, such as: - -- Codefresh instance is completely unavailable or unable to deploy -- Mission-critical systems are down or severely impacted -- Critical impact issues with: - - System hangs or crashes - - Data loss or corruption - - Critical functionality unavailable - - No viable workaround - -### **High** -Significant impairment to usage, such as: - -- Disabled functionality with no workaround -- Major application(s) operating with instability -- High impact issues with: - - Frequent restarts or recovery required - - Severely degraded performance - - Functionality partially available - -### **Normal** -Non-critical issues with workaround: - -- Malfunctioning non-critical features -- Most functionality remains usable -- Examples: - - Minor functional errors - - Minimal performance degradation - - Usable workaround available - -### **Low** -General requests and minimal-impact issues: - -- “How-to” questions -- Documentation clarifications -- Enhancement requests -- Cosmetic UI bugs - +### 1.2. Priority Definitions. + +{: .table .table-bordered .table-hover} +| **Priority Level** | **Description** | +|--------------------|---------------| +| **Urgent** | A major service outage, e.g.: {::nomarkdown}

{:/}

Critical impact problems could have the following characteristics:{::nomarkdown}{:/} | +| **High** | Significant impairment to your ordinary usage, e.g.: {::nomarkdown}{:/}

High-impact problems could have the following characteristics: {::nomarkdown}{:/} | +| **Normal** | Non-critical errors that do not significantly impair your ordinary usage, e.g.: {::nomarkdown}{:/}

Normal impact problems could have the following characteristics:{::nomarkdown}{:/} | +| **Low** | Minor problem or question that does not affect product functionality, e.g.:{::nomarkdown}{:/}

There is no or low impact on customer operations.

Low-impact problems could have the following characteristics:{::nomarkdown}{:/}| --- ## 1.3 Support Channels From 3278945383405112fa39f713dccbe059351ad021 Mon Sep 17 00:00:00 2001 From: Tamir Solomon Date: Mon, 30 Jun 2025 17:57:17 +0300 Subject: [PATCH 3/5] Trying again as the table format didn't work and link to previous didn't work --- _docs/terms-and-privacy-policy/sla.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/_docs/terms-and-privacy-policy/sla.md b/_docs/terms-and-privacy-policy/sla.md index 68f3f4735..7a5815f01 100644 --- a/_docs/terms-and-privacy-policy/sla.md +++ b/_docs/terms-and-privacy-policy/sla.md @@ -7,7 +7,7 @@ toc: true > **Note** > Codefresh Service Level Agreements have been updated to align with Octopus Deploy standards. -> To view the previous SLA page, see [Previous SLA](https://codefresh.io/docs/docs/terms-and-privacy-policy/previous/). +> To view the previous SLA page, see [Previous SLA](https://codefresh.io/docs/docs/terms-and-privacy-policy/previous). # Support Service Objectives @@ -44,7 +44,7 @@ If a support response would exceed remaining Business Hours in a day, time will | **High** | Significant impairment to your ordinary usage, e.g.: {::nomarkdown}{:/}

High-impact problems could have the following characteristics: {::nomarkdown}{:/} | | **Normal** | Non-critical errors that do not significantly impair your ordinary usage, e.g.: {::nomarkdown}{:/}

Normal impact problems could have the following characteristics:{::nomarkdown}{:/} | | **Low** | Minor problem or question that does not affect product functionality, e.g.:{::nomarkdown}{:/}

There is no or low impact on customer operations.

Low-impact problems could have the following characteristics:{::nomarkdown}{:/}| ---- + ## 1.3 Support Channels From d68c2f82846c9591eacf2a8ccba397220cb0ced0 Mon Sep 17 00:00:00 2001 From: Tamir Solomon Date: Mon, 30 Jun 2025 18:11:00 +0300 Subject: [PATCH 4/5] fixed link and * --- _docs/terms-and-privacy-policy/sla.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/_docs/terms-and-privacy-policy/sla.md b/_docs/terms-and-privacy-policy/sla.md index 7a5815f01..5eaf3b91b 100644 --- a/_docs/terms-and-privacy-policy/sla.md +++ b/_docs/terms-and-privacy-policy/sla.md @@ -7,7 +7,7 @@ toc: true > **Note** > Codefresh Service Level Agreements have been updated to align with Octopus Deploy standards. -> To view the previous SLA page, see [Previous SLA](https://codefresh.io/docs/docs/terms-and-privacy-policy/previous). +> To view the previous SLA page, see [Previous SLA](./previous). # Support Service Objectives @@ -63,9 +63,9 @@ If a support response would exceed remaining Business Hours in a day, time will ### Footnotes and Channel Details -- * **Video Conferencing**: Real-time troubleshooting via Microsoft Teams or Zoom. Available to Premium Support customers. +-\* **Video Conferencing**: Real-time troubleshooting via Microsoft Teams or Zoom. Available to Premium Support customers. - ** **Phone**: An answering service creates a prioritized support ticket. Does not include live support, onboarding, or co-pilot services from Professional Services. -- *** **Dedicated Support Slack Channel**: For Low Priority requests only. Not to be used for business-impacting issues. +- \*\*\* **Dedicated Support Slack Channel**: For Low Priority requests only. Not to be used for business-impacting issues. - **Primary Support Engineer**: Your dedicated primary contact for support. They understand your infrastructure and deployment needs, and work with our global teams (including in APAC) to resolve issues efficiently. --- From 88bc71a92c97d1f4df63920a496599a76bb996f1 Mon Sep 17 00:00:00 2001 From: Tamir Solomon Date: Mon, 30 Jun 2025 18:33:13 +0300 Subject: [PATCH 5/5] formating again --- _docs/terms-and-privacy-policy/sla.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/_docs/terms-and-privacy-policy/sla.md b/_docs/terms-and-privacy-policy/sla.md index 5eaf3b91b..05308bec7 100644 --- a/_docs/terms-and-privacy-policy/sla.md +++ b/_docs/terms-and-privacy-policy/sla.md @@ -7,7 +7,7 @@ toc: true > **Note** > Codefresh Service Level Agreements have been updated to align with Octopus Deploy standards. -> To view the previous SLA page, see [Previous SLA](./previous). +> To view the previous SLA page, see [Previous SLA](../previous). # Support Service Objectives @@ -63,7 +63,7 @@ If a support response would exceed remaining Business Hours in a day, time will ### Footnotes and Channel Details --\* **Video Conferencing**: Real-time troubleshooting via Microsoft Teams or Zoom. Available to Premium Support customers. +- \* **Video Conferencing**: Real-time troubleshooting via Microsoft Teams or Zoom. Available to Premium Support customers. - ** **Phone**: An answering service creates a prioritized support ticket. Does not include live support, onboarding, or co-pilot services from Professional Services. - \*\*\* **Dedicated Support Slack Channel**: For Low Priority requests only. Not to be used for business-impacting issues. - **Primary Support Engineer**: Your dedicated primary contact for support. They understand your infrastructure and deployment needs, and work with our global teams (including in APAC) to resolve issues efficiently.