Maintenance & Support Policy

Revised:  May 22, 2020

This Jahia Maintenance and Support Policy (Policy) describes the specific Maintenance and Support (defined below, collectively Support Services) provided by Jahia to our customers for licensed software and cloud applications (collectively, Applications). Jahia will update this Policy from time-to-time to reflect enhancements to our Services and this Policy.  Support Services are subject to Subscription Fees as set out in your applicable Subscription Agreement with Jahia and your Order.  Capitalized terms in this Policy shall have the same meanings as set forth in the Agreement, unless otherwise defined herein.
 

Support and Maintenance Defined

Maintenance means Jahia's correcting of operational, configuration and functional features in the Applications after commercial release. Deficiencies in Applications reported to Jahia by Customers and/or discovered through Jahia's ongoing internal testing will be addressed through periodic maintenance releases in accordance with this Policy.

End of maintenance indicates the last date that an Update (Features Release or Maintenance Release) is made available for a specific version of the Applications.

Support means Jahia's remote support and assistance in the operation of the Applications, as set forth in "Scope of Support Services" below.

End of support indicates the last date that technical solutions, development and best practices are provided to clients for a specific version of the Applications. Support can be provided on EOL versions only in the scope of an upgrade or migration to a more recent and supported version of our products.
 

Scope of Support Services

Support Services may include:

  • Response to questions or assistance on troubleshooting issues related to code that you have developed in the scope of your project.

  • Response to questions about using product features.

  • Response to Question related to product configuration.

  • Guidance on installing new updates and patches.

  • Operational questions related to best practices.

  • Investigation into operational failures and/or issues.

  • Assistance in troubleshooting errors and exceptions in our products.

  • Guidance on compatibility and supported stack.

  • Diagnose and internal reporting of issues that appear to be bugs in our products, as well as providing potential workaround whenever possible.

  • Diagnose and internal reporting of issues related to incorrect or incomplete documentation.

  • Unavailability or unexpected behavior of Jahia Cloud or other managed services that Jahia may release.


The Technical Support team can suggest remote sessions (phone, but preferably screen sharing) for the purpose of observing the reported behavior on the customer's environment. These sessions are initiated by the Support Engineer applying best judgment into determining the best approach for progressing the case through resolution. Customer will have the responsibility and control of the session.
 

Jahia Support Services specifically exclude:

  • training

  • on-site assistance

  • system or server administration activities

  • troubleshooting of 3rd party application not provided by Jahia

  • architecture planning

  • extensive audits of code for recommendation purposes

  • implementation of custom code

  • performance tuning

  • code refactoring

  • database optimization or health-checks

  • configuration or debugging of the customer's network and systems

  • questions or issues related to community modules

  • any version of a Jahia Application for which support have been discontinued as documented in the Jahia version life cycle.


Any item of service not specifically included, even though not explicitly excluded from Support Services, is deemed to be excluded.


Jahia will not be responsible for providing Support Services for problems or service issues arising from:

  • improper use of the Applications;

  • modifications or customizations (other than those contemplated by the Agreement between Customer and Jahia) made to the Applications by Customer where such modifications or customizations are outside the standard functionality available; or

  • faults caused by using the Applications outside the terms of this Agreement or outside the provisions laid down in any documentation or manual supplied with the Applications.


Support Services Procedures

Customer may nominate employees from Customer's helpdesks and support personnel who are trained and knowledgeable in the operation and use of the Services who may contact designated Jahia support personnel for Support Services. Such authorized Customer employees shall seek Support Services initially submitting a support ticket in accordance with such guidelines as Jahia limited may establish from time to time. In more urgent cases, initial reporting may be made by telephone.

When reporting a problem, Customer shall provide the following information: (i) date of problem occurrence; (ii) type of problem occurrence; (iii) number of users affected; (iv) detailed problem description, including the browser version used and any other configuration or contextual information relevant to the problem; (v) any steps taken by Customer to resolve the problem; and (vi) description of the level of priority (defined in Service Level Agreement below). Customer shall co-operate fully with Jahia to achieve resolution of any problem.
 

Applications Release Policy

Jahia may release Major Releases, Features Releases, Maintenance Releases (as defined below, collectively Releases), and Patches in its sole discretion, and will provide them to Customers during their paid Subscription Period as such Releases become generally available.  The table below provides the definitions of Releases and Patches and approximate timing of such Releases.

Defined terms Definitions General Release Timing During Paid Subscription Term 
(Estimates Only)
How Applied and Examples

Major Release

A breaking change in technology or major change to user interface of the Application that modifies or enhances the Applications' functionality or capability

Every 12 to 18 months, up until the next Major Release

Each Major Release will benefit from Features Releases, Maintenance Releases, and if needed, Patches, up until the next Major Release is made available.

Once the next Major Release is made available, the previous Major Release will only benefits from Patches for Critical Issues for a period of 3 years starting from the release date of the previous Major Release (and only on the last two Features Releases of the same previous Major Release).

Features Release

(For versions of Applications earlier than V8, called a "Minor Release")

A major new feature of an Application, possibly minor changes, and which may require minor customer code updates (e.g., a library updated for security reasons) and may require UAT.

Every 6 to 9 months

For any Features Release of a Major Release, Patches for Critical Issues are provided  for a 3 year period starting with the day of initial availability of that Major Release. (and only on the last two Features Releases of the same previous Major Release).

For example, Features Release 4.1 will receive maintenance releases every three months until Features Release 4.2 is made available. Once Features Release 4.2 is released, there will be no further Maintenance Releases for Features Release 4.1.

Maintenance Release

(For versions of Applications earlier than V8, called a "Service Pack")

Bug fixes and improvements, minor new features which do not require customer code refactoring, customer code updates or UAT.

Every 3 months until the next Maintenance Release is made available

Product issues will be fixed, at earliest, in the next Maintenance Release of the latest Major Release of the product. For example, if an issue is reported in version 4.1.1 and the “Current Maintenance Release” is 4.1.2, the earliest fix expected is in “Maintenance Release” 4.1.3.

Patch

(For versions of Applications earlier than V8, called a "Hot Fix")

Critical Issue fixes only.  A "Critical Issue" means, for example, those related to vulnerability or security, data loss or data corruption, or issues preventing Customer's production environment from functioning in a generally expected way and no workaround is available) regression).  No customer code updates or UAT required.

As required

An earlier Features Release may still receive a Patch in the case of a Critical Issue (as defined above). For example , once Features Release 4.3 is released and if previous Maintenance Release is 4.2.3, there won't be a 

4.2.4 Maintenance Release, but there may be a 4.2.3.1 Patch in case of a Critical Issue.

 

Support Services for Modules

A Core Module provided and packaged with a Jahia Release will be maintained as long as the given Jahia Release is maintained. For all other Modules, their end of maintenance is the same as the maintenance of the release of Jahia they are supposed to be compatible with. For example, as long as Features Release 4.2 is maintained, latest version of Module X will be maintained compatible with Features Release 4.2. A "Module" means a single software component or one part of a computer program that contains one or more routines, and which serves a unique and separate operation or function, and which may be incorporated into a computer program through interfaces.  A "Core Module" means a Module that is part of its corresponding Jahia Release.
 

Service Level Agreement - Response to Reported Issues

Classification of Priority and Support Requests.  Jahia shall classify requests according to severity level ("Level") for Support Services in accordance with the descriptions set forth in Chart A, Licensed Software and Cloud Applications below:
 

Chart A - Licensed Software and Cloud Applications:
  Production Environment 1 2 Non-Production Environments 2
Level Description Standard SLAs
(IRT)
Premium Support  SLAs
(IRT)
Cloud SLAs
(IRT)
Description Standard SLAs
(IRT)
Premium Support  SLAs
(IRT)
Cloud SLAs
(IRT)

Level 1

Production application down or in an inoperative condition.

4 hours

1 hour

1 hour

 

An issue that has an immediate impact on the development activity, such as affecting upcoming project plans, or preventing the development team from working on the project.

1 day

4 hours

4 hours

Critical loss of application functionality or performance resulting in a high number of users unable to perform their normal functions.

24/7 (optional 3

4-hour updates

24/7

  • The specific functionality is mission-critical to the business and the situation is considered an emergency.

  • No workaround is available

 

24/7

 

Level 2

Major product feature failure that has a major impact on the business operations

1 day 

4 hours

4 hours

A time-sensitive issue impacting a major project deliverable or major subsystem underdevelopment is blocked.

2 days

1 day

1 day

  • The program is usable but severely limited.

  • No workaround is available

 

24/7

24/7

Level 3

  • Moderate to a minor loss of application functionality or performance affecting multiple users

  • Minor product feature failure where a convenient workaround exists

  • Minor performance degradation.

2 days

1 day

1 day

An issue that has a minor impact or a tolerable impact on a project delivery

2 days

1 day

2 days

Level 4

Information requests or questions that are related to configurations or new features.

3 days

2 days

2 days

Information requests or questions that are related to configuration, new features or development activities

3 days

2 days

2 days

1 Eligible for 24/7 SLAs where indicated 2 SLAs are in Business Hours (defined below in "Contacting Jahia Support - Hours of Operation") unless stated otherwise 3 Can be subscribed separately


Examples
Level Production Non-production cases
Level 1

Jahia service will not start or will crash completely as soon as started) - Impacts most/all users in a significant manner and limits seriously/prevents complete use of the system

Services are started but the content display is throwing errors for more than 50% of the users

A blocking issue that prevents project team from continuing the work on a project.

Development environment down after a new deployment.

A restart of Jahia services doesn't solve the issue. allocating extra CPU/memory/storage/network does not alleviate the problem. No rollback of features recently deployed is possible without significant business impacts

Restoring production environment to preproduction has failed and it is blocking the project's delivery

During an upgrade or a new deployment, application of a patch that has been successfully tested on pre-production environment is not working on production and is seriously limiting the use of the system

 

Severely impacted user experience such as major performance issues with more than 66% of reduction of performance. Overall page serving time increase by 300% for more than 30 minutes).

 
Level 2

Major functionality is severely impaired

No content can be published or High content served to visitors is invalid and is having a significant business impact)

A bug discovered in a key module that is blocking the development activities of that module.

Operations can continue in a restricted way, although long-term productivity might be adversely affected.

Authoring instance will not start, editing is not working or not possible or users are unable to publish new content

 

Code or content promotion to production which is mission-critical and/or revenue dependant

New Modules deployment is failing on all nodes of the cluster. import of a significant amount of content for immediate publishing is failing).

 
Level 3

Software still functions but there are Low functional limitations that are not critical in the daily operation. Such as:

  • SEO not working for some pages.

  • Some page content rendering incorrectly or rendering differently between cluster node

Example: new permissions added to content or folder not applied successfully, pages permissions not propagating correctly)

An issue that requires further investigation by the Jahia team to make further decisions in the project.

Issues or questions about the export of content, data manipulation, content check that are required in the production

Example: system queries to retrieve some content or information, the behavior of export or other internal mechanisms of the application, logs containing errors)

 

Every kind of setup/fine-tuning/improvements recommendation requested from the software editor (Example: Memory increase. disk space allocation, repository or DB schema fine-tuning)

 
Level 4

How to and documentation related questions

Development related questions

Example: how to use a dependent choice list

 

Product inquiries

Example when a new release will be supported

 

 

Contacting Jahia Support - Hours of operation

“Business hours” means standard hours of operation for Jahia Support Services as follows:

Region Hours

Americas

9:00 AM to 5:00 PM Eastern Time (ET)
Monday through Friday, excluding usual U.S. federal and state, Canadian and Jahia holidays.

Europe

9:00 AM to 5:00 PM Central European Time (CET)
Monday through Friday, excluding usual French  and Jahia holidays.

Asia-Pacific and Japan

As per agreement with Customer

 

 

 

 

 

 

 

 

 

For Cloud Applications (and for Customers who license Software and purchase Premium Support), Jahia Support Services will be available 24 hours a day, 365 days per year for Level 1 and Level 2 Service Level issues on production environments (as defined in Chart A), via Online Support Portal at https://support.jahia.com and phone (at the phone number communicated to the customer), and during Regular Business Hours via the Online Support Portal at https://support.jahia.com ; and, for Level 3 and 4 levels (as defined in Chart A) during Regular Business Hours via the Online Support Portal at https://support.jahia.com, subject to Force Majeure Events, as defined below.  Jahia reserves the right to reassign priority levels to issues as reported. The Customer's Service Contact shall notify Jahia of its requests for Support Services through the Online Support Portal, or by such other means as the parties may hereafter agree to in writing (each a Support Request).     
 

Force Majeure Event.  Jahia shall not be in default of the Service Level Agreement above if prevented from performing any obligation for any reason beyond its reasonable control including, without limitation, governmental laws and regulations, terrorists acts, acts of God or the public, calamities, floods, and storms, pandemics, act of public authority, injunction, war, embargo, strike, lock out, failure or delay of supplier or carrier, failure of public utility, casualty, or natural disaster, or any other cause, circumstance or condition, whether pre-existing or supervening, that is beyond its reasonable control (a Force Majeure Event).  To the extent failure or delay in performance is caused by such a cause, Jahia shall be excused from performance under this Agreement for so long as such Force Majeure Event continues to prevent performance.


Jahia Uptime Guarantee. For Jahia Cloud Services, Jahia shall provide an uptime guarantee to Customer that the Platform will be operational and available for use by Customer and its users at least 99.9% of each calendar month (Uptime Guarantee). The Uptime Guarantee does not apply to service interruptions caused by: (i) periodic scheduled maintenance for which Jahia gives reasonable prior notification; (ii) interruptions caused by Customer; (iii) outages related to Customer’s or any other party’s communications network, other than outages of Jahia’s suppliers or service providers; (iv) a data or security breach caused by Customer; (v) incompatibility of Customer's equipment or software with Services; or (vi) any Force Majeure Event.  Recurring maintenance windows will be scheduled periodically, for example, twice per month. Should more than fifteen (15) minutes of down-time be expected, Jahia will notify Customer with at least 48 hours notice.


Initial Response Times (IRT).  Response times will be measured from the time Jahia receives a Support Request until Jahia has provided a first response to such Support Request.  After receipt of a Support Request, Jahia will respond within the times provided in Chart A above


Reporting.  Upon Customer's reasonable request, Jahia will provide Support Services Metrics Reports.