Created: June 28, 2021.
This MongoDB Atlas for Government Support Policy (“Policy”) is incorporated into and forms a part of your agreement with MongoDB with respect to your use of MongoDB Atlas for Government (“Agreement”). This Policy describes MongoDB’s support policies applicable to Customer reported Issues and Errors in MongoDB Atlas for Government (“Atlas for Gov”).
1. Definitions. The following terms have the following meanings when used in this Policy. Any capitalized terms that are not defined in this Policy have the meaning provided in your Agreement.
1.1. "Error" means a reproducible failure of Atlas for Gov to perform in substantial conformity with the Documentation.
1.2. "Issue'' means a question or concern that is not related to an Error.
1.3. “MongoDB Server" means the MongoDB database server.
1.4. “Production Environment" means an environment serving your end users or customers.
1.5. “Release Date" means the generally available (“GA”) release date.
1.6. Severity Levels:
Severity Level 1 refers to an Error that impacts Customer’s Production Environment, where Atlas for Gov is down or seriously impaired or Customer’s production data is lost or destroyed, and there is no workaround currently available.
Severity Level 2 refers to an Error where Atlas for Gov is moderately impaired, the Customer’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 Customer’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 Atlas for Gov.
1.7. Versioning Scheme:
1.7.1. If you use Atlas for Gov with a version of the MongoDB database server (“MongoDB Server”) that is lower than 5.0:
“Major Version” means a version identified by a change in the number to the left of the first decimal point (X.x.x).
"Minor Version" means a version identified by a change in the middle number in between the two decimal points (x.X.x).
"Maintenance Version" means a version identified by a change in the number to the right of the second decimal point (x.x.X).
“Stable Release” means a version designated with an even number or zero in the second decimal place (e.g., v 4.2.x or v 4.0.x).
1.7.2. If you use Atlas for Gov with a version of the MongoDB Server that is version 5.0 or higher:
“Major Release” means a version identified by a change in the number to the left of the first decimal point (X.x.x).
"Rapid Release" means a version identified by a change in the middle number in between the two decimal points (x.X.x).
"Patch Release" means a version identified by a change in the number to the right of the second decimal point (x.x.X).
2. Support for MongoDB Atlas for Government
2.1. Support for Atlas for Gov is tied to the version of the MongoDB Server that you run with Atlas for Gov.
2.2. For MongoDB Server versions that are lower than 5.0, MongoDB will provide Support for Atlas for Gov running with each GA Stable Release. Support will begin on the Release Date of the Stable Release and end on the later of (a) 18 months after that Release Date, or (b) one year after the Release Date of the next Major Version or Minor Version of the MongoDB Server. All Maintenance Releases within a Stable Release series will be supported in the same timeframe as the leading Stable Release.
2.3. For MongoDB Server versions 5.0 and higher, MongoDB will provide Support for Atlas for Gov running with each GA Major Release. Support will begin on the Release Date of the Major Release and end 30 months later.
2.4. For MongoDB Server versions 5.0 and higher, MongoDB will also provide Support for MongoDB Atlas for Gov running with a GA Rapid Release. Support will begin on the Release Date of the Rapid Release and end on the Release Date of the next Rapid Release.
2.5. All GA Patch Releases within a Major Release series or a Rapid Release series will be supported in the same timeframe as the leading Major Release or Rapid Release.
2.6. The lifecycle schedule for MongoDB Atlas for Gov corresponds to the lifecycle schedule for the MongoDB Server, which can be found here.
3. Our Initial Response Goals. The hours, support channels, and initial response goals for each of our Atlas for Gov subscriptions are defined below:
MongoDB Atlas for Government Enterprise
Staffing: U.S. on U.S. Soil
Hours: Full Support (S1 to S4) Monday - Friday, 8am - 8pm ET;
Escalation Support (S1, S2) all other hours and holidays
Channels: phone or web
| Severity | Initial Response Goal |
| Level 1 | 2 hours Mon - Fri, 8am - 8pm ET |
| Level 2 | 2 hours Mon - Fri, 8am - 8pm ET |
| Level 3 | 4 hours |
| Level 4 | 24 hours |
MongoDB Atlas for Government Pro
Staffing: U.S. on U.S. Soil
Hours: Full Support (S1 to S4) Monday - Friday, 8am - 8pm ET;
Escalation Support (S1, S2) all other hours and holidays
Channels: phone or web
| Severity | Initial Response Goal |
| Level 1 | 2 hours Mon - Fri, 8am - 8pm ET |
| Level 2 | 4 hours |
| Level 3 | 8 hours |
| Level 4 | 24 hours |
4. Customer Obligations.
4.1. To enable MongoDB to provide Support, you agree to: (i) provide MongoDB with reasonable detail of the nature of and circumstances surrounding the Error; (ii) provide MongoDB with reasonable access to your environment as necessary; and (iii) provide MongoDB with reasonable cooperation in the diagnosis and resolution of any Errors.
4.2. You must contact MongoDB Technical Support by phone (at the phone numbers are 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.
5. Support Limitations. Support is only available in English. 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 MongoDB Atlas for Gov; (iii) if Customer has not used MongoDB Atlas for Gov in accordance with Documentation or instructions provided by MongoDB, including failure to follow implementation procedures; (iv) if Customer is running a version of MongoDB Atlas for Gov that has passed its end of life date; or (v) for Beta Offerings.