MongoDB Legacy Support Policy

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.

Support is only available in English and for versions of the Software identified by MongoDB, Inc. ("MongoDB") as Stable Releases.

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.

The terms of Support for our currently available subscriptions are defined below.

MongoDB Subscription Levels

Severity Level	Initial Response Goals: MongoDB Enterprise Advanced	Initial Response Goals: MongoDB Professional	Initial Response Goals: Development Support
1 – Blocker Due to an Error in a production environment, the Software is down or seriously impacted, or the Customer data is lost or destroyed, and there is no workaround currently available.	1 hour (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	2 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	Not applicable for Development Support
2 – Critical Due to an Error, the Software is moderately affected. There is no workaround currently available or the workaround is cumbersome to use.	2 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	4 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	4 hours (Available M - F, 9am - 6pm Local Time*)
3 – Major The Error is not critical - no data has been lost, and the system has not failed. The Error has been identified and does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround.	4 hours (Available M - F, 9am - 6pm Local Time*)	8 hours (Available M - F, 9am - 6pm Local Time*)	8 hours (Available M - F, 9am - 6pm Local Time*)
4 – Minor/Trivial Non-critical Errors, general questions, requests for enhancements to the Software.	24 hours (Available M - F, 9am - 6pm Local Time*)	48 hours (Available M - F, 9am - 6pm Local Time*)	48 hours (Available M - F, 9am - 6pm Local Time*)

Local Time is a primary time zone specified by you.

MongoDB Atlas Subscription Levels

Severity Level	Initial Response Goals: MongoDB Atlas Platinum	Initial Response Goals: MongoDB Atlas Enterprise	Initial Response Goals: MongoDB Atlas Pro	Initial Response Goals: MongoDB Atlas Developer
1 – Blocker Due to an Error in a production environment, the Software is down or seriously impacted, or the Customer data is lost or destroyed, and there is no workaround currently available.	15 min (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	30 min (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	2 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	8 hours (Available 24 x 7)
2 – Critical Due to an Error, the Software is moderately affected. There is no workaround currently available or the workaround is cumbersome to use.	1 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	2 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	4 hours (Available 24 x 7) (Telephone call must follow opening of online ticket; see #4 below.)	10 hours (Available 24 x 7)
3 – Major The Error is not critical - no data has been lost, and the system has not failed. The Error has been identified and does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround.	4 hours (Available M - F, 9am - 6pm Local Time*)	4 hours (Available M - F, 9am - 6pm Local Time*)	8 hours (Available M - F, 9am - 6pm Local Time*)	12 hours (Available M - F, 9am - 6pm Local Time*)
4 – Minor/Trivial Non-critical Errors, general questions, requests for enhancements to the Software.	24 hours (Available M - F, 9am - 6pm Local Time*)	24 hours (Available M - F, 9am - 6pm Local Time*)	24 hours (Available M - F, 9am - 6pm Local Time*)	24 hours (Available M - F, 9am - 6pm Local Time*)

Local Time is a primary time zone specified by you.

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.

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.

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.

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.

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

Release	Release Date	End of Life Date
MongoDB 1.0	February 2009	August 2010
MongoDB 1.2	December 2009	June 2011
MongoDB 1.4	March 2010	September 2012
MongoDB 1.6	August 2010	February 2012
MongoDB 1.8	March 2011	September 2012
MongoDB 2.0	September 2011	March 2013
MongoDB 2.2	August 2012	February 2014
MongoDB 2.4	March 2013	March 2016
MongoDB 2.6	April 2014	October 2016
MongoDB 3.0	March 2015	February 2018
MongoDB 3.2	December 2015	September 2018
MongoDB 3.4	November 2016	January 2020
MongoDB 3.6	November 2017	April 2021
MongoDB 4.0	June 2018	April 2022
MongoDB 4.2	August 2019	April 2023
MongoDB 4.4	July 2020	February 2024
MongoDB 5.0+	Please see our Software Support Policy or Cloud Support Policy

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

Release	Release Date	End of Life Date
MMS On-Prem 1.0		July 2014
MMS On-Prem 1.2	July 2013	July 2014
MMS On-Prem 1.3	December 2013	December 2014
MMS On-Prem 1.4	April 2014	April 2015
MMS On-Prem 1.5	September 2014	September 2015
Ops Manager 1.6	March 2015	March 2016
Ops Manager 1.8	June 2015	June 2016
Ops Manager 2.0	December 2015	February 2018
Ops Manager 3.4	November 2016	September 2018
Ops Manager 3.6	November 2017	June 2019
Ops Manager 4.0	June 2018	August 2020
Ops Manager 4.2	August 2019	July 2021
Ops Manager 4.4	July 2020	July 2022
Ops Manager 5.0+	Please see our Software Support Policy

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. </br>

MongoDB Connector for Business Intelligence (“BI Connector”)

Release	Release Date	End of Life Date
BI Connector 1.0	December 2015	February 2018
BI Connector 2.0	December 2016	June 2018
BI Connector 2.1	March 2016	March 2019
BI Connector 2.2	July 2017	July 2019
BI Connector 2.3	November 2017	May 2019
BI Connector 2.4	February 2018	August 2019
BI Connector 2.5	May 2018	November 2019
BI Connector 2.6	September 2018	March 2020
BI Connector 2.7	October 2018	April 2020
BI Connector 2.8	November 2018	May 2020
BI Connector 2.9	December 2018	June 2020
BI Connector 2.10	March 2019	September 2020
BI Connector 2.11	May 2019	November 2020
BI Connector 2.12	September 2019	March 2021
BI Connector 2.13	November 2019	July 2021
BI Connector 2.14	July 2020	TBD

MongoDB Compass

Release	Release Date	End of Life Date
Compass 1.2	June 2016	June 2017
Compass 1.3	September 2016	September 2017
Compass 1.4	November 2016	November 2017
Compass 1.5	November 2016	November 2017
Compass 1.6	March 2017	March 2018
Compass 1.7	June 2017	June 2018
Compass 1.8	August 2017	August 2018
Compass 1.9	October 2017	October 2018
Compass 1.10	October 2017	October 2018
Compass 1.11	December 2017	June 2019
Compass 1.12	March 2018	September 2019
Compass 1.13	April 2018	October 2019
Compass 1.14	June 2018	December 2019
Compass 1.15	July 2018	January 2020
Compass 1.16	November 2018	May 2020
Compass 1.17	March 2019	September 2020
Compass 1.18	May 2019	November 2020
Compass 1.19	August 2019	February 2021
Compass 1.20	December 2019	June 2021
Compass 1.21	April 2020	October 2021
Compass 1.22	September 2020	March 2022
Compass 1.23	November 2020	May 2022
Compass 1.24	December 2020	June 2022
Compass 1.25	January 2021	July 2022
Compass 1.26	March 2021	TBD

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.

Changes to MongoDB Legacy Support Policy

Last Updated: January 19, 2024

We added a sentence indicating that, with your agreement, MongoDB may collaborate with your service providers that are MongoDB partners to support you.

Last Updated: December 9, 2021

We updated the SLA for S1 Atlas Platinum and S1 Atlas Enterprise subscription levels.

Last Updated: July 13, 2021

We divided our Support Policy into a new Software Support Policy and separate Cloud Services Support Policy. Those new policies apply to users running MongoDB versions 5.0 and higher. The Legacy Support Policy will continue to apply to MongoDB versions lower than 5.0 and we will deprecate that policy when we End of Life MongoDB 4.4.
In the new policies, we have updated the structure and organization to make them easier for you to read and understand. We also changed the versioning scheme to match our new quarterly release cycle and versioning beginning with MongoDB 5.0. And we adjusted the server support lifecycle to be more consistent and predictable, and to not be tied to the next release.

Last Updated: June 28, 2021

We have changed the URL for the Support Policy to https://mongodb.prakticum-team.ru/support-policy/mongodb. You can still access the Support Policy – along with our new MongoDB Atlas for Government Support Policy – from the landing page at https://mongodb.prakticum-team.ru/support-policy.

Last Updated: May 27, 2021

We extended the End of Life support date for MongoDB 4.0

Last Updated: December 15, 2020

We added the Release date for Compass 1.24. We also added the End of Life support date for Compass 1.23.

Last Updated: November 19, 2020

We updated the End of Life support date for Compass 1.16, Compass 1.17, Compass 1.18, Compass 1.19, Compass 1.20, Compass 1.21, Compass 1.22

Last Updated: November 18, 2020

We added the Release dates for Compass 1.22, Compass 1.23. We also added the End of Life support date for Compass 1.22

Last Updated: July 30, 2020

We updated the Release dates for MongoDB 4.4, Ops Manager 4.4, BI Connector 2.14. We also updated the End of Life support dates of BI Connector 2.13

Last Updated: May 22, 2020

We updated the End of Life support dates for MongoDB 3.6 and MongoDB 4.0

Last Updated: March 3, 2020

We updated Section 8 to reflect our new support policy on MongoDB add-ons or extensions to Ops Manager.

Last Updated: February 26, 2020

We updated the end of life support date for MongoDB Ops Manager 4.0 from TBD to August 2020.

Last Updated: February 06, 2020

We updated the SLA for S1 cases for Atlas Enterprise and Atlas Platinum subscription levels

Last Updated: November 3, 2019

We updated the Release dates and End of Life dates for the following products and versions:

MongoDB Ops Manager 4.0
MongoDB Ops Manager 4.2

Last Updated: August 13, 2019.

We updated our Support Policy to include MongoDB 4.2.

Last Updated: April 15, 2019.

We added a separate table listing all MongoDB Atlas Subscription Levels, apart from the MongoDB Subscription Levels table.

We updated our Support Policy to include our new support subscription, MongoDB Atlas Developer.

We reordered Sections 4, 5 and 6 and updated these Sections to include the policy updates for the newly added MongoDB Atlas Developer tier.

We also updated Section 5 to reflect the phone and web support policy for each subscription level.

Last Updated: April 10, 2019.

We updated the end of life support date for MongoDB Server 3.4 from September 2019 to January 2020.

Last Updated: January 30, 2019.

We updated Section 8 to reflect our new Rapid Release Support Policy for MongoDB Ops Manager.

We moved the support details for MongoDB Enterprise Tools, including the MongoDB Connector for Business Intelligence (“BI Connector”), MongoDB Compass, and MongoDB Spark Connector from Section 8 to Section 9.

We moved Definitions to Section 10.

We updated the definition for “Software” to include MongoDB Atlas and MongoDB Spark Connector.

We updated the definition for “Update” by breaking out the definitions for “Maintenance Version”, “Major Version”, “Minor Version”, and “Rapid Release”.

Last Updated: January 7, 2019.

We updated the end of life support date for MongoDB Server 3.4 from June 2019 to September 2019.

Last Updated: October 9, 2018.

We made a typographical fix in Section 3.

We updated our Support Policy to include support for our new product, MongoDB Atlas Platinum.

We renamed MongoDB Atlas Professional to MongoDB Atlas Pro, and the support level has remained the same.

We renamed MongoDB Atlas Professional Advanced to MongoDB Atlas Enterprise, and the support level has remained the same.

We updated the Release dates for the following products and versions:

BI Connector 2.5, 2.6;
MongoDB Ops Manager 4.0

Last Updated: September 12, 2018.

We updated the Release dates for the following products and versions:

BI Connector 2.4;
MongoDB Compass 1.15

We updated the End of Life dates for the following products and versions:

MongoDB Server 3.4;
MongoDB Ops Manager 3.6;
BI Connector 2.1, 2.2, 2.3, 2.4;
MongoDB Compass 1.11, 1.12, 1.13

Last Updated: August 30, 2018.

We updated our Support Policy to reflect the availability of the latest releases of Compass.

Last Updated: June 27, 2018.

We updated our Support Policy to include MongoDB 4.0.

Last Updated: January 12, 2018.

We clarified customer obligations in Section 2.

We updated Section 5 to include all MongoDB customers that have purchased Support and clarified instruction on how to reach out to Support if a Blocker or Critical issue is filed.

We updated our Support Policy to include support for MongoDB Connector for Business Intelligence (“BI Connector”), and MongoDB Compass.

We deleted the “Prior Offerings” section as out-of-date.

Section 8 and Section 9 were updated to extend the support periods after release.

Last Updated: December 5, 2017.

We updated our Support Policy to include support for MongoDB 3.6 and Ops Manager 3.6, which were released for general availability on this date.

Last Updated: August 29, 2017.

We updated our Support Policy to include MongoDB Atlas Professional Advanced.

Last Updated: November 29, 2016.

We updated our Support Policy to include support for MongoDB 3.4 and Ops Manager 3.4, which were released for general availability on this date.

Last Updated: October 25, 2016.

We updated our Support Policy to reflect the availability of MongoDB Atlas Support for customers using MongoDB Atlas.

Last Updated: June 27, 2016.

We updated our Support Policy to update End of Life terms for Ops Manager.

Last Updated: December 9, 2015.

We updated our Support Policy to reflect new offerings associated with MongoDB 3.2.

Last Updated: October 15, 2015.

We updated our Support Policy to update the EOL for Ops Manager 1.8.

Last Updated: October 12, 2015.

We updated our Support Policy to update the EOL for MongoDB 2.4, MongoDB 2.6, and MongoDB 3.0.

Last Updated: August 3, 2015.

We updated our Support Policy to reflect the replacement of Production Support with MongoDB Professional, and the availability of Cloud Manager with MongoDB Enterprise Advanced and MongoDB Professional.

Last Updated: March 3, 2015.

We updated our Support Policy to include support for MongoDB 3.0 and Ops Manager 1.6, which were released for general availability on this date, and to reflect the renaming of MMS On-Prem as Ops Manager.

Updated: February 19th, 2015.

Availability times for Major and Minor/Trivial online tickets for customers of MongoDB Enterprise Advanced and Production Support has been updated to Monday - Friday, 9am to 6pm local time. Local time is the primary time zone as specified by the customer.
Availability times for Development Support updated to Monday - Friday, 9am to 6pm local time. Local time is the primary time zone as specified by the customer.
Production Support customers filing Blocker or Critical tickets must contact MongoDB Technical Support via telephone immediately after they file their ticket to facilitate a prompt response.

Updated: September 30, 2014.

We updated our Support Policy to include support for MongoDB Management Service, and to more clearly describe our support levels for subscriptions and products that we no longer actively sell but still support.

Updated: September 9, 2014.

We changed the initial response goal for severity level 1 issues to 1 hour for MongoDB Enterprise: Advanced.

Updated: August 4, 2014.

We updated our Support Policy to include our new product offerings called Production Support, Enterprise: Core, and Enterprise: Advanced. These names match our old names for Basic Subscription, Standard Subscription and Enterprise Subscription respectively. The support levels are the same, except we are making Production Support available on a 24x7 basis rather than 9am - 6pm, and with a 2 hour SLA instead of a 4 hour SLA.