HiveMQ Cloud Support Policy

This HiveMQ Cloud Support Policy of HiveMQ GmbH (hereinafter “HiveMQ”) sets forth the scope and limitations of contracted support in effect on the Effective Date of the Agreement.

  1. Definitions
    1. “Agreement” means the agreement between HiveMQ and Customer on providing a SaaS-Solution of HiveMQ-Software according to the HiveMQ SaaS-Terms and the SaaS Contract Document
    2. “Basic Support” means HiveMQ’s standard support offerings as specified in this Support Policy.
    3. “Contracted Support” means the support purchased by Customer from HiveMQ in accordance with the Agreement.
    4. “Customer” means any entity, which is entitled to Contracted Support in accordance with the Agreement.
    5. “Incident(s)” means those Service Request(s) that are covered under this Support Policy, as specifically set forth herein below.
    6. “Response Time(s)” means the amount of time within which HiveMQ’ Customer Support commits to respond to Service Requests (as set forth in the Table below).
    7. “Service Request” means a Customer request for assistance from HiveMQ with respect to an Incident.
    8. “Support Hours” is defined in Section 2.4 of this Support Policy.
  • Contracted Support Coverage
    1. Self-Service. Contracted Support includes self-service capabilities for Software and HiveMQ certified Software plugins as follows:
      1. Customer can contact the HiveMQ Support team to request help.
      2. Unlimited number of Requests; and
      3. Response Times for Requests (See Response Times table below).
    2. Priority Definitions
      1. “Priority 1 – High Severity” means an Incident preventing Customer from continuing use of Service, or critically impacting a core function of the Service.
      2. “Priority 2 – Medium Severity” means an Incident preventing Customer from continuing use of a function of the Service. The Incident impacts Customer’s ability to use the Service, the severity of which is significant and may be repetitive in nature.
      3. “Priority 3 – Low Severity” means minor errors, which do not inhibit any of the necessary functionality of the Service. Error negligibly impacts Customer’s ability to use the Service, and the Service remains functional.
      4. “Priority 4- Request for Information” includes minor, cosmetic, or documentation-related issues, and enhancement requests that are not time-sensitive. There is no impact on the Service existing features, functionality, performance or stability. This Priority Level includes any Development Support related incidents.
    3. Required Procedure for Reporting Priority 1 incidents
      1. Ensure the Software involved in the incident is covered by Extended Support.
      2. First, open a ticket to provide the relevant technical details.
      3. After the ticket is open, call dc-square technical support by phone.
      4. During the call, provide your name, email, and phone number. Inform the support personnel that you have opened a Priority 1 incident and provide the ticket number. The ticket will then be routed to the appropriate support engineer who will contact you as appropriate.
    4. Response Times
    Support Hours and Response Times during Support Hours as set forth in the table below:
    Support Hours Priority 1: 12:00am - 11:59 pm Mon-Sun
    Priority 2, 3, and 4: Mon-Fri 9:00am - 6:00pm CET/CEST, excluding German holidays
    Priority 1 Response Time*
    (within Support Hours)
    4 hours (when escalated via phone)
    Priority 2 Response Time*
    (within Support Hours)
    4 hours
    Priority 3 Response Time*
    (within Support Hours)
    1 day
    Priority 4 Response Time*
    (within Support Hours)
    2 days
    * Response Times begin when Customer has reported the Incident in accordance with the terms of this Support Policy. Priority 1 Response Times for Extended Support only begin once the Customer has duly escalated the Service Request via telephone call.