HiveMQ Support Policy

This HiveMQ Support Policy of HiveMQ GmbH, headquartered in D-84028 Landshut, Germany (hereinafter “HiveMQ”), sets forth the scope and limitations of the Support Services as described below.

  1. Definitions
    1. “Agreement” means the agreement between HiveMQ and Customer on the licensing of Software.
    2. “Basic Support” means HiveMQ’s standard support offerings as specified in this Support Policy.
    3. “Support Services” means the support services contracted by Customer from HiveMQ in accordance with the Agreement.
    4. “Customer” means any entity, which is entitled to the Support Services in accordance with the Agreement.
    5. “Designated Contact(s)” means the individual(s) within Customer’s organization who are permitted under the terms of the Support Services to contact HiveMQ’s support team.
    6. “Extended Support” means HiveMQ’s premier support offerings as specified in this Support Policy.
    7. “Incident(s)” means those issues relating to the Software that are covered under this Support Policy, as specifically set forth herein below.
    8. “Response Time(s)” means the amount of time within which HiveMQ’ Customer support team commits to respond to Service Requests (as set forth in Section 2.7 of this Support Policy).
    9. “Service Request” means a Customer request for assistance from HiveMQ with respect to an Incident.
    10. “Software” means the software which is covered by the Support Services in accordance with the Agreement.
    11. “Support Hours” means the applicable Support Hours (Basic Support Hours or Extended Support Hours) as defined in this Support Policy.
    12. “Basic Support Hours”: Mon-Fri 9:00am - 6:00pm CET/CEST, excluding public holidays in the federal state of Bavaria (Germany).
    13. "Extended Support Hours": 24/7
  2. Contracted Support Coverage
    1. Duration. The Support Services shall be provided for the period specified in the Agreement. Support Services that are part of a Subscription shall be provided for the duration of the Subscription, unless otherwise specified in the Agreement.
    2. Appointment of Designated Contacts. AS a precondition of the provision of the support Services, Customer shall (i) appoint at least one Designated Contact (ii) ensure that all Designated Contacts are trained on the Software and (iii) notify HiveMQ in writing or textual form of the names and contact details of the Designated Contact(s).
    3. Scope of Support Service. The Support Services include service capabilities for the Software and HiveMQ certified Software plugins as follows:
      1. Access to the HiveMQ Support Portal, including a self-service knowledge base and the ability to submit Service Requests for Designated Contacts;
      2. Customer may have up to two (2) Designated Contacts if booking Basic Support and up to five (5) Designated Contacts if booking Extended Support;
      3. Web support during Support Hours (Basic Support);
      4. If Customer is entitled to Extended Support, web support and telephone support during Support Hours;
      5. Unlimited number of Incidents; and
      6. Response Times for Incidents (See Response Times table below).
    4. Submission of Service Requests
      1. All Service Requests must be registered by Customer HiveMQ Support Portal designated by HiveMQ.
      2. Prior to making a Service Requests, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to HiveMQ. Thereafter, a Designated Contact (may submit a written/textual support request for technical support through Support Portal.
      3. Customer suggests a Priority level (see in 2.5) upon submission of Service Requests. HiveMQ reserves the right to check and in its sole discretion change Customer’s Priority suggestion if HiveMQ reasonably believes that Customer’s suggestion is incorrect and will inform Customer of any such change in its response to the Service Request. Customer may appeal any such reclassification to HiveMQ’s support management for review through any available support channel. To successfully challenge a classification by HiveMQ, Customer needs to provide proof in accordance with the Priority level definition that HiveMQ’s Priority designation was incorrect.
      4. When making a Support Request, Customer will provide all reasonably requested diagnostic information and assist HiveMQ support personnel as may be reasonably required to resolve a Service Request.
      5. HiveMQ may respond to a Service Request by acknowledging receipt of the request. Customer acknowledges and understands that HiveMQ may be unable to provide answers to, or resolve all Service Requests.
      6. If HiveMQ deems a Service Request to be a “New Feature” Support Request, HiveMQ will log such requests for consideration to add to a future update or release of the Software and will consider the matter closed. HiveMQ is under no obligation to respond to or resolve any feature request or to include any such feature request in any future Version.
  3. Delivery of new Versions. The Support Services include the delivery of the following versions of the Software:
    1. Major Versions. A Major Version includes major enhancements to the Software and is identified by the first number of the Software’s version numbering (i.e. version 2.1.1 identifies the second Major Version).
    2. Feature Versions. A Feature Version includes minor enhancements and/or error corrections to the Software and is identified by the second number of the Software’s version numbering (i.e. version 1.2.1 identifies the second Feature Version under the first Major Version).
    3. Long Time Support (LTS) Versions. Long Time Support Versions are special Feature Versions that focus on performance and stability improvements. LTS Versions offer longer support than regular Feature Versions of HiveMQ.
    4. Maintenance Versions. A Maintenance Version is a new version of Software with a fix of certain issue(s) delivered in a timely manner, and is identified by the third number of the Software’s version numbering (i.e. version 3.4.1 identifies the first Maintenance Version under the fourth Feature Version of the third Major Version).
    5. Hotfix Versions. A Hotfix Version is a new version of software with a temporary fix of certain issue(s) developed in HiveMQ’s sole discretion upon a specific Customer request and delivered in a timely manner, before a formal version with correct and final fixes are provided.
  4. Priority Definitions
    1. “Priority 1 – High Severity” means an Incident preventing Customer from continuing use of Software, or critically impacting a core function of the Software or Customer’s environment causing the Software to experience downtime. No workaround is known to Customer.
    2. “Priority 2 – Medium Severity” means an Incident preventing Customer from continuing use of a non-core function of the Software, but does not affect the performance or functionality of Customer’s environment in its entirety. The Incident impacts Customer’s ability to use the Software, the severity of which is significant and may be repetitive in nature. Priority 2 is the highest possible level for all non-production systems.
    3. “Priority 3 – Low Severity” means minor errors, which do not inhibit any of the core functionality of the Software. Error negligibly impacts Customer’s ability to use the Software, and the Software remains mainly functional. This Priority level may include any Software issue with a viable workaround.
    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 Software existing features, functionality, performance or stability. This Priority Level includes any development support related incidents.
  5. Submission of Support Requests Priority 1 incidents under Extended Support
  6. If a Priority 1 Incident is reported outside the Basic Support Hours, Customer shall follow the following Procedure in order for the Extended Support Hours to apply:
    1. Ensure that the Software involved in the incident is covered by Support Services under Extended Support.
    2. Opening a ticket to provide the relevant technical details. In this context, Customer can provide a voice or video conferencing of its choosing in the ticket (in case no such link is provided the HiveMQ support team will provide a Zoom link to coordinate incident resolution).
    3. After the ticket is opened, a Designated Contact needs to call HiveMQ technical support by phone and provide to HiveMQ Designated Contact’s name, email, and phone number. The ticket will then be routed to the appropriate support engineer who will contact Customer as appropriate via phone or provided video conferencing tool.
  7. Delivery of new Versions
  8. The Support Services include the delivery of the following versions of the Software:
    1. Major Versions. A Major Version includes major enhancements to the Software and is identified by the first number of the Software’s version numbering (i.e. version 2.1.1 identifies the second Major Version).
    2. Feature Versions. A Feature Version includes minor enhancements and/or error corrections to the Software and is identified by the second number of the Software’s version numbering (i.e. version 1.2.1 identifies the second Feature Version under the first Major Version).
    3. Long Time Support (LTS) Versions. Long Time Support Versions are special Feature Versions that focus on performance and stability improvements. LTS Versions offer longer support than regular Feature Versions of HiveMQ.
    4. Maintenance Versions. A Maintenance Version is a new version of Software with a fix of certain issue(s) delivered in a timely manner, and is identified by the third number of the Software’s version numbering (i.e. version 3.4.1 identifies the first Maintenance Version under the fourth Feature Version of the third Major Version).
    5. Hotfix Versions. A Hotfix Version is a new version of software with a temporary fix of certain issue(s) developed in HiveMQ’s sole discretion upon a specific Customer request and delivered in a timely manner, before a formal version with correct and final fixes are provided.
  9. Priority Definitions
    1. “Priority 1 – High Severity” means an Incident preventing Customer from continuing use of Software, or critically impacting a core function of the Software or Customer’s environment causing the Software to experience downtime. No workaround is known to Customer.
    2. “Priority 2 – Medium Severity” means an Incident preventing Customer from continuing use of a non-core function of the Software, but does not affect the performance or functionality of Customer’s environment in its entirety. The Incident impacts Customer’s ability to use the Software, the severity of which is significant and may be repetitive in nature. Priority 2 is the highest possible level for all non-production systems.
    3. “Priority 3 – Low Severity” means minor errors, which do not inhibit any of the core functionality of the Software. Error negligibly impacts Customer’s ability to use the Software, and the Software remains mainly functional. This Priority level may include any Software issue with a viable workaround.
    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 Software existing features, functionality, performance or stability. This Priority Level includes any development support related incidents.
  10. Response Times
  11. Support Hours and Response Times during Support Hours as set forth in the table below:
    Basic Support Extended Support
    Support Hours Basic Support Hours Priority 1:
    • When escalated via phone: Extended Support Hours
    • If not escalated via phone: Basic Support Hours
    Priority 2, 3, and 4: Basic Support Hours.
    Priority 1 Response Time*
    (within Support Hours)
    1 day 4 hours (when escalated via phone)
    Priority 2 Response Time*
    (within Support Hours)
    2 days 4 hours
    Priority 3 Response Time*
    (within Support Hours)
    3 days 1 day
    Priority 4 Response Time*
    (within Support Hours)
    5 days 2 days
    * Response Times begin when Customer has submitted a Service Request in accordance with Sec. 2.4 and – in case of Extended Support – Sec. 2.5.
  12. Supported Versions
    HiveMQ supports the current Major Version. Each Feature Version is supported for one year as of its release, except that when HiveMQ releases a new Major Version, the latest Feature Version of the previous Major Version will be supported for another two (2) years as of the release of the new Major Version. Customer is required to update to the latest Maintenance Version of the currently used and supported Major Version whenever an Incident occurs. A detailed list of currently supported versions, end of life for those versions and a download link for said versions is provided via the HiveMQ web portal at https://www.hivemq.com/supported-versions
    1. Long Term Support (LTS)
      Long Time Support (LTS) versions are feature versions that have an extended support timeframe of two (2) years. Customer has the opportunity to purchase an additional year of support extension for LTS versions, extending the total support timeframe to three (3) years.
  13. Contracted Support Exclusions. The following matters are not covered by this Support Policy for the Support Services:
    1. Maintenance and support of the system environment, including, but not limited to, mobile hardware and third party applications used by Customer in connection with the Software;
    2. Training and installation services;
    3. Identification of errors caused by force majeure, environmental conditions, defective mobile hardware or errors caused by Customer, its affiliates or third parties, in particular due to incorrect or incomplete system or data entries or interventions in the program code by employees or contractors of Customer and/or its affiliates;
    4. Data conversion services;
    5. Architectural guidance and consulting on how to integrate HiveMQ into Customer’s specific use case; and
    6. Requesting support for Software that uses extensions or customizations that are certified by HiveMQ.