Aerospike Support Policy
Last Updated: August 05, 2025. For the previous version of our support policy, click here.
Aerospike provides Support of eligible software under the terms of this Support Policy as long as Customer maintains a current subscription to Support pursuant to the license agreement and applicable order form(s) between Customer and Aerospike (collectively, the “Agreement”). “Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting services or custom development. Capitalized terms not defined in this document have the same meaning as in Aerospike’s standard Master License Agreement.
1: Supported Software
Support only covers the software delivered to Customer by Aerospike under the Agreement (“Supported Software”), when used and installed on platforms or systems in accordance with the end-user documentation made available by Aerospike with the Supported Software (available at https://aerospike.com/docs), as may be modified by Aerospike from time to time (“Documentation”).
2: Support Contacts
Support may be initiated and managed only by Customer’s Designated Support Contact(s) (“DSC”), referenced here as “Support Contacts.” Support Contacts are named individuals who are responsible for administration of the Supported Software within the Customer's organization. Customer may designate the number of Support Contacts that correspond with its Subscription Level as set forth in Table 1 below. Customer shall only designate as Support Contacts those individuals who have been trained and are knowledgeable in the operation of the Supported Software and who have sufficient permissions and authority to administer the Supported Software in Customer’s environment. Additional Support Contacts may be available for an additional fee. Aerospike reserves the right to audit Support Contacts and remove or request replacements per the terms of this policy.
Table 1
Subscription Level | Silver | Gold | Platinum |
Number of Support Contacts | 3 | 10 | No Set Limit |
3: Product Updates
As part of Support, and at no additional license fee, Aerospike will provide Customer with all new versions (“Updates”) of the Supported Software that it generally releases, including all improvements, enhancements and bug fixes. All Updates are provided to Customer subject to the terms of the Agreement. Support does not include any item that Aerospike licenses separately from the Supported Software or that Aerospike makes available for an additional fee.
“Major Release” means a new version of the Supported Software made generally available by Aerospike with substantial improvements, enhancements and bug fixes. A “Minor Release” can introduce enhancements, low impact changes, and bug fixes, while a “Patch Release” will contain bug fixes. Aerospike will provide maintenance for each Major Release under the terms of this Support Policy either in the form of Minor Releases or Patch Releases (to the latest Minor Release of a given Major Release). Aerospike may also provide Maintenance Releases to fix software errors or to address security vulnerabilities.
Aerospike uses the general term "Maintenance Release" to refer to the release of the Supported Software in the forms of Minor Releases and Patch Releases.
4: Support Requests
Aerospike will provide reasonable product and technical support to address questions concerning use of the Products. Support Contacts may initiate Support by submitting a ticket (“Request”) through our 24-hour web ticketing system at https://support.aerospike.com (“Support Portal”). Support is provided in the English language only.
Customer acknowledges that Requests raised outside of the Support Portal are not subject to the Service Levels outlined in this Support Policy. Customer shall not submit Requests arising from any software other than the Supported Software or otherwise use Support for unsupported software.
5: Customer Responsibilities
Customer agrees to provide Aerospike with data, process information, supporting analysis, and access to Support Contacts, as reasonably required by Aerospike to address reported Issues or Errors. Customer is responsible for the adequate duplication and documentation of all its files and data for backup purposes. Customer acknowledges information and materials provided to Aerospike in connection with receiving Support may be used by the Aerospike support team for the purpose of providing Support in accordance with this Support Policy.
Customer will carefully consider the data that Customer shares with Aerospike, and will only share the data that is strictly necessary for the provision of the applicable Support. Customer will ensure that it will only share personal data to the extent necessary for these purposes.
6: Issue Resolution
Aerospike will use commercially reasonable efforts to resolve any Issue submitted by Customer’s Support Contacts. Such efforts may include helping with diagnosis, suggesting workarounds, providing patches, or making a change to the Supported Software in a new release. An “Issue” is a material and verifiable failure of the Supported Software to conform to its Documentation. As part of providing Support, Aerospike may direct a Customer to move to the latest Maintenance Release of the affected Major Release or to the latest Major Release.
7: Response Times
Aerospike shall exercise best efforts to respond to a Request in accordance with the severity level reasonably assigned to such Request. Aerospike will confirm the severity level with Customer and will attempt to resolve any disagreement regarding the severity designation as soon as is reasonably practicable. Severity 1 and Severity 2 levels are not available for non-production environments.
The Response Times in Table 2 refer to the initial response time by Aerospike in response to a Request reported to Aerospike by Customer through the Support Portal. Aerospike's undertakings hereunder are not intended to indicate resolution timeframes for a reported Issue or Error.
Table 2:
Response Times | |||
Ticket Severity | Silver | Gold | Platinum |
Severity 1 | 4 hours (24x7) | 1 hour (24x7) | 15 mins (24x7) |
Severity 2 | 1 Business Day | 4 Business Hours | 4 Hours (24x7) |
Severity 3 | 1 Business Day | 1 Business Day | 1 Business Day |
Severity 4 | 2 Business Days | 2 Business Days | 2 Business Days |
“Severity Level” is the measure of the impact an Issue has on the use of the Software in the Licenses business’ context. Severity level is selected at the time of issue submission by the Support Contact via an ‘impact statement’ and are defined as below:
- “Severity 1” is defined as an Issue that has a critical or catastrophic impact on a Customer's production environment. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely. Customer cannot continue essential operations.
- “Severity 2” is defined as an Issue whereby a production environment is experiencing a high-impact. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.
- “Severity 3” pertains to a lower impact problem on a production or non-production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Customer can continue essential operations. Normal problems also include all problems on non-production systems, such as test and development systems.
- “Severity Level 4” refers to cases which contain a question, documentation query or feature request. There is no impact on the quality, performance, or functionality of the product in a production or non-production system.
8: End of Life
Beginning with Aerospike Enterprise Edition v8.1, each Major Release (and all Minor Releases under a supported Major Release) for a period of 36 months after the Major Release’s General Availability date (the “Maintenance Period”), unless a longer period is specified by Aerospike in writing (as determined at Aerospike's sole discretion). The Major Release General Availability date refers to the point when a Major Release is publicly available for users to download, install, or utilize. If the Maintenance Period has passed for a Major Release, and an alternate EOL date has not been announced by Aerospike, then such Major Release has reached its End of Life (EOL) and is no longer a Supported Software. Except as provided in the paragraph below, after the EOL for a Major Release, Aerospike will not support such Major Release and/or any Minor Releases of that Major Release.
Support for other versions of the Supported Software is not provided under this Support Policy. Support only covers use of the Supported Software on the platform or operating system versions that are specified in the Documentation. For informational purposes, a list of current versions of the Supported Software is available at: https://aerospike.com/docs/database/reference/platform-support/. Support does not cover use of the Supported Software on platforms or operating systems that are no longer supported by the original vendor.
9: Exclusions
Support will not be provided with respect to Requests or Issues resulting from the following: (1) use of the Supported Software in a manner inconsistent with the applicable Documentation, including failure to follow implementation procedures, or (2) Customer’s failure to replace earlier versions of the Software with Product Updates made available to Customer, or (3) modifications to the Supported Software not provided by Aerospike, or (4) use of the Supported Software with products or software not provided or approved by Aerospike in the Documentation (or otherwise in writing).
If Customer purchased its subscription through a reseller, the applicable agreement between Customer and the reseller may provide additional or different terms regarding support (for example, Customer’s first contact for support may be the reseller, rather than Aerospike). Customer is responsible for review of its agreement with the reseller for any such terms.
10: Amendments
From time to time, Aerospike may amend this Support Policy in its sole discretion and will post the amended terms on the Aerospike website at https://aerospike.com/legal. Aerospike will also update the date of the Last Updated at the top of this Support Policy. By continuing to access or use Support after Aerospike has amended the Support Policy, Customer agrees to be bound by the terms of the amended Support Policy. Except as expressly provided herein, no modification of this Support Policy will be effective unless contained in writing and signed by an authorized representative of each of Aerospike and Customer.
Aerospike Support Policy
Last Updated: August 05, 2025. For the previous version of our support policy, click here.
Aerospike provides Support of eligible software under the terms of this Support Policy as long as Customer maintains a current subscription to Support pursuant to the license agreement and applicable order form(s) between Customer and Aerospike (collectively, the “Agreement”). “Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting services or custom development. Capitalized terms not defined in this document have the same meaning as in Aerospike’s standard Master License Agreement.
1: Supported Software
Support only covers the software delivered to Customer by Aerospike under the Agreement (“Supported Software”), when used and installed on platforms or systems in accordance with the end-user documentation made available by Aerospike with the Supported Software (available at https://aerospike.com/docs), as may be modified by Aerospike from time to time (“Documentation”).
2: Support Contacts
Support may be initiated and managed only by Customer’s Designated Support Contact(s) (“DSC”), referenced here as “Support Contacts.” Support Contacts are named individuals who are responsible for administration of the Supported Software within the Customer's organization. Customer may designate the number of Support Contacts that correspond with its Subscription Level as set forth in Table 1 below. Customer shall only designate as Support Contacts those individuals who have been trained and are knowledgeable in the operation of the Supported Software and who have sufficient permissions and authority to administer the Supported Software in Customer’s environment. Additional Support Contacts may be available for an additional fee. Aerospike reserves the right to audit Support Contacts and remove or request replacements per the terms of this policy.
Table 1
Subscription Level | Silver | Gold | Platinum |
Number of Support Contacts | 3 | 10 | No Set Limit |
3: Product Updates
As part of Support, and at no additional license fee, Aerospike will provide Customer with all new versions (“Updates”) of the Supported Software that it generally releases, including all improvements, enhancements and bug fixes. All Updates are provided to Customer subject to the terms of the Agreement. Support does not include any item that Aerospike licenses separately from the Supported Software or that Aerospike makes available for an additional fee.
“Major Release” means a new version of the Supported Software made generally available by Aerospike with substantial improvements, enhancements and bug fixes. A “Minor Release” can introduce enhancements, low impact changes, and bug fixes, while a “Patch Release” will contain bug fixes. Aerospike will provide maintenance for each Major Release under the terms of this Support Policy either in the form of Minor Releases or Patch Releases (to the latest Minor Release of a given Major Release). Aerospike may also provide Maintenance Releases to fix software errors or to address security vulnerabilities.
Aerospike uses the general term "Maintenance Release" to refer to the release of the Supported Software in the forms of Minor Releases and Patch Releases.
4: Support Requests
Aerospike will provide reasonable product and technical support to address questions concerning use of the Products. Support Contacts may initiate Support by submitting a ticket (“Request”) through our 24-hour web ticketing system at https://support.aerospike.com (“Support Portal”). Support is provided in the English language only.
Customer acknowledges that Requests raised outside of the Support Portal are not subject to the Service Levels outlined in this Support Policy. Customer shall not submit Requests arising from any software other than the Supported Software or otherwise use Support for unsupported software.
5: Customer Responsibilities
Customer agrees to provide Aerospike with data, process information, supporting analysis, and access to Support Contacts, as reasonably required by Aerospike to address reported Issues or Errors. Customer is responsible for the adequate duplication and documentation of all its files and data for backup purposes. Customer acknowledges information and materials provided to Aerospike in connection with receiving Support may be used by the Aerospike support team for the purpose of providing Support in accordance with this Support Policy.
Customer will carefully consider the data that Customer shares with Aerospike, and will only share the data that is strictly necessary for the provision of the applicable Support. Customer will ensure that it will only share personal data to the extent necessary for these purposes.
6: Issue Resolution
Aerospike will use commercially reasonable efforts to resolve any Issue submitted by Customer’s Support Contacts. Such efforts may include helping with diagnosis, suggesting workarounds, providing patches, or making a change to the Supported Software in a new release. An “Issue” is a material and verifiable failure of the Supported Software to conform to its Documentation. As part of providing Support, Aerospike may direct a Customer to move to the latest Maintenance Release of the affected Major Release or to the latest Major Release.
7: Response Times
Aerospike shall exercise best efforts to respond to a Request in accordance with the severity level reasonably assigned to such Request. Aerospike will confirm the severity level with Customer and will attempt to resolve any disagreement regarding the severity designation as soon as is reasonably practicable. Severity 1 and Severity 2 levels are not available for non-production environments.
The Response Times in Table 2 refer to the initial response time by Aerospike in response to a Request reported to Aerospike by Customer through the Support Portal. Aerospike's undertakings hereunder are not intended to indicate resolution timeframes for a reported Issue or Error.
Table 2:
Response Times | |||
Ticket Severity | Silver | Gold | Platinum |
Severity 1 | 4 hours (24x7) | 1 hour (24x7) | 15 mins (24x7) |
Severity 2 | 1 Business Day | 4 Business Hours | 4 Hours (24x7) |
Severity 3 | 1 Business Day | 1 Business Day | 1 Business Day |
Severity 4 | 2 Business Days | 2 Business Days | 2 Business Days |
“Severity Level” is the measure of the impact an Issue has on the use of the Software in the Licenses business’ context. Severity level is selected at the time of issue submission by the Support Contact via an ‘impact statement’ and are defined as below:
- “Severity 1” is defined as an Issue that has a critical or catastrophic impact on a Customer's production environment. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely. Customer cannot continue essential operations.
- “Severity 2” is defined as an Issue whereby a production environment is experiencing a high-impact. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.
- “Severity 3” pertains to a lower impact problem on a production or non-production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Customer can continue essential operations. Normal problems also include all problems on non-production systems, such as test and development systems.
- “Severity Level 4” refers to cases which contain a question, documentation query or feature request. There is no impact on the quality, performance, or functionality of the product in a production or non-production system.
8: End of Life
Beginning with Aerospike Enterprise Edition v8.1, each Major Release (and all Minor Releases under a supported Major Release) for a period of 36 months after the Major Release’s General Availability date (the “Maintenance Period”), unless a longer period is specified by Aerospike in writing (as determined at Aerospike's sole discretion). The Major Release General Availability date refers to the point when a Major Release is publicly available for users to download, install, or utilize. If the Maintenance Period has passed for a Major Release, and an alternate EOL date has not been announced by Aerospike, then such Major Release has reached its End of Life (EOL) and is no longer a Supported Software. Except as provided in the paragraph below, after the EOL for a Major Release, Aerospike will not support such Major Release and/or any Minor Releases of that Major Release.
Support for other versions of the Supported Software is not provided under this Support Policy. Support only covers use of the Supported Software on the platform or operating system versions that are specified in the Documentation. For informational purposes, a list of current versions of the Supported Software is available at: https://aerospike.com/docs/database/reference/platform-support/. Support does not cover use of the Supported Software on platforms or operating systems that are no longer supported by the original vendor.
9: Exclusions
Support will not be provided with respect to Requests or Issues resulting from the following: (1) use of the Supported Software in a manner inconsistent with the applicable Documentation, including failure to follow implementation procedures, or (2) Customer’s failure to replace earlier versions of the Software with Product Updates made available to Customer, or (3) modifications to the Supported Software not provided by Aerospike, or (4) use of the Supported Software with products or software not provided or approved by Aerospike in the Documentation (or otherwise in writing).
If Customer purchased its subscription through a reseller, the applicable agreement between Customer and the reseller may provide additional or different terms regarding support (for example, Customer’s first contact for support may be the reseller, rather than Aerospike). Customer is responsible for review of its agreement with the reseller for any such terms.
10: Amendments
From time to time, Aerospike may amend this Support Policy in its sole discretion and will post the amended terms on the Aerospike website at https://aerospike.com/legal. Aerospike will also update the date of the Last Updated at the top of this Support Policy. By continuing to access or use Support after Aerospike has amended the Support Policy, Customer agrees to be bound by the terms of the amended Support Policy. Except as expressly provided herein, no modification of this Support Policy will be effective unless contained in writing and signed by an authorized representative of each of Aerospike and Customer.