* Clock hours for HCP Cluster down and TFC Stuck Runs

Support Plan Details

Severity Definitions

Response and resolution times are based on your Service Level Agreement with HashiCorp. Please refer to Bronze / Silver / Gold SLA levels.

HashiCorp will make reasonable efforts to adhere to the response and resolution times for issues within the scope of its own software.

The following definitions of Severity should be used when opening tickets.

Severity 1 (Urgent)

Any error reported by the customer where the majority of the users for a particular part of the software are affected, the error has high visibility and is in a production system (i.e., non-production systems are excluded), there is no workaround, and it affects a customer’s ability to perform its business.

Severity 2 (High)

Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is affecting revenue.

Severity 3 (Normal)

Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is NOT affecting revenue.

Severity 4 (Low)

Any error reported by the customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact.

The terms below are no longer available after February 1, 2022 unless otherwise agreed to in applicable agreements with HashiCorp, Inc.