{"id":165122,"date":"2026-04-01T16:57:26","date_gmt":"2026-04-01T14:57:26","guid":{"rendered":"https:\/\/jfrog.com\/?page_id=165122"},"modified":"2026-04-02T09:18:16","modified_gmt":"2026-04-02T07:18:16","slug":"sla-05-04-2023","status":"publish","type":"page","link":"https:\/\/jfrog.com\/de\/standard\/sla-05-04-2023\/","title":{"rendered":"Standard SLA – May 04, 2023"},"content":{"rendered":"

Last Updated: May 04, 2023<\/span><\/p>\n

JFROG CUSTOMERS SLA-BASED SUPPORT TERMS<\/span><\/p>\n

These\u00a0SLA-Based Support Terms<\/span>\u00a0(the \u201cSLA Terms<\/span>\u201d) offers a proactive approach to maintaining the quality and integrity of your Artifactory and CI servers and includes the following:<\/span><\/p>\n

Artifactory SLA-Based Electronic and Phone Support<\/span>\u00a0\u2013 for diagnosing and prioritizing issues arising in production and helping you identify the root cause, so that you can rapidly resume normal operation.<\/span><\/p>\n

Free Continuous Notification<\/span>\u00a0\u2013 of Artifactory\u2019s important fixes and improvements to help ensure that your system is always protected.<\/span><\/p>\n

Ticket Management<\/span><\/span><\/p>\n

JFrog<\/span><\/span>\u00a0offers Licensee electronic and phone support for issues concerning Artifactory that arise in production or other environments.\u00a0JFrog<\/span><\/span>\u00a0will allocate a dedicated account in JFrog\u2019s support center for Licensee support calls.\u00a0Licensee<\/span><\/span>\u00a0and JFrog will use this account in order to open support calls and define severity. It is up to Licensee to supply any relevant information and attachments in advance in order to make sure calls are handled as quickly and efficiently as possible.<\/span><\/p>\n

Remote Support<\/span><\/span><\/p>\n

For better communication during support call handling and simpler handling of maintenance and review tasks, JFrog\u2019s support center can use a secure connection to your Artifactory servers. This connection should be based on the SSH or VPN\u00a0of<\/span><\/span>\u00a0your choice.<\/span><\/p>\n

Response Time<\/span><\/span><\/p>\n

The SLA support services refer to the response time of JFrog\u2019s support team.\u00a0JFrog\u2019s<\/span><\/span>\u00a0undertakings hereunder are not intended to indicate a resolution to a problem that might have occurred.<\/span><\/p>\n

Business Hours<\/span><\/span><\/p>\n

Regular Working Hours:<\/span>\u00a0Monday to Friday between 9:00AM to 6:00PM (customer\u2019s site time zone).<\/span><\/p>\n

Irregular working hours:<\/span>\u00a0Seven days a week, 24 hours a day.<\/span><\/p>\n

Severity Calls<\/span><\/span><\/p>\n

High Severity Call<\/span>\u00a0\u2013 A call related to an issue incurring production downtime or causing a severe disruption to normal production-related operations. 4-hour response time (from call open time).<\/span><\/p>\n

Low Severity Call<\/span>\u00a0\u2013 A call related to an issue affecting\u00a0production but<\/span><\/span>\u00a0not causing severe interference to production-related operations, or an issue that can be solved by using a workaround. 24-hour response time (from call open time).<\/span><\/p>\n

Points of Contact<\/span><\/span><\/p>\n

JFrog<\/span><\/span>\u00a0recommends that Licensee will assign at least 2 of its employees as\u00a0contact points\u00a0to interface with\u00a0JFrog\u2019s support center.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Last Updated: May 04, 2023 JFROG CUSTOMERS SLA-BASED SUPPORT TERMS These\u00a0SLA-Based Support Terms\u00a0(the \u201cSLA Terms\u201d) offers a proactive approach to maintaining the quality and integrity of your Artifactory and CI servers and includes the following: Artifactory SLA-Based Electronic and Phone Support\u00a0\u2013 for diagnosing and prioritizing issues arising in production and helping you identify the root …<\/p>\n","protected":false},"author":410,"featured_media":0,"parent":165124,"menu_order":1359,"comment_status":"closed","ping_status":"closed","template":"templates\/legal-page.php","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-165122","page","type-page","status-publish","hentry"],"yoast_head":"\nJFrog - Customers SLA-BASED Support Terms<\/title>\n<meta name=\"description\" content=\"These SLA-Based Support Terms (the \u201cSLA Terms\u201d) offers a proactive approach to maintaining the quality and integrity of your Artifactory and CI servers and includes the following: Artifactory SLA-Based Electronic and Phone Support \u2013 for diagnosing and prioritizing issues arising in production and helping you identify the root cause, so that you can rapidly resume normal operation.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jfrog.com\/de\/wp-json\/wp\/v2\/pages\/165122\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Standard SLA - 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