JFrog Logo JFrog Logo
  • Produits
  • Solutions
  • Développeurs
  • Ressources
  • Partenaire
  • Tarifs
  • Devenir Partenaire JFrog >
  • Travailler avec un Partenaire JFrog >
  • Obtenir de l'aide >
  • Communauté >
  • Documentation >
Cas d’utilisation
  • Gestion d’Artefacts >
    Gestion évolutive du cycle de vie des binaires
  • Sécurité et conformité >
    Assurer la confiance, répondre aux exigences
  • CI/CD >
    Automatisation avancée des pipelines
  • Edge & IoT >
    Gérez les appareils connectés à grande échelle, d'un simple clic
Industrie
  • Services financiers >
  • Secteur automobile >
  • Services de santé >
  • Technologie et logiciels >
  • Gaming >
  • Gouvernement >
Diagram
JFrog active votre workflow DevOps
Découvrez les intégrations JFrog >
Apprentissage et Guides
  • Guides de l'Utilisateur >
  • Base de Connaissances >
  • Académie JFrog >
  • Conseil DevOps >
  • Certification DevOps >
  • Webinaires Techniques >
  • Workshops >
  • Que sont les Outils DevOps ? >
Collateral
  • Centre de Ressources >
  • Blog JFrog >
Zone Client
  • Assistance >
    Assistance client, tickets et communauté
  • Gestion et dépannage >
    Renouveler, récupérer des licences, juridique et plus encore
  • MyJFrog >
    Portail client Cloud
  • État du Cloud >
    État du service et abonnement à l’événement
  • JFrog Trust >
    Comment nous vous protégeons vous et vos données
La Plateforme JFrog
Gestion Intégrale des Logiciels et Livraisons
Démarrer
JFrog Artifactory
Gestionnaire Universel de Dépôts pour l'Entreprise
Xray Logo
JFrog Xray
Sécurité des Conteneurs et Analyse Universelle des Artefacts
JFrog Pipelines
JFrog Pipelines
Pipeline DevOps CI/CD Universel pour l’Entreprise
Distribution icon
JFrog Distribution
Fiabiliser la Livraison des Logiciels
JFrog Container Registry
JFrog Container Registry
Un Registre Hybride et Puissant pour Docker et Helm
JFrog Connect
JFrog Connect
DevOps for Connected Devices
En De 日本語
Démarrer Gratuitement
  • Produits
      • La Plateforme JFrog
        Gestion Intégrale des Logiciels et Livraisons
      • JFrog Artifactory
        Gestionnaire Universel de Dépôts pour l'Entreprise
      • JFrog Xray
        Sécurité des Conteneurs et Analyse Universelle des Artefacts
      • JFrog Pipelines
        Pipeline DevOps CI/CD Universel pour l’Entreprise
      • JFrog Distribution
        Fiabiliser la Livraison des Logiciels
      • JFrog Container Registry
        Un Registre Hybride et Puissant pour Docker et Helm
      • JFrog Connect
        DevOps for Connected Devices
  • Solutions
    • Cas d’utilisation
      • Gestion d’Artefacts
        Gestion évolutive du cycle de vie des binaires
      • Sécurité et conformité
        Assurer la confiance, répondre aux exigences
      • CI/CD
        Automatisation avancée des pipelines
      • Edge & IoT
        Gérez les appareils connectés à grande échelle, d'un simple clic
    • Industrie
      • Services financiers
      • Secteur automobile
      • Services de santé
      • Technologie et logiciels
      • Gaming
      • Gouvernement
  • Développeurs
      • Communauté
      • Documentation
  • Ressources
    • Apprentissage et Guides
      • Guides de l'Utilisateur
      • Base de Connaissances
      • Académie JFrog
      • Conseil DevOps
      • Certification DevOps
      • Webinaires Techniques
      • Workshops
      • Que sont les Outils DevOps ?
    • Collateral
      • Centre de Ressources
      • Blog JFrog
    • Zone Client
      • Assistance
        Assistance client, tickets et communauté
      • Gestion et dépannage
        Renouveler, récupérer des licences, juridique et plus encore
      • MyJFrog
        Portail client Cloud
      • État du Cloud
        État du service et abonnement à l’événement
      • JFrog Trust
        Comment nous vous protégeons vous et vos données
  • Partenaire
      • Devenir Partenaire JFrog
      • Travailler avec un Partenaire JFrog
      • Obtenir de l'aide
  • Tarifs
  • Self Hosted Terms and Conditions
    • Self Hosted Terms and Conditions
    • Enterprise + Distribution Edge Addendum
    • Previous Versions
  • Cloud Terms and Conditions
    • Cloud Terms and Conditions
    • Container Registry Cloud
    • Previous Versions
  • About Box
  • Support
    • Standard SLA
    • Platinum Support & SLA
  • Privacy and Security
    • JFrog Cloud Data Processing Addendum
    • JFrog Technical and Organizational Measures
    • JFrog Trust Center
    • JFrog Privacy Center
    • JFrog Privacy Policy
    • JFrog Cookies Policy
  • Enterprise Devops Consulting Services Agreement
  • JFrog Brand Guidelines
  • Website Terms of Use

Platinum Support Service & SLA

The Platinum Support and Service Levels apply to your purchase of JFrog’s Platinum Support service, which includes the following:

  1. DEFINITIONS.

    1. “Developer Support Engineer” or “DSE” means a support engineer who is certified to handle complex enterprise level environments.
    2. “Documentation” means the documentation provided in connection with the Subscription as defined in the governing terms for the Subscription
    3. “JFrog Software” means the software provided by JFrog.
    4. “Health Check” means a diagnostic scan of your deployment, which is measured against a repository of best practices and reference implications.
    5. “Issue” means a failure of the JFrog Software to substantially conform to its Documentation.
    6. “Notification” means your initial notification of an issue to JFrog through the Technical Support Process as set forth herein.
    7. “Response Time” means the time interval between Notification and JFrog’s response to you acknowledging receipt of the Notification.
    8. “Strategic ESL” means a Strategic Enterprise Solutions Lead Technical advisor assigned to you during the applicable Subscription Term who provides guidance and recommendations as part of Platinum Support.
    9. “Support Contact” means individuals designated by you who are responsible for administration of the JFrog Software.
  2. TECHNICAL SUPPORT

    1. JFrog will provide you with technical support using commercially reasonable efforts to respond to Issues submitted by Support Contacts, which may include:

      1. Joint remote technical sessions to gather additional information on Issues;
      2. Temporary workarounds, patches, or changes to the JFrog Software in a new release;
      3. Diagnosis of JFrog Software Issues in accordance with Section 4; and
      4. The monitoring and analysis of the JFrog Software performance.
    2. Technical support will not be provided if the Issue arises from your: (1) use of the JFrog Software in a manner inconsistent with the applicable Documentation, (2) modifications to the JFrog Software which were not provided or authorized in writing by JFrog, or (3) use of the JFrog Software with products or software not provided or authorized in writing by JFrog.
    3. TECHNICAL SUPPORT PROCESS

      1. Support Contacts may initiate Technical Support in the following ways:

        1. By Phone: A Support Contact may initiate contact via the Phone Number listed below 24 hours per day, 7 days per week, 365 days per year solely for Critical Issues.
        2. By Email: A Support Contact may initiate contact by sending an email to the address listed below 24 hours per day, 7 days per week, 365 days per year, and JFrog shall respond with an acknowledgement email with a Notification reference number.
        3. Via Support Portal: A Support Contact may initiate contact and submit a Notification through JFrog’s support portal at https://support.jfrog.com (“Support Portal”). Support Contacts may update and track all open Notifications through the Support Portal. Support tickets are assigned to a DSE.
        4. Weekly Meetings. You will be entitled to weekly meetings with your Strategic ESL to address support, configuration, and usage inquiries at mutually agreeable times and dates.
      2. Notifications may be reported as follows:

        Hours of Operation 24 X 7 X 365
        Contact Phone Number 1-888-494-2855
        E-mail Address support@jfrog.com
        Support Portal https://support.jfrog.com
    4. YOUR RESPONSIBILITIES

      1. You must provide JFrog with relevant data, process information, supporting analysis, and access to Support Contacts as reasonably required by JFrog to respond to Issues. You are solely responsible for the adequate duplication and documentation of all its files and data for backup purposes. You acknowledge that information and materials provided to JFrog by Support Contacts may be used by JFrog for the purpose of providing Support.
  3. SERVICE LEVELS. Platinum Support includes the following Service Levels:

    Severity Level Description of Severity Response Times
    Severity 1 (“Critical Issue”) (i)A catastrophic problem which renders the JFrog Software inoperative within your production system; or
    (ii) your production functionality and you cannot continue your essential operations.
    This Service Level will not apply to your non-production or development systems.
    Thirty (30) minutes from Notification.
    Severity 2 (“High Issue”) (i) A high-impact problem which significantly degrades the performance of the JFrog Software but does not cause complete inoperability for you; or
    (ii) an Issue that prevents you from enabling a feature in a production environment that the production system does not currently rely on.
    Eight (8) hours from Notification.
    Severity 3 (“Medium Issue”) 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 but you are able to continue essential operations. All Issues in connection with non-production systems, such as test and development systems. Twenty-four (24) hours from Notification
    Severity 4 (“Low Issue”) Issues with no impact on the quality, performance, or functionality of the JFrog Software in a production or non-production system. Twenty-four (24) hours from Notification
  4. REPORTS

    1. Critical Issue Root Cause Analysis (“RCA”) Reports. Upon your request, JFrog will prepare a root cause analysis report of a Critical Issue, which will identify the origin of an incident and the corrective actions to prevent its recurrence. JFrog will deliver the requested RCA report within seven (7) business days from the later of the incident close date or the date of your request.
    2. Open/Closed Ticket Reports: JFrog’s Strategic ESL will provide you with a monthly report on open/closed tickets with a summary review of the past month activity and Response Times.
    3. Jira Reports: Standard monthly Jira reports will be provided with details on the current status of your Jira items. Jira items may include product enhancements requests, bugs fixes and changes requiring R&D input.
  5. QUARTERLY BUSINESS REVIEWS

    1. You will receive quarterly business reviews from JFrog’s sales, support, R&D, and product management teams, which may include the following:

      1. delivery of the quarterly business reviews with early collaboration on presentation and materials
      2. Product roadmap and/or planning sessions
      3. A review of last quarter’s support activities (including support tickets, Jira items, projects and special events handling) as well planning of the next quarter’s major activities and milestones
  6. ANNUAL HEALTH CHECKS

    1. JFrog shall perform an annual Health Check of your configuration during the applicable Subscription Term for Platinum Support, which includes:

      1. Local, remote, and virtual repository configuration and usage;
      2. Artifactory Query Language (AQL) usage and performance; and
      3. System performance against benchmarks.

Produits

  • Artifactory
  • Xray
  • Pipelines
  • Distribution
  • Container Registry
  • Connect
  • JFrog Platform
  • Démarrer Gratuitement

Ressources

  • Blog
  • Événements
  • Intégrations
  • Guides Utilisateur
  • Outils DevOps
  • Open Source
  • En vedette
  • Compare JFrog

Entreprise

  • À propos de nous
  • Gouvernance
  • Relations avec les investisseurs
  • Partenaires
  • Clients
  • Carrières
  • Presse
  • Contactez-nous
  • Identité de marque

Communauté

  • Community
  • Downloads
  • Community Events
  • Open Source Foundations
  • Forum communautaire
  • Superfrogs
Fr
  • En
  • Fr
  • De
  • 日本語
Follow Us
© 2023 JFrog Ltd Tous droits réservés
JFrog Logo
Conditions Générales de Service | Cookies Policy | Politique de Confidentialité |
Cookies Settings
| Accessibility Mode

Succès

Votre action a été une réussite

Oups... Quelque chose s'est mal passé

Veuillez réessayer plus tard

Informations

frog hand

Message modal