JFrog Platinum Support and SLA

Last Updated: April 03, 2026

The following terms apply to Customer’s purchase of JFrog’s Platinum Support, via an Order Form:

1. DEFINITIONS.
   1. « Issue » means a failure of the JFrog Platform to substantially conform to the Documentation.
   2. « Notification » means Customer’s initial notification of an issue to JFrog through the Technical Support Process as set forth herein.
   3. « Support Contact » means Customer employees designated by Customer as contact points to interface with JFrog’s support center.
2. TECHNICAL SUPPORT.
   1. Types of Technical Support. JFrog will provide Customer with the following technical support:
      1. Joint remote technical sessions to gather additional information on Issues;
      2. Temporary workarounds, patches, or changes to the JFrog Platform in a new release commercially available to all JFrog customers;
      3. Diagnosis of JFrog Platform Issues in accordance with Section 4 below; and
      4. The monitoring and analysis of the performance of the JFrog Platform.
   2. Exclusions. Technical support will not be provided if the Issue arises from Customer’s: (1) use of the JFrog Platform in a manner inconsistent with the Documentation, (2) modifications to the JFrog Platform which were not provided or authorized in writing by JFrog, or (3) use of the JFrog Platform with products or software not provided or authorized in writing by JFrog.
   3. Process.
      1. Support Contacts may initiate technical support in the following ways:
         1. By Phone: Solely for Critical Issues, via the Phone Number listed below 24 hours per day, 7 days per week, 365 days per year.
         2. By Email: By sending an email to the address listed below 24 hours per day, 7 days per week, 365 days per year. JFrog shall respond with an acknowledgement email with a ticket reference number.
         3. Via Support Portal: By submitting a ticket through JFrog’s support portal at https://support.jfrog.com (« Support Portal »). Support Contacts may update and track all open tickets through the Support Portal. Support tickets are assigned to a support engineer who is certified to handle complex enterprise level environments.
      2. Issues 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

3. CUSTOMER’S RESPONSIBILITIES.
   1. Customer must provide JFrog with access to Support Contacts and all relevant data, process information, and supporting analysis as reasonably required by JFrog to respond to Issues. Customer acknowledges that information and materials provided to JFrog by Support Contacts may be used by JFrog for the purpose of providing support.
   2. Customer must not submit to the JFrog support team any login credentials, passwords, API keys, access tokens, private keys, secrets, authentication credentials or any other highly sensitive information in any support ticket, chat, call, email, screenshare, log, attachment or other support channel. If the JFrog support team needs additional information regarding the Issue, JFrog will offer to schedule a call. The JFrog support team will not ask for Customer passwords.
   3. If Customer submits any such information, Customer will promptly revoke, rotate or otherwise replace the affected credential or secret. JFrog may redact, delete or restrict access to such information in support records and may require Customer to use an alternative support method.
4. SERVICE LEVELS.
   Platinum Support includes the following Service Levels:
   1. « Response Time » means the time interval between Notification and JFrog’s initial response to Customer acknowledging receipt of the Notification. JFrog’s undertakings hereunder are not intended to indicate a resolution to a problem that might have occurred.

   2. Severity Level	Description of Severity	Response Times
      Severity 1 (« Critical Issue »)	(i) A catastrophic problem which renders the JFrog Platform inoperative within Customer’s production system; or (ii) Customer’s production functionality and Customer cannot continue Customer’s essential operations. This Service Level will not apply to Customer’s 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 Platform but does not cause complete inoperability for Customer; or (ii) an Issue that prevents Customer 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 Customer is 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 Platform in a production or non-production system.	Twenty-four (24) hours from Notification.

5. REPORTS.
   1. Critical Issue Root Cause Analysis (« RCA ») Reports. Upon Customer’s 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 remediate its recurrence. JFrog will deliver the requested RCA report within seven (7) business days from the later of the Critical Issue close date or the date of Customer’s request.
   2. Open/Closed Ticket Reports: During the applicable Subscription Term, Customer’s assigned Success Manager will provide Customer 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 with details on the current status of Customer’s Jira items. Jira items may include product enhancements requests, bugs fixes and changes requiring R&D input.
6. ONGOING MEETINGS.
   During the applicable Subscription Term, Customer may schedule ongoing meetings with Customer’s assigned Success Manager to address support, configuration, and usage inquiries at mutually agreeable times and dates.
7. QUARTERLY BUSINESS REVIEWS.
   1. Customer will receive quarterly business reviews from JFrog’s sales, support, R&D, and product management teams, which may include the following:
      1. 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.
8. ANNUAL HEALTH CHECKS.
   1. JFrog shall perform an annual diagnostic scan of Customer’s deployment, which is measured against a repository of best practices and reference implications of Customer’s 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.
9. PROFESSIONAL SERVICES.
   1. Professional Services will be provided remotely via an online video system (e.g. Zoom, Microsoft Teams).
   2. Professional Services hours will be provided in accordance with local labor laws.
   3. Scheduling of sessions will be mutually coordinated in advance.
   4. Inspection and acceptance testing will not apply to the Professional Services.
   5. Professional Services will not include the creation or development of any Intellectual Property Rights for Customer by JFrog.
   6. Completion of the Professional Services will not impact the applicable Subscription Term purchased separately for the JFrog Platform.
   7. All Professional Service packages must be exercised within 12 months from the date of purchase.

JFrog may modify these Platinum Support terms at any time by posting a revised version on JFrog’s website. By continuing to use Platinum Support, Customer agrees to the updated terms posted at https://jfrog.com/platinum/sla/.