JFrog Standard Support & SLA

Last Updated: April 03, 2026

The following terms apply to Customer’s receipt of Standard Support:

1. TICKET MANAGEMENT.
   1. Electronic and Phone Support – for diagnosing and prioritizing issues arising in Customer’s Instance and helping Customer identify the root cause to rapidly resume normal operation.
   2. Free Continuous Notification – of the JFrog Platform’s important fixes and improvements.
2. REMOTE SUPPORT.
   1. JFrog’s support center can use a secure connection to Customer’s JFrog Platform servers, based on the SSH or VPN of Customer’s choice.
3. BUSINESS HOURS.
   1. Regular Working Hours: Monday to Friday between 9:00AM to 6:00PM (customer’s time zone).
   2. Irregular Working Hours: Seven days a week, 24 hours a day.
4. CUSTOMER’S RESPONSIBILITIES.
   1. Customer must provide JFrog with access to Customer’s 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 Customer’s 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.
5. SERVICE LEVELS.
   Standard Support includes the following Service Levels:
   1. « Response Time » means the time interval between Customer’s 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
      High Severity	A call related to an issue incurring production downtime or causing a severe disruption to normal production-related operations.	Four (4) hours from call open time.
      Low Severity	A call related to an issue affecting production but not causing severe interference to production-related operations, or an issue that can be solved by using a workaround.	Twenty-four (24) hours from call open time.

6. SUPPORT CONTACTS.
   1. JFrog recommends that Customer assigns at least two (2) Customer employees designated by Customer as contact points to interface with JFrog’s support center.

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