Extended Support Policy

Sonatype Support's standard hours of operation are from 8a.m. to 8.p.m Eastern time, Monday through Friday, excluding Sonatype holidays. Support outside of those hours is done on a best effort basis.

If you have purchased Extended Support, you can obtain round the clock support for any Severity 1 (Production Outage) issues. Please note, the extended support policy covers Production Outages only. 

To Get Help Outside of Normal Business Hours for your Production Outage:

  1. Go to https://SUPPORT.sonatype.com
  2. Log In - the person logging in must be an authorized support contact so that the system can validate you have an extended support policy.
  3. On the ticket form, select "critical production system outage" as the issue type.

Please ensure your list of authorized support contacts are kept up-to-date using the procedures documented in this article.

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