Effective Date: August 1, 2023
1. Scope of Support
R3 will provide Support to Customer in accordance with the applicable Support Services Handbook, which can be found here.
“Regional Business Hours” vary by Customer location as follows:
EMEA Customers: 9:00 to 17:00 (GMT), Monday – Friday, except during the period when BST is in effect, during which period all references to times shall be adjusted to BST accordingly.
Americas Customers: 9:00 to 17:00 (EST), Monday – Friday, except during the period when EDT is in effect, during which period all references to times shall be adjusted to EDT accordingly.
APAC Customers: 9:00 to 17:00 (SST), Monday – Friday
“Business Day” means any day except (a) a Saturday or a Sunday, (b) any other day on which commercial banking institutions based in the affected R3 office’s city are authorized or directed by applicable law to close, or (c) any R3-recognized holiday.
2. Support Offerings
R3 offers different levels of Support which are described below in Section 3 of this page and are subject to the specific terms and conditions set forth therein regarding hours of operation, target response times, target methods of Support and other matters for each Subscription Level.
Customer acknowledges the policies set forward in the applicable Support Services Handbook apply to Support regardless of the applicable Subscription Level.
3. Subscription Levels
Basic Support
Normal Hours of Operation: Regional Business Hours only
Emergency Patches: Yes (during Regional Business Hours)
Annual Incidents: Unlimited
Default Subscription Level for Corda Enterprise Development License (including any Corda Enterprise Development Period)
Supported version: https://docs.r3.com/en/platform/corda.html
| Severity | Target Response | Target Service |
| 1 | 4 hours | R3 will reasonably work towards correction of the Incident; and (b) provide an update after 3 hours and thereafter at a frequency as agreed with Customer until the Incident is closed or downgraded. An appropriate number of Customer Contacts must be made available in Severity 1 situations and reasonably cooperate to help resolve the Incident. A Severity 1 Incident may be downgraded if: (i) a functional workaround has been implemented that has enabled the CorDapp to restart and continue normal service until a permanent fix has been implemented in the next regular New Version release; (ii) Customer confirms the severity level can be reduced; or (iii) Customer fails to provide appropriate resources to work with R3 at any time. |
| 2 | 1 Business Day | R3 will reasonably work towards correction of the Incident; and (b) provide an update not less than every Business Day. A Severity 2 Incident may be upgraded if the Incident falls within the Severity 1 classification. A Severity 2 Incident may be downgraded or closed (as applicable) if: (i) Customer confirms the severity level can be reduced; or (ii) Customer fails to provide appropriate resources to work with R3 at any time. |
| 3 | 2 Business Days | R3 will reasonably work towards correction of the Incident. A Severity 3 Incident may be upgraded if the Incident falls within the Severity 1 or Severity 2 classification. A Severity 3 Incident may be downgraded or closed (as applicable) if: (i) Customer confirms the severity level can be reduced; or (ii) Customer fails to provide appropriate resources to work with R3 at any time. |
| 4 | 4 Business Days | R3 normally undertakes to address such issues in future releases. R3 will respond to inquiries that do not involve the report of an Incident as soon as is practical, taking account of volumes of such queries and Incidents in process at the time. R3 will take reasonable steps to provide an answer to the request. A Severity 4 issue may be deemed to be closed if: (i) the issue is addressed in a future release; (ii) Customer confirms issue can be closed; or (iii) Customer fails to provide appropriate resources to work with R3 at any time. |
Standard Support
Normal Hours of Operation: 24x7x365
Emergency Patches: Yes
Annual Incidents: Unlimited
Default Subscription Level for Corda Enterprise Production License
Supported Versions: https://docs.r3.com/en/platform/corda.html
| Severity | Target Response | Target Service |
| 1 | 2 hours | R3 will reasonably work towards correction of the Incident; and (b) provide an update after 2 hours and thereafter at a frequency as agreed with Customer until the Incident is closed or downgraded. An appropriate number of Customer Contacts must be made available in Severity 1 situations and reasonably cooperate to help resolve the Incident. A Severity 1 Incident may be downgraded if: (i) a functional workaround has been implemented that has enabled the CorDapp to restart and continue normal service until a permanent fix has been implemented in the next regular New Version release; (ii) Customer confirms the severity level can be reduced; or (iii) Customer fails to provide appropriate resources to work with R3 at any time. |
| 2 | 4 hours | R3 will reasonably work towards correction of the Incident; and (b) provide an update not less than every Business Day. A Severity 2 Incident may be upgraded if the Incident falls within the Severity 1 classification. A Severity 2 Incident may be downgraded or closed (as applicable) if: (i) Customer confirms the severity level can be reduced; or (ii) Customer fails to provide appropriate resources to work with R3 at any time. |
| 3 | 12 hours | R3 will reasonably work towards correction of the Incident. A Severity 3 Incident may be upgraded if the Incident falls within the Severity 1 or Severity 2 classification. A Severity 3 Incident may be downgraded or closed (as applicable) if: (i) Customer confirms the severity level can be reduced; or (ii) Customer fails to provide appropriate resources to work with R3 at any time. |
| 4 | 2 Business Days | R3 normally undertakes to address such issues in future releases. R3 will respond to inquiries that do not involve the report of an Incident as soon as is practical, taking account of volumes of such queries and Incidents in process at the time. R3 will take reasonable steps to provide an answer to the request. A Severity 4 issue may be deemed to be closed if: (i) the issue is addressed in a future release; (ii) Customer confirms issue can be closed; or (iii) Customer fails to provide appropriate resources to work with R3 at any time. |
Premium Support
Normal Hours of Operation: 24x7x365
Emergency Patches: Yes
Annual Incidents: Unlimited
Supported version(s): https://docs.r3.com/en/platform/corda.html
| Severity | Target Response | Target Service |
| 1 | 1 hour | R3 will: (a) assign an appropriate number of qualified resources to reasonably work towards correction of the Incident until R3 has provided a functional workaround or permanent fix or the issue is no longer defined as Severity 1; and (b) provide an update after 1 hour and thereafter at a frequency as agreed with Customer until the Incident is closed or downgraded. An appropriate number of Customer Contacts must be made available in Severity 1 situations and reasonably cooperate to help resolve the Incident. A Severity 1 Incident may be downgraded if: (i) a functional workaround has been implemented that has enabled the CorDapp to restart and continue normal service until a permanent fix has been implemented in the next regular New Version release; (ii) Customer confirms the severity level can be reduced; or (iii) Customer fails to provide appropriate resources to work with R3 at any time. |
| 2 | 2 hours | R3 will: (a) assign an appropriate number of qualified resources to reasonably work towards correction of the Incident until R3 has provided a functional workaround or permanent fix or the issue is no longer defined as Severity 2; and (b) provide an update not less than every Business Day. A Severity 2 Incident may be upgraded if the Incident falls within the Severity 1 classification. A Severity 2 Incident may be downgraded or closed (as applicable) if: (i) Customer confirms the severity level can be reduced; or (ii) Customer fails to provide appropriate resources to work with R3 at any time. |
| 3 | 4 hours | R3 will assign an appropriate number of qualified resources to reasonably work towards correction of the Incident until R3 has provided a functional workaround or permanent fix or the issue is no longer defined as Severity 3. A Severity 3 Incident may be upgraded if the Incident falls within the Severity 1 or Severity 2 classification. A Severity 3 Incident may be downgraded or closed (as applicable) if: (i) Customer confirms the severity level can be reduced; or (ii) Customer fails to provide appropriate resources to work with R3 at any time. |
| 4 | 12 hours | R3 normally undertakes to address such issues in future releases. R3 will respond to inquiries that do not involve the report of an Incident as soon as is practical, taking account of volumes of such queries and Incidents in process at the time. R3 will take reasonable steps to provide an answer to the request. A Severity 4 issue may be deemed to be closed if: (i) the issue is addressed in a future release; (ii) Customer confirms issue can be closed; or (iii) Customer fails to provide appropriate resources to work with R3 at any time. |
CorDapp Development Support
Normal Hours of Operation: Regional Business Hours only
Emergency Patches: Yes
Annual Incidents: Unlimited
| Severity | Target Response | Target Service |
| N/A | 1 Business Day | R3 will aim to acknowledge a Development Support ticket within one (1) Business Day. If the Development Support ticket is accepted as in scope in accordance with the Development Support Handbook, the Development Support Team will aim to provide a response to the relevant query within four (4) Business Days. |
If the current annual period of Customer’s Corda Enterprise license agreement or Corda Community Edition Software Support Services Order Form commenced prior to August 1, 2023, please refer to the Subscription Levels here.