Effective Date: March 18, 2022
1. Scope of Support Services
R3 will provide Support to Customer in accordance with the then-current Maintenance and Support Services Handbook – which can be found at https://r3.com/support.
All time definitions are made in accordance with UTC +0.
“Normal Business Hours” are from Sunday 23:00 (GMT) to Friday 23:00 (GMT).
R3 Support uses a ‘follow-the-sun’ schedule with the Support team based in R3’s offices in the following locations: London, New York and Singapore.
“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 Office’s city are authorized or directed by applicable law to close, or (c) any bank holiday in an Office.
2. Support Service Offerings
R3 offers three different levels of the Support Services 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, response times, methods of Support and other matters for each Subscription Level.
R3 shall use commercially reasonable efforts to meet the applicable targeted response times set forth below.
Customers acknowledges the policies set forward in the Maintenance and Support Services Handbook apply to Support regardless of the applicable Subscription Level.
3. Subscription Levels
The primary method for submitting a Support request is via our Support Portal. Please follow the Maintenance and Support Services Handbook to set up authorised contacts to submit requests.
An email address is also provided that will automatically raise a Support ticket: [email protected]
Enterprise level
Normal Hours of Operation: 24x7x365
Emergency Patches: yes
Annual Incidents: unlimited
Eligible edition: Corda: Enterprise Edition
Supported version: https://docs.r3.com/en/platform/corda.html
| Severity | Target Response | Target Service |
| 1 | 30 minutes | R3 shall, at R3’s expense:(a) immediately assign an appropriate number of qualified resources to reasonably work towards correction of the Incident 24-hours a day, 7-days a week until R3 has provided a functional workaround or permanent fix or the issue is no longer defined as Severity 1; and(b) regularly report on the status of the corrections if the issue remains after four (4) hours at a schedule agreed with customer.An appropriate number of customer contacts must be made available in Severity 1 situations and reasonably cooperate to help resolve the issue.A Severity 1 issue may be immediately downgraded if one of the following occurs:(i) a functional workaround has been implemented that has enabled the CorDapp to restart and continue normal service;(ii) during the course of the investigation R3 determines that the Licensed Software is not the cause of the issue;(iii) customer confirms the severity level can be reduced for other reasons; or(iv) customer fails to provide appropriate resources to work with R3 at any time. |
| 2 | 2 hours | R3 shall, at R3’s expense:(a) promptly assign an appropriate number of qualified resources to work towards correction of the Incident until R3 has provided a functional workaround or permanent fix; and(b) report on the status of the corrections not less than every Business Day. A Severity 2 issue may be upgraded if the workaround no longer hides the impact of the issue, or if the workaround does not work.A Severity 2 issue may be downgraded if one of the following occurs:(i) a permanent fix has been implemented to remove the need for the workaround; or(ii) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue;(iii) customer confirms the severity level can be reduced for other reasons; or(iv) customer fails to provide appropriate resources to work with R3 at any time. |
| 3 | 12 hours | In addition, R3 shall, at R3’s expense:then assign an appropriate number of qualified resources to work towards correction of the Incident until R3 has provided a functional workaround or permanent fix.A Severity 3 issue may be upgraded if the impairment spreads to key functionalities of the CorDapp. A Severity 3 issue may be downgraded if one of the following occurs:(i) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue; or(ii) customer confirms the severity level can be reduced for other reasons. |
| 4 (or Information requests) | 2 business days | R3 would normally undertake to address such issues in future releases.R3 shall 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 all reasonable steps to provide an answer to the request.A Severity 4 may be deemed to be closed or unresolved if one of the following occurs:(i) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue; or(ii) customer confirms issue can be closed. |
Community Developer Support level
Normal Hours of Operation: Normal Business Hours only
Emergency Patches: no
Annual Incidents: unlimited
Eligible edition: Corda Community Edition
Supported version(s): https://docs.r3.com/en/platform/corda.html – pre-production only
| Severity | Target Response | Target Service |
| 1 | N/A | N/A |
| 2 | N/A | R3 shall, at R3’s expense:(a) promptly assign an appropriate number of qualified resources to work towards correction of the Incident until R3 has provided a functional workaround or permanent fix; and(b) report on the status of the corrections not less than every Business Day. A Severity 2 issue may be upgraded if the workaround no longer hides the impact of the issue, or if the workaround does not work.A Severity 2 issue may be downgraded if one of the following occurs:(i) a permanent fix has been implemented to remove the need for the workaround; or(ii) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue;(iii) customer confirms the severity level can be reduced for other reasons; or(iv) customer fails to provide appropriate resources to work with R3 at any time. |
| 3 | 12 hours | In addition, R3 shall, at R3’s expense:then assign an appropriate number of qualified resources to work towards correction of the Incident until R3 has provided a functional workaround or permanent fix.A Severity 3 issue may be upgraded if the impairment spreads to key functionalities of the CorDapp. A Severity 3 issue may be downgraded if one of the following occurs:(i) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue; or(ii) customer confirms the severity level can be reduced for other reasons. |
| 4 | 2 business days | R3 would normally undertake to address such issues in future releases.R3 shall 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 all reasonable steps to provide an answer to the request.A Severity 4 may be deemed to be closed or unresolved if one of the following occurs:(i) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue; or(ii) customer confirms issue can be closed. |
Community Production Support level
Normal Hours of Operation: Normal Business Hours only.
Emergency Patches: no
Annual Incidents: unlimited
Eligible edition: Corda Community Edition
Supported version(s): https://docs.r3.com/en/platform/corda.html
| Severity | Target Response | Target Service |
| 1 | N/A | N/A |
| 2 | 3 hours | R3 shall, at R3’s expense:(a) promptly assign an appropriate number of qualified resources to work towards correction of the Incident until R3 has provided a functional workaround or permanent fix; and(b) report on the status of the corrections not less than every Business Day. A Severity 2 issue may be upgraded if the workaround no longer hides the impact of the issue, or if the workaround does not work.A Severity 2 issue may be downgraded if one of the following occurs:(i) a permanent fix has been implemented to remove the need for the workaround; or(ii) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue;(iii) customer confirms the severity level can be reduced for other reasons; or(iv) customer fails to provide appropriate resources to work with R3 at any time. |
| 3 | 12 hours | In addition, R3 shall, at R3’s expense:then assign an appropriate number of qualified resources to work towards correction of the Incident until R3 has provided a functional workaround or permanent fix.A Severity 3 issue may be upgraded if the impairment spreads to key functionalities of the CorDapp. A Severity 3 issue may be downgraded if one of the following occurs:(i) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue; or(ii) customer confirms the severity level can be reduced for other reasons. |
| 4 | 2 business days | R3 would normally undertake to address such issues in future releases.R3 shall 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 all reasonable steps to provide an answer to the request.A Severity 4 may be deemed to be closed or unresolved if one of the following occurs:(i) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue; or(ii) customer confirms issue can be closed. |