(updated as of September 23, 2025)
These OceanBase Cloud Support Plans and Policies (the "Policies") serve as the addendum to the OceanBase Cloud Services Agreement available at https://en.oceanbase.com/legal/service-agreement or other agreement between you and OceanBase governing the use of OceanBase Cloud Services (the "Agreement"). The Policies are incorporated into the terms of the Agreement and form a part of your agreement with OceanBase with respect to your use of the OceanBase Cloud Services and the associated Support Services (defined below), and Support Services are “OceanBase Cloud Services” for the purpose of the Agreement. The Policies describe the applicable support levels and processes that apply to the Support Services, and shall the terms of the Policies prevail over the Agreement with regard to the Support Services.
1. Definitions
The following terms have the following meanings when used in the Policies. Any capitalized terms that are not defined in the Policies have the meaning provided in the Agreement.
1.1 "Business Hours" means 9am to 6pm, Monday through Friday (excluding public holidays) local time in your selected Primary Time Zone.
1.2 "Error" means a reproducible failure of OceanBase Cloud Services to perform in substantial conformity with the Documentation.
1.3 "Issue'' means a question or concern that is not a result of an Error.
1.4 “OceanBase Cloud Support Plans” means different packages/levels of Support Services listed in Section 2 of the Policies, and selected by Customers.
1.5 "Severity Levels" means the classification of Error or Issue based on its impact on the Production Environment and business operations, as follows:
Severity Level 1 (S1) refers to a complete loss of Production Environmental functionality.
Severity Level 2 (S2) refers to an Error or Issue with high impact on operations in Your Production Environment.
Severity Level 3 (S3) refers to a non-critical Error or Issue in Your Production Environment or non-production environment.
Severity Level 4 (S4) refers to an issue that has minimal impact on business and can be tolerated for a reasonable period, including, for example, general questions on how a particular feature or function performs or should be configured.
1.6 "Support Services" means the after-sales technical support services provided by OceanBase to the Customer that have subscribed to the applicable OceanBase Cloud Support Plans in connection with their use of the OceanBase Cloud Services.
2. Overview of OceanBase Cloud Support Plans
There are four levels of Support Services: Developer, Business, Premium and Platinum. You can select a level of Support Service based on your requirements for response time and services.
2.1 Overview of the Support Services
The following table outlines the categories of the Support Services and the features included in the different levels of the Support Services under the OceanBase Cloud Support Plans. For Premium and Platinum levels, the displayed content is for reference only, please contact sales for evaluation of the specialized service scope before placing an order. For the Advanced Customer Services contained in Business level, if you have more customized requests on top of the listed standard offering, please contact sales.
The Policies do not obligate OceanBase to perform any Support Services at Premium and/or Platinum levels. To receive Support Services at Premium and/or Platinum levels, you must sign a statement of work for each specific project, which will describe the project and may include additional terms and conditions applicable to the project (each a “SOW”). Each SOW is made part of the Policies. For the purposes of each SOW, the term “OceanBase” in the SOW and the Agreement refers to the OceanBase Contracting Entity that executes the SOW, and no other OceanBase Contracting Entity has any obligations under that SOW. Each SOW (together with the Agreement and the Policies) is intended by the parties as the final, complete, and exclusive terms of their agreement and supersedes all prior agreements and understandings (whether oral or written) between the parties with respect to the subject matter of that SOW. If there is a conflict between a SOW and the Policies or the Agreement, the SOW shall prevail.
Table 1 - Support Plans Overview
The table below outlines the different levels of the Advanced Customer Services and CSM that Customers may subscribe under the OceanBase Cloud Support Plans.
Table 2 – Service Level for Advanced Customer Services
2.2 Global Support Services
(i) In using the Global Support Services, you shall submit a ticket via our online Ticket System for assistance or contact us via a supported instant message tool, and the OceanBase Ticket System Terms of Use shall apply during your use of the Ticket System and the Global Support Services. The terms of OceanBase Ticket System Terms of Use will control in case of any conflict with the Policies.
(ii) OceanBase’s assigned technical engineer will respond to your enquiries during Business Hours based on the Primary Time Zone selected by you.
(iii) The Initial Response Time only applies to the ticket cases submitted by you via our online Ticket System. You acknowledge and agree that the Initial Response Time sets the time limit within which we shall acknowledge receipt of your service ticket and provide preliminary responses. This does not apply to the actual time it takes us to provide complete diagnosis or final solution for the specific ticket case, which may be affected by various factors such as technical conditions, problem status and network status.
2.3 Advanced Customer Services
The following table outlines the detailed service items and content of the Advanced Customer Services, which is one category of the Support Services.
Table 3 – Service Content for Advanced Customer Services
2.4 Customer Success Manager
The following terms apply to the Customer Success Manager (CSM) Services, which is one category of the Support Services:
(i) After purchasing the CSM Services, a CSM will be assigned to you at random to oversee end-to-end service management and act as your primary point of contact for technical service matters during 5×8 Business Hours in your selected Primary Time Zone.
(ii) The CSM’s responsibilities include:
(a) Management of the service implementation;
(b) Serving as the dedicated point of contact for customer technical service;
(c) Developing and maintaining a customer service implementation plan;
(d) Conducting periodic reviews and updates of the customer service implementation plan;
(e) Working with you to understand and document relevant environment and system configurations to facilitate support;
(f) Providing guidelines and advice on OceanBase Support Services’ processes and features.
(iii) Upon expiration of the CSM Services, your CSM will deliver the following deliverables to you:
(a) Service Implementation Plan; and
(b) Service Implementation Report. 2.5Training Services The following table outlines the detailed service items and content of the Training Services, which is one category of the Support Services. More details about the Training Services are available at https://en.oceanbase.com/training for your easy reference.
Table 4 – Training Content for Training Services
3. Payment
3.1 You agree to purchase the Support Services at the prices listed on our website, and unless otherwise specified in a SOW, you shall pay the fees for Support Services in accordance with Section 5 (Fees and Payment) of the Agreement.
3.2 All payments for Support Services are not refundable. All amounts payable under the Policies for Support Services will be made without setoff or counterclaim, and without any deduction or withholding. OceanBase may charge you interest at the rate of 1.5% per month (or the highest rate permitted by law, if less) on all late payments.
4. Support Services Terms
4.1 To enable OceanBase to provide the Support Services as described in the Policies and the applicable OceanBase Cloud Support Plans, you agree to provide OceanBase with the following in a timely manner: (i) descriptions of the nature of and circumstances surrounding the Issue or Error with a reasonable level of details; (ii) access to personnel, documentation, systems and facilities as necessary for OceanBase to provide the Support Services; (iii) any additional information requested by OceanBase related to reasonably required for provision of Support Services; and (iv) reasonable cooperation in the diagnosis and resolution of any Issues and Errors. With your consent, OceanBase may share information related to a particular support case with other relevant service providers engaged by OceanBase in order to troubleshoot and resolve the support case. You shall ensure that all the information provided to OceanBase in connection with the provision and use of the Support Services is authentic and valid and accurate.
4.2 The Support Services (except for Training Services) are only available in English.
4.3 All Support Services are provided remotely, and the service fee paid by Customers does not include the on-site support related fees, including travelling expenses. If on-site support is required, Customer may consult and agree with us on the fees separately.
4.4 OceanBase does not provide legal or compliance advice. You are responsible for making your own assessment of whether your use of the Support Services meets applicable legal and regulatory requirements.
4.5 You are solely responsible for any content/information that you own or license from a third party and provide to OceanBase in connection with the Support Services. If you choose to provide access to such content to OceanBase, then you will ensure that you have adequate rights and permissions to do so.
4.6 As between you and us, we or our affiliates or licensors own and reserve all right, title, and interest in and to the content (including software, data, text, images, text, documents, code, scripts, templates, proofs of concept or other content) that OceanBase provides as part of the Support Services (“OceanBase Content”), and we grant you a limited, revocable, non-exclusive, non-sublicensable, non-transferrable license during your use of Support Services to copy and use such content solely for the purpose to use Support Services in accordance with the Policies. Except as provided in this section, you obtain no rights under the Policies from us or our licensors to the OceanBase Content and any related IP Rights. All licenses granted to you in the Policies are conditional on your continued compliance with the Policies, and will immediately and automatically terminate if you do not comply with any term or condition of the Policies.
4.7 OceanBase is not required to provide any third-party software, applications, libraries, data, tools, technology or other third-party content to you in provision of Support Services. You are solely responsible for (a) procuring all third-party content that you intend to access or use in connection with Support Services, and (b) your use of third-party content, and this includes any third-party content recommended by OceanBase.
4.8 You are solely responsible for testing, deploying, maintaining and supporting any content provided or recommended by OceanBase in your use of Support Services.
4.9 OceanBase may provide to you certain content (including software, data, text, images, text, documents, code, scripts, templates, proofs of concept or other content) developed for a specific project (“Developed Content”) and some Developed Content may include OceanBase Content or third-party content provided under a separate license. In the event of a conflict between Section 4.6 above and any separate license, the separate license will control with respect to such OceanBase content or third-party content.
4.10 OceanBase has no obligation to provide any Support Services: (i) for any software, hardware or other element in the Customer environment that are not provided by OceanBase; (ii) if you or a third party has altered or modified any portion of OceanBase Cloud Services; or (iii) if you have not used OceanBase Cloud Services in accordance with Documentation or instructions provided by OceanBase, including failure to follow implementation procedures.
4.11 Customer agrees that it shall not, and shall not permit any OceanBase consultants or representatives to, disclose, transmit, or provide OceanBase with access to any "personal data" or "personally identifiable information" (each as defined under any applicable data privacy law. OceanBase expressly disclaims any and all liability for any loss, corruption, or security breach of any such data.
4.12 Customer will not permit OceanBase to access to any of Customer’s production environments where software, applications, code, or other products are placed into live operation for their intended use by internal or external end users (“Production Environment”). You shall be solely responsible for all activities conducted in your environment. Without restricting the generality of the foregoing, you are solely responsible for (i) evaluating whether deliverables provided by OceanBase or solutions recommended by OceanBase are ready for deployment; and (ii) testing, deploying, operating, maintaining and assessing any modifications to your Production Environment. You are obligated to back up your data to ensure its security, OceanBase will not be responsible for any unauthorized or unlawful use, destruction, alteration or loss of data, information or software contained in Customer’s Production Environment. You agree to fully indemnify OceanBase against all the loss arising out of, related to, or caused by any claim brought by any third party (including but not limited to a government authority or a data subject) with respect to any breach of this Section 4.12 of the Policies by you.
4.13 OceanBase shall provide the Support Services in accordance with the applicable requirements specified in Section 2 above and in the relevant sections of the OceanBase Cloud Support Plans. OceanBase does not commit to a service level higher than that reflected in the aforementioned requirements.
4.14 You acknowledge and agree that OceanBase has the discretion to terminate the provision of any Support Services, without the obligation to provide any transitional services (unless otherwise agreed), upon the expiry of the services period or the occurrence of any services termination event as specified in the applicable OceanBase Cloud Support Plans, OceanBase Ticket System Terms of Use and/or the Agreement. You are solely responsible for implementing the necessary technical and organizational measures to ensure the normal functioning and security of your environment and the data processed therein.
4.15 The OceanBase Cloud Support Plans include recommended solutions to resolve Errors or Issues or other problems in connection with the use of OceanBase Cloud Services. YOU ACKNOWLEDGE AND AGREE THAT (I) SUCH RECOMMENDED SOLUTIONS ARE PROVIDED FOR YOUR REFERENCE ONLY, AND DOES NOT ENSURE SUCCESSFUL LAUNCH OF YOUR BUSINESS SYSTEMS ON OCEANBASE CLOUD SERVICES, (II) OCEANBASE DOES NOT MAKE ANY WARRANTS (EXPRESS OR IMPLIED IN FACT OR BY LAW) WITH REGARD TO THE MERCHANTABILITY, SATISFACTORY QUALITY, SUITABILITY/FITNESS FOR A PARTICULAR PURPOSE, DURABILITY, NON-INFRINGEMENT OR QUIET ENJOYMENT, ACCURACY OR ANY OTHER ASPECTS OF SUCH RECOMMENDED SOLUTIONS; AND (III) OCEANBASE HAS NO OBLIGATION TO IMPLEMENT ANY OF SUCH RECOMMENDED SOLUTIONS WHEN PROVIDING THE SUPPORT SERVICES.
4.16 OceanBase and its affiliates will handle any personal data relating to your personnel (“Personnel”) that is provided to OceanBase or its affiliates in connection with the provision of Support Services in accordance with the handling practices described in the OceanBase International Privacy Notice (available at https://en.oceanbase.com/legal/privacy). You consent, and will ensure that the Personnel to whom such personal data relates consent, to the collection, storage, use, disclosure and processing of personal data of the Personnel by OceanBase and its affiliates in accordance with the OceanBase International Privacy Notice for the purpose to provide the Support Services or to communicate with you and your Personnel. You will make the OceanBase International Privacy Notice available to any Personnel whose personal data you provide to OceanBase or its affiliates. You represent and warrant that it is entitled in accordance with applicable laws to provide such personal data to OceanBase and its affiliates. You acknowledge, and will ensure that the Personnel to whom such personal data relates are aware, that the personal data may be transferred to other countries outside your domicile or those individuals.
4.17 You shall be solely responsible for handling all requests from data subjects regarding their personal data arising during use of Support Services (including but not limited to access, correction, deletion, copying, or transfer of personal data) or any complaints. Upon receiving such a request from a data subject, OceanBase shall promptly forward the request to you. You shall issue written instructions without delay, and OceanBase will assist you in responding to such requests in accordance with your reasonable requirements and directions.
4.18 OceanBase will not be liable for any delay or failure to perform any obligation under the Policies where the delay or failure results from any cause beyond OceanBase's reasonable control, including without limitation, subject to applicable law, acts of God, labor disputes or other industrial disturbances, systemic electrical, telecommunications, or other utility failures, earthquake, storms or other elements of nature, blockages, embargoes, riots, acts or orders of government, acts of terrorism, or war.
