(Updated as of June 5, 2026)
These OceanBase Cloud Support Plans and Policies (the "Policies") serve as an addendum to the OceanBase Cloud Services Agreement available at https://en.oceanbase.com/legal/service-agreement or any other agreement between you and OceanBase governing the use of the OceanBase Cloud Services (the "Agreement"). The Policies are incorporated into the terms of the Agreement and form part of the Agreement with respect to your use of the OceanBase Cloud Services and the associated Support Services (defined below). The Policies describe the support levels and processes applicable to the Support Services. In the event of any conflict between the Policies and the Agreement, the terms of the Policies shall prevail with respect to the Support Services. The Policies take effect when you click an "I Accept" button or check box presented with these terms or, if earlier, when you use any of the Support Services. You represent and warrant to OceanBase that you are lawfully able to enter into contracts. If you are entering into the Policies on behalf of an entity, such as the company you work for, you represent and warrant to OceanBase that you have legal authority to bind that entity.
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 meanings provided in the Agreement.
1.1 "Business Hours" means 9:00 a.m. to 6:00 p.m., Monday through Friday (excluding public holidays), local time in your selected Primary Time Zone.
1.2 "Error" means a reproducible failure of the 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 or levels of Support Services listed in Section 2 of the Policies.
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 or S1 (Urgent) refers to a complete loss of Production Environment functionality.
Severity Level 2 or S2 (High) refers to an Error or Issue with a high impact on operations in your Production Environment, or an Error or Issue occurring in your non-production environment that prevents the scheduled go-live of your Production Environment in total.
Severity Level 3 or S3 (Medium) refers to a non-critical Error or Issue in your Production Environment or non-production environment.
Severity Level 4 or S4 (Low) refers to an Issue that has a 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 Customers who 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 Services based on your requirements for response times and service offerings.
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. Except for the Developer level, please contact OceanBase sales before placing an order.
Table 1 - Support Plans Overview
The table below outlines the different levels of the Advanced Customer Services that you may subscribe to under the OceanBase Cloud Support Plans.
Table 2 – Service Level for Advanced Customer Services
2.2 Global Support Services
When using the Global Support Services, you shall submit a ticket via OceanBase’s online Ticket System for assistance or contact OceanBase via a supported instant message tool, and the OceanBase Ticket System Terms of Use shall apply during your use of OceanBase’s online Ticket System and the Global Support Services. The OceanBase Ticket System Terms of Use will prevail in case of any conflict with the Policies.
2.2.1 OceanBase’s assigned technical engineer will respond to your enquiries during Business Hours or on a 24 × 7 response basis for Severity Levels of S2 or above.
2.2.2 The Initial Response Time only applies to the ticket cases submitted by you via OceanBase’s online Ticket System. You acknowledge and agree that the Initial Response Time sets the time limit within which OceanBase shall acknowledge receipt of your service ticket and provide preliminary responses. This does not apply to the actual time it takes OceanBase to provide a complete diagnosis or a 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 of the categories 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 of the categories of the Support Services:
2.4.1 After you purchase 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 8×5 Business Hours in your selected Primary Time Zone.
2.4.2 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; and
(f) Providing guidelines and advice on OceanBase Support Services’ processes and features.
2.5 Training Services
The following table outlines the detailed service items and content of the Training Services, which is one of the categories 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 pay the fees for the Support Services in accordance with Section 5 (Fees and Payment) of the Agreement.
3.2 All payments for the Support Services shall be non-refundable. All amounts payable under the Policies for the Support Services shall 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.
3.3 You agree to remain enrolled in the Support Plan for at least six (6) months, or such other period as specified on the subscription page when you elect to add the Support Plan to your organization (the "Minimum Enrollment Period"). If the selected Support Plan is terminated before the expiration of the Minimum Enrollment Period for any reason not attributable to OceanBase, you shall, upon OceanBase’s request, pay the applicable Support Services fees for the full Minimum Enrollment Period. Notwithstanding the foregoing, you may change the level of your Support Plan (whether by upgrade or downgrade) during any given month, provided that during the Minimum Enrollment Period you may upgrade, but not downgrade, your Support Plan. In the event of such change, OceanBase will bill the Support Services fees based on the updated Support Plan level.
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 detail; (ii) access to personnel, documentation, systems and facilities as necessary for OceanBase to provide the Support Services; (iii) any additional information reasonably requested by OceanBase for the provision of the Support Services; and (iv) reasonable cooperation in the diagnosis and resolution of any Issues or 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 information provided to OceanBase in connection with the provision and use of the Support Services is authentic, valid, and accurate.
4.2 The Support Services (except for the Training Services) are only available in English.
4.3 All the Support Services are provided remotely, and the service fees paid by you do not include any fees or expenses related to on-site support, including travel expenses. If on-site support is required, you may consult with OceanBase and agree 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 or 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 OceanBase with access to such content or information, you represent and warrant that you have obtained all necessary rights, consents, and permissions to do so.
4.6 As between you and OceanBase, OceanBase or its affiliates or licensors own and reserve all right, title, and interest in and to the content (including software, data, text, images, documents, code, scripts, templates, proofs of concept or other content) that OceanBase provides as part of the Support Services (“OceanBase Content”), and OceanBase grants you a limited, revocable, non-exclusive, non-sublicensable, and non-transferable license during your use of the Support Services to copy and use the OceanBase Content solely for the purpose of using the Support Services in accordance with the Policies. Except as provided in this section, you obtain no rights, title, or interest under the Policies from OceanBase or its licensors in or to the OceanBase Content or 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 obligated to provide any third-party software, applications, libraries, data, tools, technology, or other third-party content to you in the provision of the Support Services. You are solely responsible for (a) procuring all third-party content that you intend to access or use in connection with the Support Services, and (b) your access to and use of such third-party content, including 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 the Support Services.
4.9 OceanBase may provide you with certain content (including software, data, text, images, 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 prevail 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 your environment that is not provided by OceanBase; (ii) if you or a third party has altered or modified any portion of the OceanBase Cloud Services; or (iii) if you have not used the OceanBase Cloud Services in accordance with Documentation or instructions provided by OceanBase, including failure to follow implementation procedures.
4.11 You agree that you shall not, and shall not permit any of your representatives to disclose, transmit, or otherwise provide OceanBase with access to any Customer Personal Data (as defined in the OceanBase Data Processing Addendum available at https://en.oceanbase.com/legal/data-processing-addendum). OceanBase expressly disclaims any and all liability for any loss, corruption, or security breach of any such Customer Personal Data.
4.12 You will not permit OceanBase to access any of your production environment 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 your Production Environment. You agree to fully indemnify OceanBase against all losses 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 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 of the Support Services, without the obligation to provide any transitional services (unless otherwise agreed), upon the expiry of the service period or the occurrence of any services termination event as specified in the applicable OceanBase Cloud Support Plans, the 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 Support Services are provided “as is”. OceanBase makes no representations or warranties of any kind, whether express, implied, statutory, or otherwise, regarding the Support Services. The OceanBase Cloud Support Plans may include recommended solutions to resolve Errors, Issues, or other problems in connection with the use of the OceanBase Cloud Services. YOU ACKNOWLEDGE AND AGREE THAT (I) SUCH RECOMMENDED SOLUTIONS ARE PROVIDED FOR YOUR REFERENCE ONLY AND DO NOT ENSURE SUCCESSFUL LAUNCH OF YOUR BUSINESS SYSTEMS ON THE OCEANBASE CLOUD SERVICES; (II) OCEANBASE DOES NOT MAKE ANY WARRANTIES (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 employees (“Personnel”) that is provided to OceanBase or its affiliates in connection with the provision of the Support Services in accordance with the 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 have consented to the collection, storage, use, disclosure and processing of such personal data by OceanBase and its affiliates in accordance with the OceanBase International Privacy Notice for the purposes of providing the Support Services and communicating 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 you are 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 such personal data may be transferred to other countries outside your domicile or the domicile of such Personnel.
4.17 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 and subject to applicable law, acts of God, labor disputes or other industrial disturbances, systemic electrical, telecommunications, or other utility failures, earthquakes, storms or other elements of nature, blockages, embargoes, riots, acts or orders of government, acts of terrorism, or war.
4.18 OceanBase may modify the Policies at any time by posting a revised version on the Site or by otherwise notifying you in accordance with Section 14.5 of the Agreement. By continuing to use the Support Services after the effective date of any modifications to the Policies, you agree to be bound by such modified terms.
Prior Version