Support

Solace Technical Product Standard Support Plan Description
With the purchase by Customer of (a) any Solace Subscription Software, Hardware of Cloud Service, or (b) Solace Standard Support Services as a stand-alone Offering, for the Subscription Term set forth in the Order, Solace will deliver to Customer the Standard Support services as described below (the “Support”).​ 

If Customer does not have a signed agreement with Solace that contains terms that govern the delivery of Support Services, in addition to these terms and conditions, Solace provides the Support Services to Customer pursuant to the Master Supply Agreement set forth at https://solace.com/legal/msa/ (the “Agreement”). Capitalized terms not defined herein have the meanings given to them in the MSA or the applicable Offering Schedule.

1. Support Description

During the Subscription Term, Solace will provide the following Support for Solace Products (defined below) purchased from Solace.

2. Contact Options

Telephone

For Severity 1 and Severity 2 emergencies, call one of the following numbers:

• International: +1-613-270-8404
• USA/Canada: 1-866-765-2231
• Local support numbers can be found at https://solace.com/support/

Ticketing System

Customers log into the Solace support ticketing system at https://rt.solace.com/rt and raise a support ticket. Solace PubSub+ Cloud Customers can also raise support requests through the PubSub+ Console.

Email

Raise a support ticket by emailing support@solace.com for issues of Severity 3 and Enhancement requests.

3. Products

The term “Product” includes:

• API: Solace messaging application programming interface.
• SolOS: A software package of operating system, firmware and associated environment and executables that runs on the Solace PubSub+ Appliance.
• Solace PubSub+ Cloud: Solace PubSub+ Software Event Broker, Solace PubSub+ Event Portal and other components offered on a variety of public clouds, in Customer’s VPC or on-premises at Customer’s site.
• Solace PubSub+ Event Portal: Event management toolset to design, create, discover, catalog, share, visualize, secure and manage all the events in Customer’s enterprise.
• Solace PubSub+ Event Broker: A family of event broker products that is comprised of Solace PubSub+ Appliance and Solace PubSub+ Software Event Broker.
• Solace PubSub+ Software Event Broker: Software offerings of Solace PubSub+ Event Broker.
• Solace PubSub+ Appliance: Hardware offerings of Solace PubSub+ Event Broker. The appliance includes SolOS.
• Supporting Software Products: Solace also distributes supporting software products, including but not limited to, PubSub+ Cache and Solace Geneos Agent.

4. Definitions

The following terms will have the following meanings:
Business Day: Monday to Friday, other than statutory holidays.
Business Hours: 9:00 AM to 5:00 PM.
Enhancement: A non-binding request to Solace for a product improvement.
Hardware: The Solace PubSub+ appliance and any of its components that are field replaceable.
Production: Means Customer’s live business environment with active users.

Releases

• Early Access Release: Controlled availability software release intended for new feature introduction and integration. Support will be determined at Solace’s discretion.
• Regular Release: Generally available software release available for Production use. Full Support as defined below. Released up to eighteen (18) times per year.
• Long Term Support Release:Generally available software release intended for Production use. Full Support (as defined below). Released once per year in June.
• Maintenance Release: Generally available software release intended for Production use. Provides security fixes and urgent Product fixes for Long Term Support Releases. Each Maintenance Release is supported for the duration of the Long Term Support Production Release to which it pertains.

Response Time

•  Initial Response Time: The length of time between initial contact with Solace Support and response from a Solace Support engineer acknowledging receipt of the issue. For Severity 1 or Severity 2 issues, contact must be by telephone in order to measure Initial Response Time.

Severity

•  Severity 1 Issue: A critical error in a Production system. Customer’s service is down, or business operations are critically impacted. There is no known workaround.
• Severity 2 Issue: A system defect that is either a critical error for which a workaround exists or a non-critical error that significantly affects functionality of a Solace product.
• Severity 3 Issue: An isolated or benign error which does not significantly affect the functionality of a Solace product. It disables only certain non-essential functions and does not materially impact system performance.

Support

• Full Support: Qualified security errata and urgent selected bug fixes will be released as they become available. Qualified security errata include Critical and High Common Vulnerability and Exposures (CVEs) and Critical and Important Red Hat Security Advisories (RHSAs). Customers may Upgrade (as defined below) any release that is in Full Support to any newer release that is in Full Support. Customers have access to the Solace Support team.

Upgrade: Is a migration from one release to another later release. In the case of upgrading to a Maintenance Release, the initial Long Term support release to which the maintenance release is associated must also be more recent to be eligible for upgrade.

5. Support for New Features

New features introduced as part of a release may not be supported on all Solace PubSub+ Event Brokers and may require the purchase of additional software license(s) and may not be supported on all platforms.

6. Issue Escalation

If Customer believes their issue’s current severity level is inappropriate, Customer may request to increase it by contacting Solace Support. Escalations to Severity 1 or Severity 2 must be followed up with a telephone call to Solace Support to ensure a timely response.

7. Support Duration for Release Versions:

Solace PubSub+ Event Brokers

All Regular and Long Term Support Releases have Full Support for two (2) years.

Solace APIs

Releases of software Products other than those included within Solace PubSub+ and Solace APIs are supported for three (3) years from the date of their first General Availability release.

Supporting Software Products

Releases of software products other than those included within Solace PubSub+ and Solace APIs are supported for three years from the date of their first General Availability release.

Learn about Solace’s product lifecycle policy, and review milestones and phases from product introduction through end of Support.

8. Support Response Time

Solace Support’s highest priority is restoring Customer’s service. For Severity 1 and Severity 2 issues, for quickest response, Customer must contact Solace Support by telephone (at the numbers set forth above).

For a Severity 1 issue, emphasis is placed on re-activation of Customer’s Production system or elimination of the critical impact to Customer’s business operations by the fastest means available. Once neutralized, the issue’s severity will be reclassified as appropriate to Severity 2 or Severity 3.

Customer must promptly provide remote access to the affected Solace Products and make appropriate resources available to assist with issue investigation and neutralization. Use of a Web collaboration tool between Customer and Solace Support is an acceptable form of remote access.

9. Solace PubSub+ Appliances

In the event of a Hardware failure, a Return Material Authorization (RMA) must be issued by Solace Support before the Hardware will be replaced. Solace will supply functionally equivalent or better replacement Hardware which may be new or refurbished.

Rapid Hardware Repair Service

Rapid Hardware Repair Service, which includes on-site repair by Solace technicians and local hardware sparing, can be added to Customer’s Support Plan for an additional fee. Rapid Hardware Repair Service is described at https://solace.com/wp-content/uploads/2025/02/solace-rapid-hardware-repair-service.pdf.

Sparing

Spares for Customer’s Solace PubSub+ Appliance(s) or Hardware ship the next Business Day from Ottawa.

If Customer has purchased Rapid Hardware Repair Service, spares for Customer’s Solace PubSub+ Appliance or Hardware will be stored locally and delivered to Customer within eight (8) hours or as mutually agreed. Solace will also provide on-site repair for Customer’s Solace PubSub+ Appliances and Hardware.

Return Shipping

Customer is responsible for all aspects of returning failed Hardware to Solace, including packaging, coordinating shipment and risk of loss. Shipping costs will be covered by Solace.

Customer must ship failed Hardware to Solace no more than twenty (20) Business Days after Customer has received its replacement Hardware. If Customer does not ship the failed Hardware back within such time period, Customer will be billed for the replacement Hardware at Solace’s then-current list price.

If the Hardware is defective for reasons other than normal use, including damage in return shipping caused by insufficient packaging, Customer will be billed for the replacement Hardware at Solace’s then-current list price. If the Hardware is defective due to damage in shipping from Solace, any replacement Hardware will be provided to Customer free of charge.

Re-location of Appliances

Any damages to an appliance in transit is solely Customer’s responsibility.

On-Site Repair

If Customer has not purchased Rapid Hardware Repair Service, then Customer is responsible for the installation of any replacement Solace PubSub+ hardware.

10. Exclusions

Solace shall have no obligation to provide Support Services if a request is made because of: (a) Customer’s failure to maintain proper site or environmental conditions, (b) any fault of Customer or any User, including misconfiguration of components, improper use, or use that is not in accordance with the applicable Documentation, (c) any attempts at repairs, maintenance, or modifications to the Products performed by a person other than authorized service personnel of Solace, (d) the acts of third parties (unless authorized by Solace), (e) failure or interruption of any electrical power, telephone or communication line or like cause, (f) issues caused by third party software, hardware or services, including but not limited to web server and web browser software, plug-ins and integrations (unless authorized by Solace), or (g) use of unsupported Products.

11. Lapsed Support

Customer may reinstate lapsed Support Services for any currently-supported version of non-subscription Software or Hardware by paying all support fees in arrears. Notwithstanding the foregoing, to the extent Solace reasonably determines that reinstatement of Support Services would require non-standard assistance (e.g. as a result of issues excluded from the scope of the Standard Support Plan), such support will be considered Professional Services and subject to a mutually agreed upon Statement of Work.

12. Out-of-Scope Services

If Customer requires support that goes beyond what is described in this Support Plan, such services may be available for purchase from Solace pursuant to a separate Order or Statement of Work.

13. Service Revisions

Solace reserves the right to make minor updates or changes the Standard Support Plan from time to time, with or without prior notice, provided such changes, in Solace’s reasonable opinion, will not cause a detrimental impact to Customer.

Last updated: February 1, 2025