Terms & Policies

Chainguard Products - Support Policy

This Chainguard Support Policy (“Support Policy”) describes the current practices of Chainguard, Inc. (“Chainguard”) with regard to its provision of support services for customers pursuant to an Order entered into by and between Chainguard and the customer identified on such Order (“Customer”), governed by the separate and binding agreement in effect between the parties for the provision of Chainguard’s products and services to Customer, or if no such agreement is in effect,  Chainguard’s online Master Services and License Agreement (as applicable, the“Agreement”).

Capitalized terms used, but not defined in this Support Policy have the meanings ascribed in the Agreement. As used herein, “Annum” means each twelve-month consecutive subscription period of an Order.

Chainguard offers 3 support services options available in “Digital” “Standard” and “Advanced” tiers. Digital Support Services are offered at no additional cost to Customer, with the purchase of Chainguard’s Products known as Chainguard Containers and include the features described in this Support Policy.  Each of Standard and Advanced Support Services may be selected and purchased by Customer under an Order as further set forth herein. Both options include Digital Support Services plus enhanced support features such as 24x5 or 24x7 support availability respectively, accelerated response times, unlimited support-request entitled users, and other features described in this Support Policy.

1. Definitions

1.1. “Error” means any reproducible failure of the Products to perform a material function as set forth in the published guides made available by Chainguard from time to time.

1.2. “Update” means either a minor release, a maintenance release or a patch release, as identified by Chainguard.

1.3. “Upgrade” means a major release, as identified by Chainguard.

2. Request for Support. All support requests by Customer must be either be; (i) logged via the customer support portal located at support.chainguard.dev, or (ii) emailed to Chainguard at support@chainguard.dev.

3. Scope of Support. During the applicable subscription period of an Order for the affected Products, Chainguard will, with respect to any support requests relating thereto:

3.1. Answer Customer questions regarding the operation of the Products;

3.2. Respond to reports of common vulnerabilities and exposures in Chainguard Containers;

3.3. Provide assistance to Customer with respect to Errors. Chainguard may address Errors through workarounds or defect corrections. Defect corrections may be addressed through Updates or Upgrades, and in such  case, Chainguard has no obligation to fix the applicable Error(s); and

3.4. Use commercially reasonable efforts to respond to each support request, as set forth in this Section 3, during the applicable “Support Engineering Availability” timeframes indicated below, and in accordance with the severity levels and Target First Response Times (as defined below) set forth in Sections 4 and 5 below. All Target First Response Times shall commence at the beginning of the next business day for support requests that are logged during non-business hours.

4. Severity Level Determination. All support requests made via the customer support portal by Customer must identify the severity level in accordance with the definitions ascribed thereto in the table below. Support requests initiated by email will be categorized as P2 - Medium severity. Critical and High requests must be created using the customer support portal. Final allocation of the designated severity level will be assigned by Chainguard in good faith cooperation with Customer provided that if Chainguard and Customer cannot reach a joint determination despite such good faith cooperation, Chainguard’s reasonable determination will apply.

Severity Level Definitions:

5. Target First Response Times:

Chainguard will use commercially reasonable measures to provide the following targeted initial response time entitlements (each a “Target First Response Time”) for Digital, Standard and Advanced Support Services, respectively.

* Local timezone is determined by the billing address on the applicable Order.

6. Exclusions. Chainguard will have no support obligations under any of the following conditions:

6.1. The relevant Product is not used for its intended purpose; 

6.2. The Error is caused by Customer’s or a third party’s software or equipment; 

6.3. Modifications, alterations, or repairs to the Product made by a party other than Chainguard; or

6.4. The version of the Product on which the Error has purportedly occurred is a version not supported by Chainguard.

Customer acknowledges and agrees that the scope of support set forth herein is expressly limited to the support detailed in this Support Policy, and that all other configuration, ongoing support, or consulting services, are outside the scope of this Support Policy.

7. Responsibilities. Chainguard’s Support obligations are conditioned upon the following:

7.1. Customer sends Chainguard a written request for support, which includes evidence of any reported Error;

7.2. Participation of knowledgeable Customer representatives that provide accurate and detailed information sufficient for Chainguard to reproduce the reported error;

7.3. The Error can be reproduced or reasonably confirmed by Chainguard;

7.4. Customer’s responds to Chainguard support communications in a timely manner; 

7.5. Any materials shared by Chainguard that Chainguard makes available to similarly situated customers (by way of example only, training materials, help center articles, etc.) are intended for illustrative purposes only, and Customer is solely responsible for the use, performance, maintenance, and risks associated with any such materials;

7.6. Support is provided remotely via videoconferencing as needed or via Chainguard’s support portal; and

7.7. For Advanced Support Services,  Customer must provide Chainguard thirty (30) days prior written notice before each MSS event.

8. Timeline

Support Services provided hereunder commence as of the subscription start date set forth in the applicable Order and conclude upon termination or expiration of the applicable subscription period under such Order. Unused Support Services under a terminated or expired Order are null and void and ineligible for use under any other Order(s). Customer acknowledges and agrees that Chainguard’s ability to perform Support Services depends upon Customer’s timely cooperation and collaborative participation at all times.

9. Support Services Fee

The fee for Standard or Advanced Support Services shall be as set forth in the applicable Order. In the event of a material change in scope that impacts such fee, the parties shall amend the Order with respect thereto.

10. Custom Assembly.  Chainguard offers a tool that allows Customers to create customized container images with extra packages added (“Custom Assembly”). Customers may send inquiries or request Chainguard support in connection with Custom Assembly images by making a request in accordance with Section 2 (Request for Support), in which case, Chainguard will make commercially reasonable efforts to troubleshoot the applicable issue, provided that Customer acknowledges that Chainguard may not be able to fix the issue caused by or arising from any such customization.

10.1. Custom Assembly for FIPS.  Customer may use Custom Assembly with the Products known as FIPS Images. While FIPS Images are intended to function in accordance with Chainguard’s FIPS Commitment, Customer understands that some uses may result in FIPS Image packages no longer being compliant with FIPS requirements (“FIPS Concerns”).  By way of example, openjdk-fips image customized with the openssl packages, may clash with and break originally tested FIPS Image functionality.

10.2. Functionality Disclaimer.  Customer agrees that its use of Custom Assembly shall be at Customer’s own risk.  Chainguard does not warrant, guarantee, or commit to the features, functionality, or performance of any images built or assembled by Customer through the use of Custom Assembly or otherwise.  Chainguard specifically disclaims any representation or warranty as to the accuracy, completeness, usefulness, or reliability of any images assembled via Custom Assembly.

11.  Language and Normal Business Hours. All support under this Support Policy will be provided in the English language and except where expressly indicated otherwise, during the times and timezones set forth below. The parties confirm that they have requested that this Support Policy and all related documents be drafted in English at the express wishes of the parties.

12. Order of Precedence

In the event of any conflict between the terms of this Support Policy, the Agreement, and the applicable Order Form, the following order of precedence shall govern: (i) first, this Support Policy (only with respect to the subject matter hereof); (ii) second, the Agreement; and (iii) third, the applicable Order Form (unless the the applicable Order clearly specifies that it modifies the Agreement or this Support Policy, as the case may be). Chainguard reserves the right to update this Support Policy from time to time, but only to the extent that the update does not materially and adversely diminish the Customer’s rights to support as provided as of the date of the applicable Order.

Version 20250904