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Bug Fix Warranty

The overall guidelines for our Bug Fix Warranty:

  • By mutual agreement, Umbraco agrees to provide a fix that corrects or mitigates the behavior introduced by the defect as per the actual support plan and the severity. The timelines apply to the active major version of Umbraco. For other supported majors, the patch will be made available later

  • The regression* must be reproducible**.

  • Bugs not related to security, stability or loss of data are not subject to the Bug Fix Warranty. However, if found relevant, Umbraco will try to resolve these bugs with the next official release.

  • The fix may require the customer to upgrade to the latest Umbraco release and may be provided as a patch, a manual update, or a full release based on the assessment by Umbraco.

  • The timeline starts from a regression is confirmed by Umbraco as reproducible and not by-design, and the bugfix-warranty customer in writing declares a desire to use it.

 

Umbraco Enterprise and Gold & Platinum Partners:

The Umbraco Enterprise plan and Gold & Platinum Partner agreements hold the following principles:

  • The Bug Fix Warranty applies to bugs identified as severity 1.

  • Umbraco agrees to provide a fix that corrects or mitigates the behavior introduced by the bug within 7 business days from the date the bug is confirmed by mutual agreement.

 

Custom Enterprise Agreement:

A Custom Enterprise Agreement plan varies, however, the Bug Fix Warranty covers all severity levels and could look like this:

  • Severity 1: Prototype/Test version available for evaluation – as soon as available, but not more than 5 business days. 

  • Severity 2: Within 14 business days from the date the regression* is confirmed by mutual agreement.

  • Severity 3: Enrolled in first available planned release – maximum 40 business days.

  • Severity 4: Enrolled in first available planned release – maximum 40 business days.

  • Severity 5: Not applicable as these requests are not related to any operational matter.

 

Definitions:

* A regression is defined as a feature previously working on the same major-version.
** Reproducible means clear steps to consistently reproduce from a clean install of the latest patch.