Support Terms

“Sonar Support” is a private communication channel between you (“Customer”) and SonarSource’s Support team, designed to provide guidance and resolve issues during the implementation and use of commercial editions of SonarQube, including any accompanying features or add-on services. SonarSource offers multiple tiers of Sonar Support (each tier a “Support Tier”).

These Support Terms are incorporated into and form part of the relevant SonarQube Server Terms and Conditions, SonarQube Cloud Terms of Service, Sonar Primary Agreement, or other negotiated custom agreement between Customer and SonarSource covering Customer's use of the Product or Service (“Agreement”). Capitalized terms used but not defined in these Support Terms shall have the meanings given in the applicable Agreement.

These Support Terms may be updated from time to time, and the most current version will be available online. Any changes will take effect upon posting and will apply to all subsequent use of Sonar Support.

1. Support

1.1. Scope. SonarSource shall provide Sonar Support in accordance with the Support Tier specified in your SonarSource Order, for the products in that Order. Support will not be provided for products not in the Order, such as Community Edition instances, free-tier services, trial subscriptions, or Preview Add-Ons, regardless of whether they are operated by the same legal entity. All Sonar Support communication is in English. All Sonar Support, including any Technical Advisory or Onboarding entitlements, are strictly advisory in nature and do not constitute ‘professional services’. They are limited to providing guidance, architectural recommendations, knowledge transfer, best practice planning, and roadmapping. They exclude activities such as direct ‘hands-on-keyboard’ implementation, custom code development, on-site consulting, project management, or any other activity typically classified as or provided through a billable professional services engagement. Any additional support purchased by Customer (such as dedicated onboarding or advanced technical advisory packages) will be provided as specified in the applicable Order.

1.2. Base Support. Customers in the Base Support Tier, or whose SonarSource Order does not specify a Support entitlement, are limited to read-only access to Sonar’s public documentation and community resources. No SLAs or ticket submission rights apply.

1.3. Paid Support Tiers and SLAs. For all paid Support Tiers (Core, Standard, Enterprise), SonarSource commits to the following initial response times based on the severity of the issue:

Tier	Support Availability	Blocker	Critical	Major	Minor
Core Tier	Business Hours (8x5)	2 Business Days	2 Business Days	2 Business Days	2 Business Days
Standard Tier	Business Days (24x5)	2 Clock Hours	4 Clock Hours	1 Business Day	1 Business Day
Enterprise Tier	24/7	1 Clock Hour	2 Clock Hours	12 Clock Hours	1 Business Day

Definitions: 

• Business Hours: 8:00 AM – 5:00 PM, excluding public holidays, in the local time zone of the SonarSource support region assigned to Your account (e.g., Central European Time for EMEA, Central Time for Americas, Singapore Time for APAC). 
• Business Days: Monday through Friday, excluding public holidays observed in the assigned support region. 
• Clock Hours: Standard 60-minute hours during the applicable Support Availability window for Your Support Tier. The SLA timer pauses outside of these designated availability hours and resumes when the next availability window begins. 
• 24/7: Available 24 hours a day, 7 days a week. 
• An initial response time does not mean the issue has been resolved. 
• Enterprise Tier Customers with a Blocker issue that requires immediate attention on a weekend should call the provided support phone number.

1.4. Tier Adjustments.

• Mandatory Upgrades. Support Tiers are linked to the edition and size of Your subscription (e.g., Lines of Code). If you upgrade Your subscription  during a Term such that You exceed the eligibility criteria for Your current Product Tier (as defined in the Agreement or Order), Your Support Tier will automatically be upgraded to the applicable level effective as of the subscription upgrade date. SonarSource will invoice You for the prorated difference in Support fees for the remainder of the term.
• Downgrades. You may not downgrade Your Support Tier during a Term. Downgrades to a lower Support Tier are permitted only at the time of renewal, provided that You meet the eligibility criteria for the lower tier. Requests to downgrade must be received in writing prior to the renewal date. 
• Co-termination. Support subscriptions must remain co-terminous with the applicable License. Any added or upgraded Support will be prorated to align with the License Term.

1.5. Additional Provisions. All tickets must be submitted via the SonarSource Support Portal. Any references to “Premium Support” in Agreements dated prior to March 3, 2026 will be deemed to refer to “Enterprise Tier support.” Enterprise Tier customers will receive a quarterly report via email summarizing all issues and SLAs.

2. Issue Severity Definitions

2.1. Classification of Authority. SonarSource’s Support team will categorize your ticket based on the following issue severity guidelines. SonarSource has sole discretion to modify the category of a ticket at any time and may lower the category after determining and mitigating the primary cause of an issue.

2.2. Definitions:

Severity	Impact	Examples
Blocker	Production outages with a major impact on business-critical operations.	SonarQube instance is down, unavailable, or unresponsive; All users in the organization are unable to login; All analysis is failing or background tasks are not processing; Production upgrade is halted or unresponsive.
Critical	A material degradation in responsiveness with important features or capabilities unavailable or extremely slow.	Sudden shutdown; restart worked but the system seems unstable; UI works fine but many analyses are failing or background tasks are piling up (but still processing); UI cannot be browsed efficiently; web navigation seems to suffer many errors and/or performance issues; Blocker scenario, but in a staging environment.
Major	Issues impact a limited subset of functionalities or users or a non-business critical environment.	A single user is unable to login; An analysis is failing on one or more projects, but not all;  Unstable system with tool crashes that don’t resolve after restart; License/subscription that is about to expire beyond the 14-day grace period; A secondary SonarQube environment is down or non-functional.
Minor	Product questions or enhancement requests.	Basic functional questions;  Suggestions for a capability request, or change, or improvement; Issues that may appear as real issues but are in fact known limitations.

3. Credits (Standard and Enterprise Tiers Only)

If you do not receive an initial response within the guaranteed SLA time for more than four tickets in a given calendar quarter (based on SonarSource’s fiscal year), you may be eligible for a credit. To honor the SLA, SonarSource will credit your account in an amount equal to 25% of your annual Sonar Support fee for the applicable tier. The SLA credit applies only to Enterprise Tiers.

The credit request must be submitted within 30 days after the end of the quarter in which the qualifying tickets occurred. For reference, SonarSource’s fiscal quarter end dates are March 31, June 30, September 30, and December 31. Credit requests will not be honored if the deadline has passed. Credits cannot be exchanged for cash, require all outstanding invoices to be paid, and expire upon termination of your agreement with SonarSource.

To request a credit, you must email supportcredits@sonarsource.com from an address associated with your account on SonarSource.com, with “Credit Request” in the subject line. Your request must include: 

• Customer Contact: Your name, email address, and company address. 
• Qualifying Tickets: The date of each qualifying ticket. 
• Ticket Numbers: The ticket number for each qualifying ticket.