Product Support Details for HashiCorp Legacy
Product List
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Contact Information
HashiCorp is an IBM Company
The Support Terms on this page apply to customers who are on a Legacy HashiCorp service agreement.
HashiCorp invites customers to contact us through the IBM Support portal at https://www.ibm.com/mysupport
Severity Definitions
The following definitions of Severity should be used when opening tickets:
| Severity | Definition |
|---|---|
| Severity 1 (Urgent) | Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility and is in a production system (i.e., non-production systems are excluded), there is no workaround, and it affects a customer’s ability to perform its business. |
| Severity 2 (High) | Any error reported by customer where the majority of the users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is affecting revenue. |
| Severity 3 (Normal) | Any error reported by customer where the majority of the users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is NOT affecting revenue. |
| Severity 4 (Low) | Any error reported by customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact. |
Response and resolution times are based on your Service Level Objectives (SLO) with HashiCorp an IBM Company.
We will make reasonable efforts to adhere to the response and resolution times for issues within the scope of our own software.
We will make reasonable efforts to adhere to the response and resolution times for issues within the scope of our own software.
Reference: HashiCorp Severity Definitions
Enterprise Support
Service Level Objectives (SLO)
Service Level Objectives (SLO)
| Bronze | Silver | Gold | Platinum | ||
Hours of Availability | N/A | 9-5 Monday - Friday US Pacific Time European Central Time Australia Eastern Time India Standard Time | 24 X 7 (Sev-1 Urgent) | 24 X 7 (Sev-1, Sev-2 Urgent) | |
| Severity 1: Urgent | First Response | N/A | 4 business hours* | 60 minutes | 30 minutes |
| Update Frequency | N/A | 8 business hours* | 4 hours | 4 hours | |
| Severity 2: High | First Response | N/A | 8 business hours | 4 business hours | 4 hours |
| Update Frequency | N/A | 2 business days | 8 business hours | 12 hours | |
| Severity 3: Normal | First Response | N/A | 24 business hours | 8 business hours | 8 business hours |
| Update Frequency | N/A | 5 business days | 3 business days | 3 business days | |
| Severity 4: Low | First Response | 24 business hours | 24 business hours | 24 business hours | 24 business hours |
| Update Frequency | Reasonable best effort | Reasonable best effort | Reasonable best effort | Reasonable best effort | |
| Technical contacts allowed | 2 | 3 | 4 | 6 |
* Clock hours for HCP Cluster down and TFC Stuck Runs
Reference: HashiCorp Enterprise Support
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Document Information
Modified date:
02 April 2026
Document Number
ibm17241721