TDengine Software Support Policy

Last Updated: July 24, 2025

This TDengine Software Support Policy (“Policy”) is incorporated into and forms a part of the agreement between you and TDengine with respect to your use of the Software (“Agreement”). This Policy describes TDengine’s support policies applicable to Customer reported Issues and Errors in the Software.

Subject to Customer’s payment of the applicable Fees and Customer’s compliance with the Agreement, TDengine will provide the following Support Services with respect to the Software and Subscription Services:

1. 1. TDengine shall perform all Support Services remotely unless otherwise arranged in a Statement of Work.

   2. TDengine provides service support at different levels:

      • 5X8 support service (eight hours a day, five days a week）

      • 7X24 support service (twenty-four hours a day, seven days a week）

   3. Submitting Support Requests

      1. Customer may submit support requests by emailing support@tdengine.com.

      2. When the customer reports a support requests during the service hours, TDengine shall provide a remote response within 2 hours.

   4. Customer Responsibilities

      Customer will (i) provide TDengine, at its request, with reasonable access to appropriate personnel, network resources, and maintenance logs and (ii) comply with TDengine’s instructions regarding the use of and/or access to the Software or Subscription Services as the case may be. TDengine’s assistance with resolution of issues is dependent on Customer’s cooperation and assistance.

      Major Release

      Major Releases (X.y.z) are vehicles for delivering major and minor feature development and enhancements to existing features. They incorporate all applicable error corrections made in prior Major Releases, Minor Releases, and Maintenance Releases.

      Minor Release

      Minor Releases (x.Y.z) are vehicles for delivering minor feature developments, enhancements to existing features, and error corrections. They incorporate all applicable error corrections made in prior Minor Releases and Maintenance Releases.

      Maintenance Release

      Maintenance Releases (x.y.Z) are vehicles for delivering error corrections that are severely affecting a number of customers and cannot wait for the next Major Release or Minor Release. They incorporate all applicable error corrections made in prior Maintenance Releases. There is no predefined schedule for Maintenance Releases, these are released as needed based on customer feedback and outstanding errors.

      Any other fourth digit or beyond numbering may constitute special releases to address specific customer issues and will be delivered by exception only. It is the expectation that any fourth digit releases will be retired in a timely manner by the customer once the issue has been addressed within a standard release.

      1. TDengine will provide Support Services for the current Minor Release (x.Y) of the Software and the immediately preceding Minor Release (x.Y) of the Software, inclusive of all Maintenance Releases (x.y.Z) included in the respective Minor Release. (By way of example only, TDengine releases 1.8 (Major release version 1, Minor release version 8) and several maintenance releases thereafter (1.8.1, 1.8.2 and so forth). TDengine then releases a new Minor Release, 1.9 (Major release version 1, Minor release version 9) and several maintenance releases thereafter (1.9.1, 1.9.2 and so forth). In this example, TDengine would provide Support Services for 1.8 and 1.9 and all of its respective maintenance releases).

      2. In the event TDengine releases a Major Release (X.y), TDengine will provide Support Services for the current Major Release (X.y) of the Software and the immediately preceding Minor Release (x.Y) of the Software, inclusive of all Maintenance Releases (x.y.Z) included in the respective Minor Release for at least 12 months from the TDengine general availability of the Major Release. (By way of example only, TDengine releases 2.0 (Major release version 2, Minor release version 0) and several maintenance releases thereafter (2.0.1, 2.0.2 and so forth). In this example, TDengine would provide Support Services not only for 2.0 and its maintenance releases, but also 1.9 and all of its respective maintenance releases for at least 12 months from the TDengine general availability of 2.0).

2. TDengine shall not be obligated to provide Support Services for the Software in the following circumstances: (a) any use of a version of the Software other than the current version or the immediately preceding version provided by TDengine as further described in Section 2.4(b) and 2.4(c) above (b) any use of the Software in a computing environment that does not meet the system requirements and security requirements set forth in the Documentation, including hardware and operating system requirements (c) any issues arising from the failure of the Software to interoperate with any other software, except to the extent that such interoperability is mandated in the applicable Documentation (d) any violation of the terms of the Agreement (e) damage caused by Customer’s misuse, abuse, negligence, or accidents, or any factors beyond TDengine’s control (f) any defect or nonconformance that is not reproducible by TDengine.

3. Support Limitations.

   TDengine has no obligation to provide any Support: (i) for any software, hardware or other element of the Customer environment not provided by TDengine; (ii) if Customer or a third party has altered or modified any portion of the Software; (iii) if Customer has not used the Software in accordance with Documentation or instructions provided by TDengine, including failure to follow implementation procedures; (iv) if Customer is running a version of the Software that has passed its end of life date; or (v) for Beta Offerings.