Last Updated: Nov 10, 2025
These Support Terms and Conditions (the “Agreement”) govern the delivery of Support Services by Massient, Inc. (“Massient”) to the customer identified in a Subscription (“Customer”). These terms accompany and operate alongside the MassTransit Commercial Software License Agreement (the “License Agreement”). Support Services are provided only for MassTransit v9 and later to customers with an active subscription.
DEFINITIONS
Customer means the person or entity purchasing Support Services from Massient or an authorized reseller under an active subscription license.
Developer means a developer authorized to use the Software.
Developer Support means the provision of virtual or email-based technical assistance by Massient to Customer’s technical contact(s) with respect to service requests, at the corresponding service level purchased by Customer.
Documentation means the official developer documentation for the Software generally made available to its customers, as may be updated as needed. Such Documentation identifies the specific product features and functionality of the Software and its related components.
General Support means the Support Services provided for a defined period from general availability of a Major Release. General Support includes bug and security fixes and developer support services.
Maintenance Services means the provision of Maintenance Releases, Minor Releases, and Major Releases (defined below), if any, to the Software, along with any corresponding Documentation.
Major Release means a generally available release of the Software that contains functional enhancements, extensions, and deprecations, denoted by incrementing the first number in the version (e.g., Software 9.0.0 to Software 10.0.0).
Minor Release means a general available release of the Software that introduces a limited amount of new features and functionality, denoted by incrementing the second number in the version (e.g., Software 9.0.0 to Software 9.1.0).
Maintenance Release means a generally available release of the Software that typically provides maintenance fixes only, denoted by incrementing the third number in the version (e.g., Software 9.0.0 to Software 9.0.1).
Service Level means the Support Services tier purchased by Customer.
Subscription Term means the period during which Customer maintains an active subscription license.
Service Request means an electronically written request for any Support Services by Customer.
Software means MassTransit v9 or later versions licensed under the License Agreement.
Support Services means General Support, Maintenance Services, Technical Guidance, and Developer Support.
Technical Guidance means the Support Services provided for an additional period following General Support. Support Services for products in the Technical Guidance period are available for customers with established applications to plan and complete upgrades to a current production version that is available within General Support, however, there will be no new Minor Releases or Maintenance Releases for products under Technical Guidance.
Third-Party Products means any software that (a) is produced by a party other than Massient and (b) has not been incorporated into the Software by Massient.
SERVICE TERMS
Active Subscription Requirement. Except as otherwise provided by Massient, Support Services are available only while Customer maintains an active subscription license. If the subscription expires, Support Services end immediately.
Provision of Support Services. Subject to the terms of this Agreement, Massient will, during the Subscription Term, provide Customer with Support Services at the applicable Service Level purchased.
End of Availability. Massient may, at its discretion, decide to retire Software and/or Support Services from time to time (“End of Availability”). Massient will post notice of End of Availability, including the last general commercial availability date of the affected Software and the timeline for discontinuing Support Services on Massient’s website. Massient will have no obligation to provide Support Services for Software that is outside the applicable Support Services life.
Exclusions.
Support Services do not cover problems caused by the following:
Accident; unusual physical, electrical, or electromagnetic stress; neglect; misuse; failure of electric power, air conditioning, or humidity control; operation of the Software not per the manufacturer’s specifications; or causes other than ordinary use;
Improper installation by Customer or use of the Software that deviates from any operating procedures as specified in the Documentation;
Third-Party Products, other than the interface of the Software with the Third-Party Products;
Modified Code;
Issues relating to Software offered as a Service (“SaaS”);
Any customized deliverables created by Massient specifically for Customer as part of consulting services;
Use of the Software with unsupported tools (e.g., Microsoft .NET SDK; Microsoft .NET Runtime), APIs, interfaces, or data formats other than those included with the Software and supported as outlined in the Documentation;
Any issue not covered by Technical Support. Customer may request assistance from Massient for such problems, for an additional fee.
If Massient suspects that a reported problem may be related to Modified Code, Massient, may, in its sole discretion:
Request that the Modified Code be removed; and/ or
Inform Customer that additional assistance may be obtained by Customer directly from various product discussion forums or by engaging Massient’s consulting services for an additional fee.
Massient is not obligated to provide any Updates or Upgrades (or otherwise perform Maintenance Services) to Customer if Customer has not paid the applicable Service Fees or if Customer is not in compliance with these Terms and Conditions.
Customer Responsibilities.
Massient’s obligations regarding Support Services are subject to the following:
Customer will promptly report to Massient all problems with the Software and will implement any corrective procedures provided by Massient reasonably promptly upon receipt of the request.
Customer will provide Massient with all information, access, and full good faith cooperation reasonably necessary to facilitate the provision of the Support Services. Customer will do anything identified in the relevant Order Form(s) or Statement(s) of Work as Customer’s responsibility. Customer’s failure or delay in its performance in any of the foregoing relieves Massient of its obligations under this Agreement to the extent that such obligations are dependent upon Customer’s performance.
Customer will provide Massient with a contact list (including name, email address, and phone number) of those individuals authorized to open Service Requests on Customer’s behalf. These authorized contacts must have the access and authority to modify any use of the Software as required by the nature of the Service Request.
Customer is solely responsible for the use of the Software by its personnel and will properly train its personnel in the use of the Software.
Customer is solely responsible for protecting and backing up the data and information stored on the computers on which the Software is used. Customer should confirm that the data and information are protected and backed up per any internal or regulatory requirements as applicable before contacting Massient for Technical Support. Massient is not responsible for lost data or information in the event of errors or other malfunction of the Software or computers on which the Software is used.
Customer is solely responsible for maintaining procedures external to the Software for reconstruction of lost or altered files, data, or programs to the extent that it deems necessary and for performing any such reconstruction.
Customer is responsible for obtaining and maintaining appropriate equipment and ancillary services needed to use the Software, including, without limitation, computers, computer operating systems, data storage, network devices, and developer tools.
SUPPORT SERVICES OFFERINGS AND FEES
Included with Subscription. Support Services are included as long as Customer maintains an active subscription license.
Non-Refundable. Fees are non-refundable, except as expressly stated in the License Agreement.
Suspension. Failure to renew or pay subscription fees results in immediate suspension of Support Services.
Support Services Notice. During any Subscription Term, Customer will be entitled to: (a) reasonable notice from Massient of the discontinuance of Support Services for a particular version of the Software; and (b) reasonable notice from Massient as to any material changes to the key features and functionality of the Software, provided that existing material functionality of the Software will not be removed in any subsequent Maintenance Release of the Software, unless made technically necessary by changes to the operating system.
TERM AND TERMINATION
Co-Termed with Subscription. Support Services begin on the subscription start date and end upon termination or expiration of the subscription.
Customer Termination. Customer may discontinue Support Services only by terminating the subscription.
Termination by Massient. Massient may terminate Support Services for:
Non-payment
Material breach of these terms
Misuse of the Software or violation of licensing terms.
Reinstatement. If Support Services lapse, reinstatement requires:
Renewal of the subscription
Payment of applicable fees for the new term.