Support terms

What you will do: know what support you are entitled to and when to expect an answer.

These terms apply to every subscription and evaluation unless your agreement says otherwise.

Hours

Support is available Monday to Friday, 09:00 to 17:00.

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Requests received outside these hours are handled from the next support hour.

What is included

• Access to the support portal, the knowledge base and this documentation.
• Requests by email or ticket, from the portal or from Tickets in your workspace.
• A response within two business days of receiving a request.
• Help by phone, email or screen-sharing, as the case requires.
• Bug fixes and GA updates of the products, delivered through Downloads in your workspace and the changelog. See Upgrades.

What is not included

• Operating your deployment: installation, upgrades and backups are carried out by you, with support's guidance. For XPLG SaaS, operation is included.
• Custom development, integrations beyond the documented ones, and training beyond the documentation. These are available from XPLG and partners as services; contact sales as listed under Getting help.

Response and resolution

The response time is the time to a first substantive answer from a support engineer. Resolution depends on the issue; support keeps the ticket updated and tells you when a fix is in a release.

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Partners

Partners receive support for their own NFR deployments under the same terms, and can open tickets on behalf of the customers they manage from the Partner Hub.

Changes to these terms

Changes are announced to workspace owners ahead of time and take effect at your next renewal unless they only improve the terms.

Next: Get started

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