Support and service-level agreement

Support response times. For an on-premises install an SLA is about response, not uptime — we do not run the system for you and will not claim availability for software running on your infrastructure.

Status: With counsel
Governing language: עברית
Version: not yet set

Provided during procurement

This document is negotiated per deal — licence scope, deployment environment, liability caps and governing law all differ between customers. So we do not publish a generic version: a text that is not the text anyone will sign is worth no more than its absence, and sometimes less.

We will send the full text to your procurement team or your counsel on request.

Request the document

What the document will cover

First-response times by severity, and the hours they apply.
How to open a ticket and how to escalate, to a named role.
Version support and end-of-life policy.
⚠ No uptime commitment. For an on-premises install the software runs on your infrastructure, and we will not commit to the availability of something we do not operate.