Support & Service Level Policy

Effective Version: 1.0.0

This policy sets out what support you are entitled to, how to raise an issue, and what we commit to. It forms part of the End User License Agreement.

1. Who Is Entitled to Support

Support is available to any Licensee whose subscription term is current, or whose annual Maintenance is current in the case of a Perpetual Licence. Evaluation licensees receive support for installation and configuration during the evaluation period.

2. How to Raise an Issue

Write to the support address published by the Licensor. The clock on our response commitment starts when your message arrives. To let us act on the first reply rather than the third, include:

Your licence key or the company it is registered to;
The hostname or node the issue affects, and the Software version it is running;
What you expected to happen and what happened instead;
The relevant log extract, and the exact text of any error;
Whether backups are currently running or currently failing — this is what determines severity.

3. Severity

Severity is set by operational impact, not by how the issue is described. We will tell you the severity we have assigned when we acknowledge, and we will raise it if you tell us we have it wrong.

P1 — Critical. Backups are not completing across the estate, a restore is failing during an actual recovery, or data integrity is at risk.
P2 — High. Backups are completing but degraded: one node or storage target failing, a schedule not firing, alerting not delivering, or a feature unusable with no workaround.
P3 — Normal. Questions, configuration assistance, cosmetic defects, documentation gaps, and feature requests.

4. Target Response Times Only — Zero Financial Penalties

All response windows, escalation targets, and communication milestones are non-binding operational targets only. Licensor provides technical support on a commercially reasonable efforts basis. NO RESOLUTION DEADLINES, FIXED REPAIR TIMES, SLA SERVICE CREDITS, FINANCIAL LIABILITIES, OR FEE REDUCTIONS ARE PROVIDED under any circumstances for missed target response times or delayed defect remediation.

P1 — Critical: Targeted acknowledgment within 4 business hours. Investigation initiated with commercially reasonable diligence.
P2 — High: Targeted acknowledgment within 1 business day. Fix scheduled for upcoming regular maintenance build.
P3 — Normal: Targeted acknowledgment within 3 business days. General inquiries and cosmetic feedback.

"Acknowledged" means a reply from technical personnel who have reviewed the submission — not an automated auto-responder.

5. How Fixes Reach You

Where a defect requires a code change, the fix is delivered as a new build through the standard release channel, and your installation is offered the update automatically. A fix for a P1 defect may be published as an out-of-band release rather than waiting for the next scheduled one.

You must be on a supported version to receive a fix. Where an issue is already remedied in a release you have not yet applied, the resolution is to apply it.

6. Support Hours

Monday to Friday, 09:30 to 18:30 IST, excluding public holidays observed at the Licensor's place of business. A business day is any such day; business hours accrue only within those windows. An issue raised at 17:00 on a Friday with a 4 business hour response therefore carries a commitment to reply by 11:30 on the following Monday.

7. Zero Uptime Warranty for Customer Infrastructure

The Software runs entirely on the Licensee's own on-premise, virtualized, or cloud infrastructure. The Licensor does not operate, host, or manage the Licensee's database engines, servers, storage repositories, or networks, and accordingly provides ZERO availability, performance, or uptime warranties in respect thereof.

For the Licensor's online license validation and update portal, the Licensor targets 99.5% availability, excluding scheduled maintenance. License nodes maintain cryptographic offline entitlement certificates so that brief network interruptions or licensing portal maintenance windows do not disrupt running backup or restore jobs.

8. What Is Outside Support

Support covers the Software. It does not extend to:

Your database servers, their tuning, schema design, or the correctness of the data within them;
Your operating systems, networks, firewalls, or host security;
Outages, throttling, permission errors or billing issues at third-party storage providers (AWS S3, Azure Blob, Google Cloud Storage, SFTP and FTP hosts);
Recovery of backup payloads whose encryption keys have been lost — these are unrecoverable by design and we hold no escrow;
Modified, repackaged, or reverse-engineered builds of the Software;
Versions no longer supported, where the issue is remedied in a current release.

9. Escalation

If a response commitment in Section 4 is missed, or you are not satisfied with progress, reply on the existing thread asking for escalation. An escalation is reviewed by the Licensor directly and is answered within one business day.

10. Changes to This Policy

This policy may be revised from time to time. A revision does not reduce a commitment during a term already paid for. Where a separate service level agreement has been signed between the parties, that agreement prevails over this policy.

Support & Service Levels