Support Policy
SLA
This Support Policy, in connection with the Source Defense (“Company”) product, is an integral part of and subject to the Software as a Service (SaaS) Agreement to which this policy is attached (the “Agreement”). Company provides Support Services to the Services under the terms of this Support Policy as long as the Agreement is in effect. “Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training or consulting.
Supported Software
Company provides Support Services only to subscriptions of the Software, as defined under the Agreement (the “Supported Software”).
Technical Contacts
Support may be initiated and managed only by your Technical Contacts. “Technical Contacts” are named individuals who are responsible for administration of the Supported Software within your organization.
Informational Support
Company will provide reasonable product and technical support to address questions concerning the use of the Supported Software. Technical Contacts may initiate Support Services by sending an email to support@sourcedefense.com. Support is provided in the English language only.
Software Upgrades
As part of the Support Services and at no additional subscription fee, Company will provide you with all new versions of the Supported Software that it generally releases (at its sole discretion), including, to the extent such are available, all updates of existing functionalities and bug fixes. All such new versions are provided subject to the terms of the Agreement. Support does not include any item that Company offers separately from the Supported Software or that Company makes available for an additional fee.
Issue Resolution
Subject to the provisions of this Support Policy, Company will make commercially reasonable efforts to resolve any Issues submitted by your Technical Contacts. Such efforts may include helping with diagnosis, suggesting workarounds, providing patches, or making a change to the Supported Software in a new release. An “Issue” is a material and verifiable failure of the Supported Software to conform to its documentation.
Support Services will not be provided for:
- Use of the Supported Software in a manner inconsistent with the applicable documentation.
- Modifications to the Supported Software not provided by or approved in writing by Company.
- Use of the Supported Software with products or software not provided or approved in writing by Company.
Service Levels
When a Technical Contact submits an Issue, Company will reasonably assess its priority according to the appropriate priority levels and Subscription type, as defined below. Company will confirm the priority level with you and will resolve any disagreement regarding the priority as soon as is reasonably practical.
Support Activity and Channels
| Support Activity | Basic | Standard | Premium |
|---|---|---|---|
| Hours of operation | 10:00 am – 5:00 pm EST | 9:00 am – 6:00 pm EST | 24×7 |
| Support channel | Email, phone | ||
| Number of tickets | Unlimited | Unlimited | Unlimited |
Premium Support Response and Resolve Times
| Urgency | Response Time | Resolve Time |
|---|---|---|
| Critical | 1 hour | 8 hours |
| High | 4 hours | 24 hours |
| Normal | 8 hours | 48 hours |
| Low | 24 hours | 72 hours |
Standard Support Response and Resolve Times
| Urgency | Response Time | Resolve Time |
|---|---|---|
| Critical | 1 hour | 12 hours |
| High | 4 hours | 24 hours |
| Normal | 24 hours | 72 hours |
| Low | 48 hours | 72 hours |
Basic Support Response and Resolve Times
| Urgency | Response Time | Resolve Time |
|---|---|---|
| Critical | 8 hours | 24 hours |
| High | 24 hours | 48 hours |
| Normal | 7 days | 7 days |
| Low | 14 days | 14 days |
Urgency Definitions
Critical is a catastrophic problem in your production systems that stops your essential operations. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely.
High is a high-impact problem in your production systems that disrupts essential operations in a limited area of your operations, while still allowing site functions.
Normal is a lower-impact problem on a production or non-production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality that does not prevent your continued essential operations.
Low is a general usage question. It also includes recommendations or requests for new products or features and requests for enhancements or modifications. There is no impact on the quality, performance, or functionality of the product in a production or non-production system.
Your Responsibilities
You will provide Company with data, process information, online access to the Supported Software, supporting analysis, and access to your Technical Contact as reasonably required to allow Company to resolve reported Issues. You are responsible for the adequate duplication and documentation of all of your files and data for backup purposes.
How to Escalate a Support Issue
If you encounter a critical technical issue on your production system, or you are not satisfied with the response or resolution provided by our Support Services, you may use one of the following escalation paths to have your concerns addressed:
- For support issues where the business impact has changed or was not correctly stated initially, request to have the priority of the ticket raised according to the service level definitions above.
- For an existing issue that has become critical in nature (for example, where your production system is down or inaccessible), or if you are dissatisfied with the Company response or resolution, follow the
procedure below.
- Verify that the support ticket is up to date and that all requested information and files have been provided, including a specific request for escalation.
- Call our support phone number and ask to speak with a support engineer. The phone number can be obtained from your sales account manager. You will be asked for the company name, Technical Contact details, ticket number, and reason for the escalation. If a support engineer is not available, an operator will take the information and generate an urgent support request.
End of Life Policy
Our Support Services cover (a) the current Major Release and the two prior Major Releases, (b) each Major Release for at least 12 months after its general release, and (c) all Minor Releases under a supported Major Release. If none of these conditions are met, then the Supported Software has reached its End of Life (“EOL”).
“Major Release” means a new version of the Supported Software made generally available by Company with substantial improvements and bug fixes, represented by a change in the number to the left or right of the first decimal point (for example, a version change from 1.1.0 to 2.1.0 or from 1.1.0 to 1.2.0).
“Minor Release” means a version change represented by a change in the number to the right of the last decimal point. For example, if a Major Release were made available on January 1, 2000, then it would be supported until January 1, 2001, even if multiple Major Releases are made available in that period. Similarly, if only two Major Releases are made available over a two-year period, then both will be supported throughout that period.
The Supported Software will reach its End of Service Life (“EOSL”) six months after the EOL. Until the EOSL (and provided you have a current subscription to Support), if you have identified a defect in a Major Release that has reached EOL, Company will evaluate fixing the defect in a release that has not reached EOL. After the EOSL, Company will not support, in any way, a Major Release and any Minor Releases of that Major Release.
Support for other versions of the Supported Software is not provided under this Support Policy. Support only covers use of the Supported Software on the platform or operating system versions that are specified by Company. Support does not cover use of the Supported Software on platforms or operating systems that are no longer supported by Company.
Amendments
Except as expressly provided herein, no modification of this Support Policy will be effective unless it is in writing and signed by an authorized representative of each Party. From time to time, Company may amend this Support Policy in its sole discretion. Company will post the amended terms on the Company website. By continuing to access or use our Support Services after such change, you agree to be bound by the modified Support Policy.
If the changes have a material adverse impact on you and are not acceptable to you, then you must notify Company within 30 days of the applicable version date. If Company cannot accommodate your objection, then the prior Support Policy will govern until the expiration of the then-current subscription period. Any renewed subscription will be governed by the then-current Support Policy.
Version Update: October 2025