Support Policy
Technical support is available for IREX deployments that meet the hardware requirements listed in the platform documentation. This is what it covers, and what it does not.
Support Policy
Scope, Packages, and Response Times
What Technical Support Includes
- Communication with the IT administrators deploying and managing IREX
- Assistance with issues during installation
- Assistance with issues during upgrades
- Guidance on implementation and configuration
- Assistance identifying and troubleshooting problems in systems
- Identifying and creating appropriate bug reports
What Technical Support Does Not Include
- Support in languages other than English
- Support for end users, as distinct from administrators
- Support for organizations without a valid IREX subscription
- Development questions or requests
- Third-party integrations, installers, images and plug-ins
- Remote administration
- Support for IREX server releases other than the latest official release or the previous major build
- Professional services, including security system design, hardware and network administration, custom integrations, and UX customization. These are available separately as professional services.
Standard Support and Premier Support
Standard Support is included in the subscription in accordance with the agreement. Premier Support is provided at an additional fee, agreed between the parties.
| Entitlement | Standard | Premier |
|---|---|---|
| Online ticket creation | Included | Included |
| Business-day coverage | Included | Included |
| Email and messenger support | Included | Included |
| Weekday coverage, 24×5 | Included | Included |
| Deployment health monitoring, 24×7 | — | Included |
| Mission-critical response: L1 60 minutes, L2 120 minutes | — | Included |
| Weekend coverage for L1 and L2 escalations | — | Included |
| Direct access to the senior support team | — | Included |
| Development-team priority | — | Included |
| Screen sharing, collaboration calls and health checks | — | Included |
| Installation and deployment advisory | — | Included |
| Account onboarding | — | Included |
| Up to two non-production licenses | — | Included |
Business-day coverage runs Monday to Friday, 8am to 4pm Central European Time. Weekend coverage under Premier Support is available for L1 and L2 escalations and runs from Friday 4pm to Monday 8am Central European Time. Deployment health monitoring is subject to VPN connectivity being available to the deployment site.
Severity Levels and Initial Response Times
| Level | Impact | Premier | Standard |
|---|---|---|---|
| L1 | Urgent: production down, no workaround | 1 hour | 4 hours |
| L2 | High: major production impact | 2 hours | 8 hours |
| L3 | Normal: partial or non-critical loss | 8 hours | 16 hours |
| L4 | Low: questions, requests, non-production | 24 hours | Next business day |
Availability
The availability service level for hosted software is 99.5% monthly, with service credits. Where hosted-software availability falls below 90% in a calendar month for three consecutive months, or for any five months in a twelve-month period, the customer may terminate with a pro-rata refund of prepaid fees for the remaining license term.
Upgrades
Because the platform’s compute, databases and services run on the system servers, upgrades require no special action on the client side. They are performed by IREX DevOps in coordination with the customer: the contents and implications of a release are shared, an upload window is agreed, users are notified of possible disruption, and the documented functionality tests are repeated afterwards to verify the update.
Professional Monitoring
Professional monitoring is a separate service, not part of technical support. Under it, alarms from the customer’s hardware are transmitted to a call center that verifies events and responds according to an agreed response protocol, calling the contacts on the customer’s call list, including first responders, in order.
Contact
Support is reached through the ticketing system provided at onboarding. For anything else, [email protected] or +1 (301) 392-7621.
FAQ
Is Standard Support really included?
Yes, in the license fee, in accordance with the agreement. Premier Support is the paid tier and is priced per software instance per year.
What counts as an L1 issue?
Production down with no workaround. Premier Support carries a one-hour initial response on L1 and two hours on L2; Standard carries four and eight hours respectively.
Do you support our end users?
No. Support covers the IT administrators deploying and managing IREX. Under a partner-led delivery, first-line local-language support for end users is normally the local partner’s scope.
Questions about the Service Level?
The SLA is an exhibit to the agreement, and we would rather discuss it before signature than after an incident.