For paid customers under an active warranty/support agreement, our goal is to provide an initial response within one business day. Actual response time may vary by issue severity, information completeness, and support hours. Formal SLA and support scope are defined by quotation/order/warranty agreement.
Response cadence (non-contractual)
- Goal: provide an initial response and confirm scope within one business day (agreement governs)
Incident handling
- Respond and confirm the issue scope (goal: within one business day)
- Online support
- If it is a software issue: provide a fixed version for upgrade
Annual warranty (Year 1+)
- USD 2,500/year (excl. tax): technical support + security updates (agreement governs)
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