Version: 0.1 · Last updated: 2026-06-20
1. Two agreements, side by side
DHCP Shield Pro is sold under two separate agreements, and you choose how many of them apply to you:
- The License — the End-User License Agreement (EULA). This is the simple one: it is your entitlement to install and run the software. Every customer has it.
- Support / SLA — these terms. This is a separate, optional agreement you add only if you want maintenance and a response commitment. It sits beside the License, not beneath it: it is not a smaller part of the License, it is a second agreement you opt into.
So the License stands alone and is all you need to run the software. If you also want us to respond to issues, ship fixes, and stand behind a severity-based response window, you add a Support Plan — and these are the terms that govern it. You can hold the License with no Support Plan at all (see §6 below).
2. The support plans
There are three support plans, single-sourced from the same data the pricing page and the Trust Center SLA summary render. Prices are settled on the pricing page.
| Plan | Price | What it covers |
|---|---|---|
| Subscription support | Included with any subscription | AI support 24/7, human escalation 5×8 CET with next-business-day response, and all updates (minor and major) for as long as the subscription is active. |
| Maintenance & support SLA (5×8 CET, NBD) | 25% of licence list price, annual billing only | Annual maintenance plan for perpetual licences: 5×8 CET human support with next-business-day response, AI support 24/7, and all updates including major versions while the plan is active. Required to receive software updates and support. Reinstatement applies if started more than 30 days after activation or after a lapse. |
| 24/7 coverage | Contact sales | 24/7 human coverage is available on any route by custom agreement. |
The terms that govern each plan are as follows.
- Subscription support. Included for the duration of a recurring (monthly or yearly) licence: AI support around the clock, human escalation 5×8 CET with next-business-day response, and all software updates — minor and major versions — while the subscription remains active.
- Annual maintenance SLA (5×8 CET, NBD). Available for perpetual licences, priced at 25% of the licence list price (€1,500/yr for Starter, €2,250/yr for Pro), billed annually only. While active it provides human support with next-business-day response, AI support around the clock, and all software updates including major versions. It is required to receive software updates and support. The plan is contractually scoped to the licensed lease band; a deployment exceeding that band requires an upgrade and a re-quoted plan, and deployments above 250,000 active leases are a custom agreement.
- Reinstatement. A maintenance SLA purchased within 30 days of licence activation starts clean. A plan started more than 30 days after activation, or restarted after a lapse, counts as lapsed and is reinstated at the annual fee plus a one-time surcharge of 50% of that annual fee.
- 24/7 coverage. Round-the-clock human coverage is available on any route by custom agreement only. It is never published as a flat price — please contact sales.
- A perpetual licence with no active maintenance SLA continues to receive security and critical-defect fixes only, until the purchased version reaches end of life (12 months from that version’s general availability, with at least 3 months’ notice). It does not receive feature or version updates during that time.
3. Severity definitions and response targets
Response targets depend on the Support Plan you hold and the issue’s severity. They are business policy, not product behaviour, and are not yet finalized — so each shows as a clearly-marked provisional placeholder rather than a fixed commitment. We do not publish a response number we have not yet committed to.
| Severity | Definition | Target response |
|---|---|---|
| Severity 1 | Production system down; no workaround. DHCP visibility lost or appliance offline. | [PENDING RESPONSE TARGET — POLICY] |
| Severity 2 | Production-critical functionality impaired; workaround possible. Partial visibility loss, degraded throughput, or rule engine failure on a subset of traffic. | [PENDING RESPONSE TARGET — POLICY] |
| Severity 3 | Non-critical defect; workaround in place. Cosmetic dashboard issues, minor parser edge cases, documentation gaps. | [PENDING RESPONSE TARGET — POLICY] |
| Severity 4 | Cosmetic defect or enhancement request. No operational impact. | [PENDING RESPONSE TARGET — POLICY] |
Response targets vary by the support plan you hold. The published plans are subscription support (included with a recurring licence), the annual 5×8 maintenance SLA (for perpetual licences), and 24/7 coverage by custom agreement — see /pricing. The targets themselves are business policy and are not yet finalized, so they show as [PENDING] rather than as fixed commitments.
Business hours = 09:00–18:00 CET, Mon–Fri (national holidays excluded). NBD = next-business-day response. 24/7 coverage is not a published price — it requires a custom agreement; contact sales (see /pricing).
4. What the SLA covers — and does not
This is the boundary between the support we commit to under a Support Plan and the responsibilities that remain with you as the operator. It is the binding in-scope / out-of-scope basis of these terms. Note in particular that the SLA covers our response, support, and maintenance — it does not guarantee availability or uptime: you own and operate the appliance on your own infrastructure, so uptime is your responsibility.
| In scope | Out of scope |
|---|---|
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5. How these terms bind (incorporation by reference)
When you purchase a Support Plan, the EULA refers to the combination of (i) this published Support Plan as it stands at the moment of your purchase, archived by reference number on your License Confirmation Document, and (ii) the line item describing the Support Plan on your invoice. Together those are the “SLA Agreement” (EULA ch.29.1).
The SLA Agreement is incorporated into the contractual relationship by reference and forms an integral part of it to the extent stated in EULA Chapter 29 (ch.29.2). The two agreements remain distinct documents: the EULA governs the software entitlement, these terms govern the optional support relationship. On matters of response time, resolution time, support hours, and support channels, these Support terms are the controlling source; the EULA addresses conflict-precedence on other matters in its own ch.29.3, which stays verbatim in the binding EULA text.
6. If you have no Support Plan
A Support Plan is optional. If your License Confirmation Document does not list a Support Plan, we have no obligation to provide support, maintenance, updates, upgrades, or any service beyond the Limited Warranty in EULA Chapter 10 (EULA ch.29.4). Your License is unaffected — the software still runs; there is simply no maintenance commitment attached.
7. Changes to the Support Plan menu
We may revise the Support Plan menu published on this page at any time. Any such revision applies only to Licenses purchased after the revision date. It does not modify the SLA Agreement applicable to an existing License, whose terms are fixed by the Support Plan in force at the moment of that License’s purchase, as archived on the License Confirmation Document (EULA ch.29.5).
8. No enlargement of warranty or liability
Nothing in a Support Plan or in these terms enlarges the Limited Warranty (EULA Chapter 10), the AS-IS Disclaimer (EULA Chapter 11), or the Limitation of Liability (EULA Chapter 12), nor creates any liability beyond the limits set out in the EULA (EULA ch.29.6). These terms add a support and maintenance commitment; they do not expand the License’s warranty or liability cap.