Support / SLA Terms

Version: 1.0 · Last updated: 2026-07-04

1. Two agreements, side by side

DHCP Shield Pro is sold under two separate agreements, and you decide how many of them apply to you.

The License — the End-User License Agreement (EULA): your entitlement to install and run the software. Every customer has it.
Support / SLA — these terms: a separate, optional agreement you add only if you want maintenance and a response commitment. It sits beside the License, not beneath it — a second agreement you opt into, not a smaller part of the first.

The License stands alone and is all you need to run the software. Add a Support Plan when you also want us to respond to issues, ship fixes, and stand behind a severity-based response window — and these are the terms that govern it. You can hold the License with no Support Plan at all (see §12).

2. The support plans

There are three support plans. Prices and a side-by-side comparison are on the pricing page, and the Trust Center summary restates them in plain language. These are the terms that govern each.

Subscription support. Included with a recurring licence for as long as it stays active: AI support around the clock, human support 5×8 CET to the §3 targets, and every update — minor and major versions alike.
Annual maintenance SLA (5×8 CET). For a perpetual licence: the same human support and §3 targets, AI support around the clock, and every update including major versions while the plan is active. It is required to receive updates and support, and is billed annually.
24/7 coverage. Round-the-clock human coverage, available on any plan by custom agreement only and never as a published price. Contact sales to scope it.

Three conditions apply across the plans.

A perpetual licence with no active SLA keeps running on its purchased version and receives security and critical-defect fixes only, until that version reaches end of life — 12 months from its general availability, with at least 3 months’ notice. It gets no feature or version updates in the meantime.
Reinstatement. A maintenance SLA started more than 30 days after licence activation, or restarted after a lapse, is treated as reinstatement and carries a surcharge (see the pricing page).
Lease band. A deployment that outgrows its licensed lease band needs an upgrade and a re-quoted plan; the largest deployments are arranged as custom agreements.

3. Severity definitions and targets

These are the commitments we measure against, by severity. Response is how fast a human picks the request up; Remedy is the target for a workaround or restored operation; Resolution is the permanent fix. Response and Remedy are measured inside your plan’s coverage window (§7); Resolution is delivered on commercially-reasonable efforts, with no committed date.

Severity	Definition	Response	Remedy	Resolution
Severity 1	Production system down; no workaround. DHCP visibility lost or appliance offline.	30 min	4 h	Commercially-reasonable efforts; no committed date; status update at least daily.
Severity 2	Production-critical functionality impaired; workaround possible. Partial visibility loss, degraded throughput, or rule engine failure on a subset of traffic.	4 h	16 h	Commercially-reasonable efforts; scheduled into a maintenance release; periodic status updates.
Severity 3	Non-critical defect; workaround in place. Cosmetic dashboard issues, minor parser edge cases, documentation gaps.	8 h	40 h	Addressed in a future maintenance release.
Severity 4	Cosmetic defect or enhancement request. No operational impact.	16 h	Next release	Delivered in a future release at our discretion.

Response and remedy targets are the same on the subscription plan and the annual 5×8 maintenance SLA; a 24/7 custom agreement changes only the coverage window, not the numbers.

4. What the SLA covers — and does not

We are responsible for defects, and for advertised features that do not work as documented. We are not responsible for the appliance’s availability or uptime — that depends on things you control: hardware, network, power, the host operating system, your configuration, and your disaster-recovery arrangements. The appliance fails open, so a fault in it does not take your DHCP traffic down. The lists below are the binding boundary.

In scope	Out of scope
Response, remedy, and resolution to support requests per the targets above for your support plan and the issue's severity. Support and guidance: triage, troubleshooting, and configuration help for the appliance. Support covers the application and the operating-system configuration the application depends on — the services, packet-filtering rules, and kernel facilities the installer manages — and no other software or services on the host. Maintenance: bug fixes and security patches delivered within the supported version window. While a subscription or an active maintenance SLA is in place: all software updates, including minor and major version upgrades. Defect handling: investigation and remediation of confirmed defects per severity. Support is available only while the licence's Support Expires date — shown on the in-product License page — is in the future.	Availability and uptime of the appliance — you own and operate it on your own infrastructure, so uptime is your responsibility. Operation, monitoring, and capacity of the host, network, power, and surrounding infrastructure. Hardware procurement, hardware failure, and physical site operations. For a perpetual licence without an active maintenance SLA: feature and version updates beyond security and critical-defect fixes, which continue only until the purchased version reaches end of life. Custom development, integration work, or changes outside the shipped product, unless separately contracted.

In scope

Out of scope

Response, remedy, and resolution to support requests per the targets above for your support plan and the issue's severity.
Support and guidance: triage, troubleshooting, and configuration help for the appliance.
Support covers the application and the operating-system configuration the application depends on — the services, packet-filtering rules, and kernel facilities the installer manages — and no other software or services on the host.
Maintenance: bug fixes and security patches delivered within the supported version window.
While a subscription or an active maintenance SLA is in place: all software updates, including minor and major version upgrades.
Defect handling: investigation and remediation of confirmed defects per severity.
Support is available only while the licence's Support Expires date — shown on the in-product License page — is in the future.

Availability and uptime of the appliance — you own and operate it on your own infrastructure, so uptime is your responsibility.
Operation, monitoring, and capacity of the host, network, power, and surrounding infrastructure.
Hardware procurement, hardware failure, and physical site operations.
For a perpetual licence without an active maintenance SLA: feature and version updates beyond security and critical-defect fixes, which continue only until the purchased version reaches end of life.
Custom development, integration work, or changes outside the shipped product, unless separately contracted.

5. Supported platforms

Support applies to a deployment that meets the published system requirements. A deployment outside them — an unsupported operating system, or a host that cannot load the kernel facilities the appliance needs — is out of scope.

6. Support channels and access

Support is delivered through the in-product Support Module — chat, guided dpictl actions, and an optional recorded shell session, on a channel you open and stay in control of. We do not offer remote-desktop support. Reaching your deployment over a corporate VPN is supportable only as a separate Professional Service, because it carries ongoing upkeep on our side.

7. Coverage window and the SLA clock

The coverage window for the subscription plan and the annual 5×8 maintenance SLA is 09:00–18:00 CET, Monday to Friday, excluding Polish national holidays; 24/7 coverage is available only by custom agreement. The Response and Remedy clocks run inside that window. A clock starts when you open a request in the in-product Support Module — we do not monitor your deployment, so a problem we are not told about has no clock on it — and it pauses while we are waiting on information, access, or a confirmation that only you can provide, resuming when you supply it.

8. Software support vs. Professional Services

A Support Plan covers defects, patches, guidance, and making software updates available to you. Installing the software is always yours to do — a plan makes every update and new version available, and you apply them, which is the standard, no-cost path. The hands-on work is a separate, paid Professional Service: the initial installation, installing a new version on your behalf, corporate-VPN access, integration, and training are scoped and billed on their own, never as part of support.

9. Backup, recovery, and disaster recovery

You own your recovery objectives — how much data you can afford to lose (RPO) and how fast you must be running again (RTO). We give you a documented backup and restore procedure; we do not provide disaster-recovery infrastructure, offsite backups, failover, or backup monitoring. The capacity figures published on this site are dimensioned for a single deployment and exclude disaster recovery and high availability, except where the Enterprise tier explicitly includes high availability.

10. Sole remedy, and no enlargement of warranty or liability

If we miss a target, our obligation is to keep working the issue and escalate it — that is your sole remedy. We do not offer service credits, refunds, or other compensation for a missed target. Nothing in a Support Plan or in these terms enlarges the Limited Warranty, the AS-IS Disclaimer, or the Limitation of Liability in EULA Chapters 10, 11, and 12, nor creates any liability beyond the limits set out in the EULA (EULA ch.29.6).

11. 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, workaround (remedy) 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.

12. 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.

13. 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).