Support SLA
The three support plans, where the binding severity, response, and scope terms live, and what the SLA does — and does not — cover.
Plans
Support and maintenance plans
There are three support plans. A recurring subscription includes support and all updates while it is active. A perpetual licence draws its updates and human support from an annual maintenance SLA (5×8 CET, NBD); without it the licence receives security and critical fixes only. 24/7 coverage is always a custom agreement. This is the same single source of truth the pricing page renders.
| 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. |
Coverage
Severity, response, and scope
Issues are triaged by severity, and each severity carries a response target that varies by the plan you hold. The binding maintenance Terms of Service defines:
- per-severity response targets — published there when they're contractual, not here first;
- the in/out-of-scope boundary between the support we commit to and the responsibilities that stay with you as the operator;
- the controls on a remote support session — consent-based, auditable, time-boxed, revocable, opening no standing inbound path to the appliance.
The binding maintenance Terms of Service is a document distinct from the software EULA and the source of truth for what the SLA covers.
Air-gapped customers: see Trust Center · Air-gapped · Updates and support for the phone-only Sev1 protocol.
Availability
What the SLA does not promise
The SLA covers our response, support, and maintenance — it does not guarantee availability or uptime. You own and operate the appliance on your infrastructure, so uptime is your responsibility. The appliance is fail-open by design: if inspection stops, DHCP keeps flowing.
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Related
Questions about coverage?
Tell us your support plan and we'll walk through severity targets and escalation paths.