Service Level Agreement (SLA)

A description of available technical Support Levels for Customers and Support terms and conditions.

1. Support services

Support Services are available in English:

  1. Via the online support portal at
  2. Using the email address support

When a Support ticket has been created, we reserve the right to review and reassign the priority level based on the definitions specified in section 3 of this policy.

We will respond within the applicable Initial Response Time based on the SLAs specified in section 4 below and will subsequently communicate with the Customer using the Support portal, email or conference call - whichever channel is determined most appropriate.

2. Support levels

The following Support levels are available:

Support levelProfessionalPremium
Support Coverage8x5 (CET or EST)24 x 7
Support Portal ContactsUp to 2 contactsUp to 5 contacts

3. Issue priority definition

P1 - UrgentAny Software problem resulting in complete outage or loss of service or functionality in production systems which is not fixed after restarting the service.
P2 - HighAny Software problem that significantly impacts the service or functionality in production systems, or causes instability with regular interruptions of service, but does not cause a complete outage.
P3 - NormalAny Software problem impacting non-critical functionality in production or non-production systems, or a time-sensitive issue impacting performance or deliverables requiring resolution.
P4 - LowAny cosmetic or non-functional issues, questions around processes or documentation, or product enhancement and new feature requests (which can be triaged here but will be tracked to completion elsewhere).

4. Initial response time

The Initial Response Time shall be measured as the time between a ticket being submitted and the time acknowledges receipt of the ticket. The Customer understands that full resolution of an issue is not guaranteed and that the actual time required to resolve any issue may be longer than the initial response time.

P16 Hours2 Hours
P22 Business Days8 Hours
P33 Business Days2 Business Days
P45 Business Days3 Business Days

5. Customer responsibilities

The Customer shall make reasonable efforts to resolve any problems before raising a Support ticket. The Customer shall supply to a detailed description of any fault requiring Support Services and the circumstances in which it arose. The Customer shall also submit sufficient material and information to enable the support staff to replicate the problem, including:

  versions of the software
  and any other evidence or information requested by the Support team

6. Maintenance services will provide regular updates on the reported issue and on any solution or workaround designed to solve or bypass the reported issue. If the issue has been corrected in a maintenance release for the Customer’s installed version of the software, will inform the Customer promptly of its availability and the Customer must install and implement the applicable maintenance release as soon as possible. Software is versioned using the following scheme: Χ.Υ.Ζ, where Χ is the major version number, Υ is the minor version number, and Z is the patch version number.

  • The major number increments every time there are significant new features, enhancements or modifications.
  • The minor number increments every time there are feature updates, smaller enhancements or maintenance releases.
  • The patch number increments every time there is a maintenance release or bug-fix.

The two most recent major versions are being actively supported by Patches are always applied to the latest release of the supported major versions.

New features target the latest major version, fixes target the two most recent major versions. Security updates and important fixes to older versions may be applied on a case by case basis. always recommends that the latest major version of the software is being used. If for some reason a previous major version is required, the latest available release must be employed.

7. Exclusions will have no obligation to provide Support or address issues in the following situations:

  1. The Software has been changed or modified in an unauthorised manner.
  2. The Software has been used incorrectly by the Customer (including use of the Software on faulty equipment or hardware).
  3. The issue relates to any programs not supplied by or approved in writing by
  4. The issue is caused by an act beyond the reasonable control of - such as a hardware malfunction, the incorrect configuration of a data center, network latency, or Customer negligence.
  5. The Customer is using any version of the Software for which maintenance releases have been discontinued by
  6. The Customer has not installed and implemented all the latest available maintenance release(s) for the installed version of the Software version they are using. or
  7. The Customer has not paid the Support Services fees when due.
  8. Lenses support SLAs are not extended to connectors.

Last update: 15 Jul 2021

These terms and conditions may be updated from time to time, with the understanding that any such updates will not materially reduce the level of Support experienced by the Customer.