SSH Support Terms


Introduction

Thank you for being a valued customer. Our Java SSH libraries are designed to be robust, secure, and flexible components for your software solutions. To ensure you receive the most effective support for your development and maintenance efforts, we offer three distinct tiers of technical support: Standard, Extended, and Partner.

This document outlines the scope, communication channels, pricing, and resolution processes for each tier, allowing you to choose the level of service that best fits your team’s requirements.


Tier 1: Standard Support

Standard Support is designed to assist with general usage, configuration, and identification of potential issues within our libraries. Our goal is to ensure you can effectively utilize the library’s features as documented. This is the baseline support service included with all new license purchases and maintenance renewals.

Entitlement & Renewal

  • Initial License: The first year of Standard Support is included with your initial license purchase.
  • “Hotfix” Subscription: Standard Support is included with an active annual subscription.
  • Annual Renewal (Licensed Products): After the first year, Standard Support can be renewed annually for approximately 25% of your original license fee.

Scope of Standard Support

  • API Usage and Clarification: Answering specific questions about how to use the library’s API for documented features.
  • Bug Identification: Analysis of issues to determine if they are defects within our SSH library.
  • Security Vulnerability Patching: The analysis and patching of any identified security vulnerabilities within our library.
  • Problem Analysis: Evaluation of client-provided materials to assist in problem diagnosis (debug logs, code snippets, stack traces).
  • Reproduction of Issues: Reasonable effort to reproduce reported issues using our in-house reference implementations.

Communication & Response

  • Channel: All communication is conducted via email.
  • Response Time: We aim for an initial response within 24-48 business hours.

Exclusions from Standard Support

  • Debugging of the customer’s proprietary code.
  • Architectural or implementation advice.
  • Live support via phone or screen sharing.


Tier 2: Extended Support

Extended Support is for teams who require a deeper level of collaboration and more direct access for complex issues.

Scope of Extended Support

Includes everything in Standard Support, plus:

  • Proactive Security Guidance: Receive priority notification of security patches and dedicated guidance on implementing those patches within your specific architecture.
  • Collaborative Debugging: Directly work with your developers to troubleshoot complex integration issues.
  • Scheduled Live Support: Access to developers via scheduled phone calls and screen-sharing sessions (10 hours/year for subscribers).
  • Architectural & Best Practice Guidance: Advice on the most effective ways to integrate our library.
  • Priority Handling: Your support requests are placed in a priority queue.
  • Source Code Review: Review of specific sections of your code that directly interact with our library (subject to an NDA).

Business Hours & Communication

  • Channels: Email and scheduled calls/screen-shares.
  • Business Hours: Live support sessions are scheduled within 9:00 AM to 6:00 PM GMT/BST, Monday to Friday.
  • Response Time: We aim for an initial email response within 8 business hours.


Tier 3: Partner Support

Partner Support is our highest level of service, designed as a strategic partnership for businesses with mission-critical systems. This tier provides unparalleled access and proactive engagement.

Availability for this tier is strictly limited to a maximum of 5 clients globally to guarantee service quality.

Scope of Partner Support

Includes everything in Extended Support, plus:

  • Dedicated Slack Channel & Callback Requests: Direct access for critical issues via a private Slack channel and the ability to request a telephone callback.
  • Extended & Weekend Availability: On-call support for critical issues during extended hours.
  • Proactive Architectural & Security Review: One half-day session per year to proactively review your implementation, conduct a security hardening assessment, discuss roadmaps, and ensure best practices.
  • Increased Live Support Cap: The annual cap for live, scheduled support is increased to 25 hours per year.

Business Hours & Guaranteed Response

  • Channels: Email, scheduled calls, and a direct phone line for critical issues.
  • Extended Hours:
    • Weekdays: 8:00 AM to 8:00 PM GMT/BST.
    • Weekends: 10:00 AM to 4:00 PM GMT/BST (for critical system issues).
  • Guaranteed Response Time: A 4-hour initial response guarantee for any issue raised within these extended hours.


General Terms

Business Hours & Time Zone

  • All scheduled live support sessions for Extended and Partner tiers must be booked within this window.
  • Standard business hours are 9:00 AM to 6:00 PM GMT/BST, Monday to Friday.

Service Availability & Holiday Blackouts

To ensure the sustainability and quality of this expert-led service, live support and guaranteed response times for Extended and Partner tiers are subject to planned holiday blackout periods. These periods are defined and limited to ensure predictability for our clients.

  • Fixed Blackout Period: Live support and guaranteed response times are suspended annually from December 25th to January 1st inclusive.
  • Scheduled Blackout Period: There will be an additional maximum of 10 business days (2 weeks) scheduled per calendar year.
  • Notification: All Extended and Partner support clients will be notified of the scheduled blackout dates at least 30 days in advance.
  • Service During Blackouts: During these defined periods, all support requests will be handled via email on a best-effort basis, consistent with our Standard Support tier. We will continue to monitor emails for critical, system-down emergencies.


How to Inquire

For inquiries about availability for the Partner Support plan, please contact us directly to discuss your requirements.

To top