Support Policy

Overview

This Inrupt Support Policy (“Policy”) is incorporated into and forms a part of your agreement with Inrupt with respect to your use of the Software (“Agreement”). This Policy describes Inrupt’s support policies applicable to Customer reported Issues, Errors in the Software, and Feature Requests.

 

1. Definitions

The following terms have the following meanings when used in this Policy. Any capitalized terms that are not defined in this Policy have the meaning provided in your Agreement.

1.1. Error

"Error" means a reproducible failure of Inrupt Software to perform in substantial conformity with the Documentation.

1.2. Issue

"Issue'' means a question, concern, or request that is not a result of an Error.

1.3. ESS Server

“ESS Server" means the Inrupt Enterprise Solid Server.

1.4. Production Environment

“Production Environment" means an environment serving your end users or customers.

1.5. GA Release Date

“GA Release Date" means the generally available (“GA”) release date.

1.6. Severity Levels:

Severity Level 1 

“Severity Level 1” refers to an Error that impacts Customer’s Production Environment, where the Software is nonresponsive or seriously impaired or Customer’s production data is lost or destroyed, and there is no workaround currently available. The Inrupt Technical Services Team will provide a root cause analysis report within 1 week of the resolution of a Severity Level 1 Issue or Error. 

Severity Level 2 

“Severity Level 2” refers to an Error where the Software is moderately impaired. The Customer’s system is functioning but in a reduced capacity, and there is no workaround currently available or the workaround is cumbersome to use.

Severity Level 3 

“Severity Level 3” refers to an Error or Issue that has been identified but does not prevent normal operation of the Customer’s system, or where the situation may be temporarily circumvented using an available workaround. A Severity 3 case does not need to be related to a Production system. No data has been lost and the system has not failed.

Severity Level 4

“Severity Level 4” refers to non-critical Errors or Issues, including general questions, Issues and Errors in non-Production Environments,  and requests for enhancements to the Software.

1.7. Versioning Scheme:

“Major Release” 

“Major Release” means a version of an Inrupt product identified by a change in the number to the left of the first decimal point (X.x.x). Major Releases may contain backwards breaking compatibility changes to the product.

“Minor Release” 

“Minor Release” means a version of an Inrupt product identified by a change in the middle number in between the two decimal points (x.X.x). Minor releases preserve full backwards compatibility within a Major Release. 

"Patch Release"

"Patch Release" means a version of the ESS Server identified by a change in the number to the right of the second decimal point (x.x.X). Patch versions preserve full backwards compatibility within a Major Release.

1.8 Customer

“Customer” refers to any organization or entity that has entered into a License, Cloud Services, or Reseller agreement with Inrupt inc..

1.9 Documentation 

“Documentation” refers to the technical documentation provided by Inrupt inc.

1.10 Feature Requests

“Feature Requests” refer to formal requests for additional capabilities, features, or functionality to be added to Inrupt Products. These requests are prioritized and implemented at the discretion of Inrupt inc. 
 

 

2. Support

2.1 Lifecycle and Maintenance 

Inrupt Software is subject to a regular release schedule. The status of these releases is detailed  in the Inrupt Lifecycle and Maintenance Policy. Support will not be provided for Software that has reached End-of-Life. If Customer requires support for a Major or Minor Release to be extended beyond the End-of-Life period, please contact your account representative.

2.2 Security Issues

Vulnerability response policy and procedures, including security advisories, can be found at inrupt.com/security.

 

3. Communication Channels

3.1 Service Desk

Inrupt inc. uses Jira’s Service Management to receive and track Errors, Issues, and Feature Requests. Reports and requests are submitted via the Inrupt Help Center Portal

The Inrupt Commercial Support Service Desk should be used by Customers with a Cloud Services, Reseller, or License agreement for support. 

3.2 E-mail

E-mails sent to commercialsupport@inrupt.com  will create a Commercial Service Desk issue.

3.3 Telephone

Platinum Level Subscriptions

Platinum level subscriptions have dedicated support call-in numbers that are provided as part of the onboarding package. If you have lost or misplaced your dedicated support number, please contact us via Service Desk or Email to reclaim it..

Gold Level Subscriptions

Gold level subscription call-in numbers are listed in the Commercial Support Service Desk

 

4. Initial Response Goals

For Support pricing Information please contact your Inrupt account representative.

 

SILVER GOLD PLATINUM

PHONE SUPPORT

Not available

Available

Dedicated number

SERVICE DESK

Available

Available

Available

INITIAL RESPONSE TIME

Severity 1

Severity 2

Severity 3

Severity 4

 

2 support hours

6 support hours

1 business day

2 business days

 

1 support hour

2 support hours

4 support hours

1 business day

 

30 minutes

1 hour

2 hours

1 business day

RESOLUTION

Severity 1

Severity 2

Severity 3

Severity 4

 

Business hours

Business hours

Business hours

Business hours

 

Extended hours

Extended hours

Business hours

Business hours

 

Continuous

Extended hours

Business hours

Business hours

SUPPORT HOURS

09:00-17:00 x Mon-Fri

09:00-21:00 x Mon-Sat

24x7

5. Support Limitations

Support is only available in English. Inrupt inc. has no obligation to provide any Support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by Inrupt inc.; (ii) if Customer or a third party has altered or modified any portion of the Software beyond reasonable configuration options; (iii) if Customer has not used the Software in accordance with Documentation or instructions provided by Inrupt inc., including failure to follow implementation procedures; (iv) or if Customer is running a version of the Software that has reached End-of-Life.

 

6. Customer Requirements

6.1. Reasonable Cooperation

To enable Inrupt inc. to provide Support, you agree to: (i) provide the Inrupt Technical Services Team with reasonable detail of the nature of and circumstances surrounding the Issue or Error; (ii) provide the Inrupt Technical Services Team with reasonable access to your environment as necessary; and (iii) provide the Inrupt Technical Services Team with reasonable cooperation in the diagnosis and resolution of any Issues and Errors.

Diagnostic Data

All diagnostic data, including  but not limited to logs,  metrics, and screenshots shared with the Inrupt Technical Services Team are retained in our support tooling indefinitely. Diagnostic data may be deleted upon request.

Sensitive Information

If Inrupt inc. determine that diagnostic data shared with our Technical Services Team has exposed sensitive information, the formal incident response process will be adhered to. “Sensitive Information” includes but is not limited to Personally Identifiable Information, Intellectual Property, Financial or Medical Data.

6.2. High Severity Incidents

Platinum and Gold level subscribers must contact the Inrupt Technical Services team by phone immediately after opening a Severity Level 1 or Severity Level 2 support case to ensure the applicable Initial Response Goal is met.

 

7. Notifications

Customers shall be notified of any amendments made to this policy, via email, a minimum of 90 days prior to the effective date of those amendments.