Support Policy
This Support Policy (“Support Policy”) is incorporated into and forms a part of the agreement between you and NetBox Labs with respect to your use of the Products. Capitalized terms used but not defined herein have the meaning set forth in the Terms of Service.
This version of the Support Policy is effective as of May 24, 2024.
NetBox Labs provides support for the Supported Versions of its Products in accordance with this Support Policy.
Response times are determined based on the Product and tier set forth in your subscription.
Support requests are classified based on the severity level.
|
Severity |
Description |
|---|---|
| P1 – Urgent | Due to a Product Error, Customer’s production instance of a Product is down, unable to function, and no workaround is available |
| P2 – High | Due to a Product Error, Customer’s use of its production instance of a Product is severely impaired or degraded, preventing major functions from being performed, and no workaround is available |
| P3 – Normal | Due to a Product Error, Customer’s use of a non-critical or non essential function of a Product is disabled or materially impaired |
| P4 – Low | General inquiries where there is no interruption to Customer’s use of a Product |
NetBox Labs will use commercially reasonable efforts to provide an initial response in accordance with the table below. Initial response times are measured from the time the support request is received by NetBox Lab after being reported to support@netboxlabs.com within the Availability Period
Target Response Times By Severity Level
| NetBox Enterprise: Pro | NetBox Enterprise: Enterprise/Air Gap | NetBox Cloud: Starter | NetBox Cloud: Pro | NetBox Cloud: Enterprise | |
|---|---|---|---|---|---|
| P1 – Urgent | 2 hours 24/7 |
1 hour 24/7 |
24 hours Mon-Fri 4am-6pm ET |
2 hours 24/7 |
1 hour 24/7 |
| P2 – High | 4 hours 24/7 |
2 hours 24/7 |
2 hours 24/7 24 hours Mon-Fri 4am-6pm ET |
4 hours 24/7 |
2 hours 24/7 |
| P3 – Normal | 24 hours Mon-Fri 4am-6pm ET |
12 hours Mon-Fri 4am-6pm ET |
48 hours Mon-Fri 4am-6pm ET |
24 hours Mon-Fri 4am-6pm ET |
12 hours Mon-Fri 4am-6pm ET |
| P4 – Low | 24 hours Mon-Fri 4am-6pm ET |
24 hours Mon-Fri 4am-6pm ET |
48 hours Mon-Fri 4am-6pm ET |
24 hours Mon-Fri 4am-6pm ET |
24 hours Mon-Fri 4am-6pm ET |
Definitions
“Product Error” is a reproducible failure of a Product to perform in accordance with the Documentation.
“Supported Versions” are the current versions and versions released within the time frame set forth in the table below, using the Major.Minor.Patch versioning format:
Supported Versions
| NetBox Enterprise: Pro | NetBox Enterprise: Enterprise/Air Gap | NetBox Cloud: Starter | NetBox Cloud: Pro | NetBox Cloud: Enterprise | |
|---|---|---|---|---|---|
| Major and Minor Versions | 6 Months | 12 months | Current Version | 3 Months | 6 Months |
| Patch Version | 1 Month | 1 Month | Current Version | Current Version | 1 Month |
Available Extended Version Support (purchased separately)
| NetBox Enterprise: Pro | NetBox Enterprise: Enterprise/Air Gap | NetBox Cloud: Starter | NetBox Cloud: Pro | NetBox Cloud: Enterprise | |
|---|---|---|---|---|---|
|
Major and Minor Versions |
N/A | Up to 24 months | N/A | N/A | Up to 12 Months |
| Patch Version | N/A | Up to 24 months | N/A | N/A | Up to 12 Months |
Exclusions:
A Product is not eligible for support if:
- Customer failed to pay any Fees then due and payable to NBL
- The Product is used in violation of the Terms of Service
- The Product Error is deemed to be as a result of third-party software that is not part of the Product or not expressly made available as a supported plugin or supported integration
- The Product Error is deemed to be as a result of modification of the Product performed by or on behalf of Customer by a party other than NBL
- With respect to NetBox Enterprise only, the Product Error is caused by hardware error or insufficient resources
- Such Product or the feature for which a Product Error occurred is not in the “General Availability” stage of the product life cycle (e.g., experimental, private preview, public preview products and features)
- It is made available to Customer as a Free Service
