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
NetBoxCloud:
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
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
NetBoxCloud:
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)
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
Version 1.2
