NetBox Labs Support Policy
This Support Policy (“Support Policy”) is incorporated into and forms a part of the master agreement or terms of service (the “Agreement”) between you (“Customer” or “you”) and NetBox Labs, Inc. (“NetBox Labs”) with respect to your use of the NetBox Labs’ Products. “Products” means NetBox Labs’ proprietary products identified in an Order Form as described by NetBox Labs in its product documentation.
This version of the Support Policy is effective as of August 27, 2026.
NetBox Labs provides support for the Products purchased in an Order Form in accordance with this Support Policy. “Order Form” means an order form, purchase order, SOW, or similar instrument accepted by NetBox Labs specifying the Products purchased by Customer.
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 completely down without an available workaround |
| 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 with no available workaround |
| 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 |
“Product Error” is a bug, defect, or error in the Product(s) that causes a material and reproducible failure of a Product to perform in accordance with the Documentation.
NetBox Labs uses 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 Labs.
Standard support hours are 4:00 am to 6:00 pm (US Eastern time) Monday-Friday (excluding US Federal holidays). If Customer’s Product purchase is at the NetBox Labs Pro or Premium Tier, Customer support hours are 24 hours, 7 days a week (24×7) for P1 and P2.
| Severity | Target Response Times By Severity Level | ||||
|---|---|---|---|---|---|
| NetBox Enterprise: Pro | NetBox Enterprise: Premium | NetBox Cloud: Starter | NetBox Cloud: Pro | NetBox Cloud: Premium | |
| P1 – Urgent | 2 hours | 1 hour | 24 hours | 2 hours | 1 hour |
| P2 – High | 4 hours | 2 hours | 24 hours | 4 hours | 2 hours |
| P3 – Normal | 24 hours | 12 hours | 48 hours | 24 hours | 12 hours |
| P4 – Low | 24 hours | 24 hours | 48 hours | 24 hours | 24 hours |
NetBox Labs aims for new releases and upgrades to its Product suite to be released on a regular cycle. It is recommended to update your Product(s) when made available.
“Supported Versions” are the versions set forth in the table below, using the Major.Minor.Patch versioning format:
| Version | Supported Versions | ||||
|---|---|---|---|---|---|
| NetBox Enterprise: Pro | NetBox Enterprise: Premium | NetBox Cloud: Starter | NetBox Cloud: Pro | NetBox Cloud: Premium | |
| Major and Minor Versions | Current and 1 Prior Minor Version | Current and 2 Prior Minor Versions | Current Version | Current and 1 Prior Minor Version | Current and 2 Prior Minor Versions |
Exclusions:
NetBox Labs will use reasonable efforts to support its Products but NetBox Labs’ obligations in this Support Policy do not apply to any Product Errors or Product warranty claims arising out of or related to: (a) Customer failing to pay any Fees when due and payable to NetBox Labs; (b) the Product(s) being used other than as specified or permitted in the Agreement and Product documentation (c) third-party software that is not part of/embedded into the Product(s) or any combination thereof with the Product(s); (d) modification of the Product(s) performed by or on behalf of Customer by a party other than NetBox Labs; (e) with respect to NetBox Enterprise only, a Product Error caused by Customer hardware error or insufficient Customer resources; (f) Product(s) or a Product feature designated as a “preview feature” or “beta” under the product life cycle; (g) Product(s) provided for free; (h) Customer’s or its representative’s negligence or intentional misconduct in the use of the Products; (i) Customer’s failure to promptly install updates to the extent the update would have avoided the Product Error; (j) any modifications to the Product(s) made at Customer’s request that are made specifically and uniquely for Customer; or (k) any other circumstances or causes outside of the reasonable control of NetBox Labs.
Customer will install updates promptly upon their release.
