Legal

Support Policy

Last updated: December 2025

1. Overview
This Support Policy describes the technical support services ("Support Services") that Vakamo Corporation ("Vakamo") provides to customers who have purchased a subscription to Vakamo's software products ("Software") under a valid Order Form that includes Support Services.
2. Support Tiers
2.1 Standard Support
Standard Support is included with all active Software subscriptions and includes:
  • Access to Vakamo's online documentation and knowledge base
  • Ticketing support through our support platform during Business Hours
  • Bug fixes and patches for the current major version
  • Access to Software updates and upgrades as they become available
  • Target response times as outlined in Section 4
2.2 Premium Support
Premium Support is available for an additional fee and includes all Standard Support features plus:
  • 24/7 Ticketing support
  • Faster response times for critical issues
  • Dedicated support engineer assignment
  • Quarterly business reviews
  • Priority access to product team for feature requests
  • Custom training sessions
3. Support Channels
3.1 Support Portal
Customers have access to Vakamo's support portal at support.vakamo.com where they can:
  • Submit and track support tickets
  • Access documentation and knowledge base articles
  • View system status and maintenance schedules
  • Download Software updates and patches
4. Severity Levels and Response Times
Vakamo classifies support requests based on the following severity levels:
Severity 1 (Urgent)
Definition: Complete loss of service or critical functionality. Production environment is down or severely impacted with no workaround available.
Standard Support Response: 1 business hours
Premium/Enterprise Support Response: 1 hour (24/7)
Severity 2 (High)
Definition: Major functionality is impaired or significant performance degradation. Operations can continue in a restricted fashion, but a timely resolution is needed.
Standard Support Response: 4 business hours
Premium/Enterprise Support Response: 4 hours (24/7)
Severity 3 (Medium)
Definition: Minor functionality is impaired or there are non-critical issues. A workaround is available, and operations can continue normally.
Standard Support Response: 1 business days
Premium/Enterprise Support Response: 1 business day
Severity 4 (Low)
Definition: General questions, feature requests, or documentation clarification. No significant impact to operations.
Standard Support Response: 2 business days
Premium/Enterprise Support Response: 2 business days
Note: "Business Hours" are defined as 9:00 AM to 5:00 PM CET, Monday through Friday, excluding Vakamo-observed holidays. "Business Days" exclude weekends and Vakamo-observed holidays.
5. Supported Software Versions
Vakamo provides Support Services for the following Software versions:
  • Current Major Version: Full support including bug fixes, security patches, and feature updates
  • Previous Major Version: Bug fixes and security patches for 12 months following the release of the next major version
  • Older Versions: Extended support may be available under Enterprise Support agreements
Customers are encouraged to maintain their Software at the latest available version to receive optimal support and access to new features.
6. Scope of Support
6.1 Included Support
Support Services include assistance with:
  • Troubleshooting errors and unexpected behavior
  • Best practices for Software usage and optimization
  • Bug identification and resolution
  • Security vulnerability patches
6.2 Excluded from Support
Support Services do not include:
  • Support for modified or customized versions of the Software (unless under a custom agreement)
  • Issues caused by third-party software, hardware, or network problems
  • Custom development or consulting services (available separately)
  • Training services beyond what is included in Premium/Enterprise tiers
  • Support for unsupported Software versions
  • Issues resulting from Customer's failure to follow documentation or recommended best practices
  • Data recovery services
7. Customer Responsibilities
To receive effective Support Services, Customer must:
  • Maintain current contact information with Vakamo
  • Designate authorized contacts who are authorized to submit support requests
  • Provide detailed, accurate information when submitting support requests
  • Implement updates and patches in a timely manner
  • Maintain adequate backups of data
  • Provide reasonable access to systems and logs when necessary for troubleshooting
  • Follow security best practices and maintain supported infrastructure
8. Escalation Process
If a Customer is not satisfied with the progress or resolution of a support request:
  • Level 1: Contact the assigned support engineer or support@vakamo.com
  • Level 2: Request escalation to a Support Manager
  • Level 3: Contact the Director of Customer Success at cs@vakamo.com
  • Level 4: Enterprise customers with a TAM may escalate to executive management
9. Software Updates and Maintenance
During the term of active Support Services:
  • Vakamo will provide Software updates, upgrades, and patches as they become available
  • Customers will receive advance notice of scheduled maintenance windows
  • Emergency patches for critical security vulnerabilities may be released with limited advance notice
  • Customers are responsible for implementing updates in their environments
10. Support Hours and Holidays
10.1 Standard Business Hours
9:00 AM to 5:00 PM CET, Monday through Friday
10.2 Observed Holidays
Vakamo observes the following U.S. holidays when Standard Support business hours do not apply:
  • New Year's Day
  • Martin Luther King Jr. Day
  • Presidents' Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day and the day after
  • Christmas Eve and Christmas Day
  • New Year's Eve
Premium and Enterprise Support customers continue to receive 24/7 support during holidays for Severity 1 and Severity 2 issues.
11. Service Level Commitments
Response times specified in this policy represent Vakamo's target goals. While Vakamo strives to meet these targets, they are not contractual commitments unless specifically included in a separate Service Level Agreement (SLA) executed between Vakamo and Customer.
12. Changes to Support Policy
Vakamo reserves the right to modify this Support Policy at any time. Material changes will be communicated to customers via email or through the support portal. The most current version of this policy is available at www.vakamo.com/legal/support-policy/ .
13. Contact Information
For support inquiries or questions about this policy:
Email: support@vakamo.com
Support Portal: support.vakamo.com
Mailing Address:
Vakamo Corporation
3500 South Dupont Highway
Dover, DE 19901
USA