At Opsta, we are committed to providing reliable and comprehensive support for all our software products throughout their lifecycle. This policy outlines the different phases of support and the services available to our customers.
This phase includes comprehensive technical support, bug fixes, security patches, minor feature updates, and regular maintenance. Users receive full access to documentation, community forums, and direct support channels during business hours.
After the general support period ends, extended support is available for purchase at a premium rate. This phase provides critical security updates, major bug fixes, and limited technical support. New feature development is discontinued, but existing functionality is maintained.
When a product reaches its end of life, all official support ceases. However, customers who require continued assistance can purchase basic support services, which include emergency fixes for critical issues and consultation services on a case-by-case basis. Migration to newer solutions is strongly recommended during this phase.
We offer two comprehensive support solutions to meet different business needs:
| Features | Standard Support Solution | Premium Support Solution |
|---|---|---|
| Service Support for Incident | 8x5 | 24x7 |
| Ticket, Email, telephone, and remote support | ✓ | ✓ |
| Unlimited tickets support per month | ✓ | ✓ |
| Preventive Maintenance | - | 1 time per year |
| Critical Patch Update (not including major version upgrade) | ✓ | ✓ |
| Meeting, Consult (cannot be accumulated) | - | 1 time per month |
| Pro-active alert (Optional) | - | ✓ |
| Monthly Report | - | ✓ |
| Preventive Maintenance Reports | - | ✓ |
All support packages include multiple communication channels:
Premium support includes proactive system maintenance to prevent issues before they occur, performed once per year by our expert team.
Both packages include critical security and bug fix patches. Major version upgrades are handled separately and may require additional consultation.
Premium support customers receive one consultation session per month to discuss system optimization, best practices, and strategic planning.
Premium support includes:
For questions about our software lifecycle policy or to discuss support options:
This policy ensures transparency and helps our customers plan their software lifecycle management effectively. For the most current version of this policy, please contact our support team.