Support Policy

Overview

This Support Policy describes the technical support Autonomir provides for the Services. The support level, channels and coverage available to a customer are those included in the customer’s Order.

Scope

Support covers assistance with the configuration, operation and troubleshooting of the purchased Services and their documented functionality, and guidance on using the Services as described in the Documentation.

Prioritization

Support requests are prioritized by severity, based on the impact to the customer’s use of the Services, so that higher-impact issues receive greater urgency. The response commitments, coverage hours and channels that apply to a customer depend on the support level purchased and stated in the Order.

What support does not include

Unless expressly purchased and described in an Order, support does not include:

• managed security services;
• managed detection and response;
• security operations center services;
• threat hunting;
• digital forensics or incident response; or
• outsourced IT or security administration.

Support does not transfer responsibility for the customer’s security environment to Autonomir.

Questions about this document can be sent to legal@autonomir.com. Where this document applies to an active subscription, the version referenced by or attached to your Order governs in the event of any conflict.