Support Agreement

Support & longevity for teams running Ecotone in production.

What the Support Agreement gives you

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    Guaranteed next-business-day response (EU business hours) to critical framework defects.

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    Prioritised fixes handled ahead of the public roadmap.

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    Security advisories for the version you run.

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    A fixed term (e.g. two years) with a guarantee your version stays patched and supported for the full term, plus upgrade assistance.

How issues are handled

P1 · Critical
Framework defect causing a production outage or data loss, with no viable workaround.
Next-business-day response, prioritised fix effort.
P2 · Major
Significant degradation; workaround painful or absent.
Prioritised handling.
P3 · Minor
Defect with a reasonable workaround; limited impact.
Scheduled into a release.
P4 · Advisory
Security-advisory acknowledgement; questions on a confirmed defect.
Handled as capacity allows.

We guarantee response and prioritisation. Fixes are delivered on a commercially-reasonable-efforts basis — we commit to responding and prioritising rather than to a fixed resolution clock no honest vendor can guarantee.

What's covered

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    Framework defects in Ecotone itself

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    Security advisories for your version

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    Version maintenance & upgrade assistance

Longevity you can rely on — for the whole term

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    A binding commitment to be available and respond for the full term of the agreement.

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    Your major version line stays security-patched and defect-supported for the entire term.

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    Upgrade assistance so you can move to newer versions safely, on your schedule.

Upgrade assistance means upgrade guides, advance notice, and answers to your upgrade questions — and we treat any framework issue you hit during an upgrade as a covered defect. Performing the upgrade within your own codebase is available as consulting. Ecotone's no-breaking-changes commitment keeps upgrades low-effort by design.

Arrange a Support Agreement

Support is provided under a separate Support Agreement. Rights to use Ecotone Enterprise are governed by the Enterprise EULA. Specific terms, coverage windows and fees are set out in the signed agreement.

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