NOCTRA Customer Support Policy
How to Contact NOCTRA Support
Customers may contact NOCTRA with support requests through the following methods:
Via NOCTRA’s Support Direct Email:
Customers: support@noctratechnologies.com
Via our Product Interface:
For specific EyeOT support, please open support tickets within the EyeOT UI.
Support Service Level
Support is provided to all NOCTRA customers in accordance with the terms set forth in an applicable order with NOCTRA or a NOCTRA Partner. The response times below are contingent upon:
Customer’s maintenance of an active support contract or subscription; and
Customer maintaining an up-to-date version of the software (as described in the Product Lifecycle and Version Support tables below).
NOCTRA’s response times will be prioritized based on the Severity Levels in the chart below. A timely response and resolution of an issue, we will require the customer’s reasonable cooperation. Failure to provide requested cooperation will delay or prevent NOCTRA from resolving the issue, and NOCTRA reserves the right to downgrade the Severity Level as a result.
Severity Level | Severity Definition | Initial Response |
|---|---|---|
Severity 1 – Critical | The Product is entirely inaccessible, or unable to perform critical functions that has a serious impact on normal use and/or is causing a severe disruption to normal production-related operations. Critical issues will be downgraded to High or Medium once a workaround is available or the immediate outage has been restored. | < 4 hours |
Severity 2 – High | The Product is operational, but one or more important features or sites is unavailable and is significantly impacting delivery of the operational use of the Software. | < 8 hours |
Severity 3 – Medium | The Product is operating, but there is degradation in functionality, usability, or performance. Routine issues are classified as Medium by default. | < 1 business day |
Severity 4 – Low | There are Product-related questions or Product defects that can be circumvented without difficulty and/or have minimal disruption to the operations of the Customer. | < 2 business days |
SaaS Service Level
NOCTRA’s EyeOT service will be available 99.5% of the time, except during:
Weekly scheduled upgrades (between Sunday 08:00 AM GMT – Sunday 9:00 PM GMT);
Emergency maintenance to address a critical vulnerability or to address a customer impacting defect. These are typically < 5 minutes in duration;
Collection server outages due to hardware issues and/or customer environment or network communication issues;
Any Amazon Web Service (AWS) downtime or scheduled maintenance;
Any network communication issues between the customer’s users or systems and NOCTRA’s systems;
Other outages outside of the control of NOCTRA such as a force majeure event;
Customer suspension due to customer’s breach of their agreement.
NOCTRA’s EyeOT service will be considered available if the customer is able to login to the service and query assets, alerts or vulnerabilities.
Full Support
For one (1) year post the general availability of a major or minor release, NOCTRA will provide full support for the version. Full Support includes troubleshooting, product fixes for field bugs, and/or security updates. Any software fixes may be delivered in some combination of updates, maintenance releases, or as follow-ons to major or minor releases at NOCTRA’s discretion and depending on the nature and impact of the issue.
Extended Support
After Full Support has concluded per the below tables, NOCTRA will provide Extended Support for an additional six (6) months. Extended Support will be limited to best-effort troubleshooting, workarounds, and mitigating critical (CVSS 9+) security vulnerabilities. If a field bug is fixed in a later version, NOCTRA support will direct customers to upgrade to a more current version or release of that product.
End of Life
Once a product has reached its End of Life, no new fixes will be made to the product. Resolution of any issues will first require the customer to upgrade to a currently supported version of the product.
