OutSystems Support Terms - subscriptions in force before Jan 1st, 2020
Last updated: Jul 28, 2021
This document applies to customers with a valid and active Subscription of the OutSystems platform.
Looking for Personal Environment support? Check this document.
OutSystems Support Terms of Use
OutSystems Support is a person-to-person, fast-response support channel staffed with experienced support engineers. This service helps maximize the value OutSystems brings to its customers by preventing and fixing gaps to the value perceived by customers, by working with them on the delivery of their PaaS service, by helping to avoid and minimize the impact of OutSystems software & PaaS misbehaviors in their activities and business goals.
Customers' entitlement to Support is regulated by the Support Terms page available here. For customers with a valid subscription in force before January 1, 2020, the sections on this page replace the matching sections in the main Support Terms page.
Support Severity Levels
OutSystems Support works with Severity Levels based on the impact of a given issue to the business of the customer. Severity levels of Support Tickets are chosen by the customers upon opening of the ticket and should reflect the business impact of the issue, according to the definition below. OutSystems Support reserves the right to reasonably question customers on the chosen severity level and to downgrade said severity as the support ticket progresses.
Response Times - First Response
The first response times for customers with a valid subscription in force between May 1, 2017 and December 31, 2019 are the following:
| Severity Level | Standard 8x5 | Premium 8x5 | 24x7 | 24x7 + TSM (*) |
|---|---|---|---|---|
|
Urgent |
4 business hours |
2 business hours |
2 hours |
1 hour |
|
High |
8 business hours |
4 business hours |
4 hours |
2 hour |
|
Normal |
2 business days |
2 business days |
2 business days |
2 business days |
|
Low |
5 business days |
5 business days |
5 business days |
5 business days |
(*) Read more about the OutSystems Technical Success Management (TSM) offer.
The first response times for customers with a valid subscription in force before May 1, 2017 are the following:
| Severity Level | Standard Enterprise support (8x5) | Extended Enterprise support (24x7) |
|---|---|---|
|
Urgent |
First response within 3 business hours |
First response within 3 hours |
|
High |
First response within 6 business hours |
First response within 6 hours |
|
Normal |
Confirmation of ticket opening within 2 business days |
Confirmation of ticket opening within 2 business days |
|
Low |
Confirmation of ticket opening within 5 business days |
Confirmation of ticket opening within 5 business days |
Service Availability
For customers with a valid and not discontinued subscription of OutSystems platform, OutSystems shall use commercially reasonable efforts to ensure an uptime of 99.9% with regard to PaaS during any given month of the Subscription Term, excluding the periods:
(i) in which any of the Parties are performing scheduled maintenance;
(ii) that result from a termination as described in of the Agreement;
(iii) that result from suspension due to overdue payments;
(iv) caused by factors outside of OutSystems’ reasonable control, including any force majeure event or Internet access or related problems;
(v) that result from any actions or inactions of customer or any third party on behalf of customer;
(vi) that result from customer’s equipment, software or other technology and/or third party equipment, software or other technology, contracted by customer;
(vii) caused by customer’s use of the Software in a manner inconsistent with the documentation or OutSystems’ guidance;
(viii) caused by customer’s use of the Software after OutSystems advised customer to modify its use of the Software;
(ix) attributable to acts by persons gaining unauthorized access to or use of the Software due to customer’s failure to maintain and control security and access to the Software;
(x) attributable to the acts or omissions of customer or its employees, agents, contractors, or vendors, or anyone gaining access to the Software and/or the Support and Updates services by means of customer’s credentials or equipment;
(xi) that result from the deployment or execution of Applications in the PaaS which, due to excessively complex or erroneous programming of said Applications, will not consistently answer user requests successfully, with a predictable term, without errors or any sort, and without behaviors susceptible of consuming excessive resources from the underlying hardware or software, or causing contention in access to said resources.
Recovery Periods
The below options are available for our PaaS customers regarding Disaster recovery:
| One | Enterprise (or) Universal | Enterprise with High Availability (or) Universal with High Availability (or) Sentry add-on | |
|---|---|---|---|
|
RTO (*) |
24 Hours |
24 Hours |
12 Hours |
|
RPO (*) |
24 Hours |
24 Hours |
1 Hour |
|
RTO (*) |
— |
High Availability add-on |
High Availability add-on included |
(*) RTO and RPO commitments in this table apply to production-type environments labeled as Production. RTO is measured from the moment OutSystems Support becomes aware of the Disaster; RPO is measured from the moment in which the Disaster occurs. For all other environments, RTO and RPO commitments are 24 hours. Depending on the Disaster, OutSystems may be able to offer multiple options; in such a situation, only one of the solutions offered needs to comply with the RTO and RPO commitments.
Support Access Periods
Support Access Periods for customers with a valid subscription in force between May 1, 2017 and December 31, 2019 are the following:
| Standard 8x5 | Premium 8x5 | Premium + 24x7 | |
|---|---|---|---|
|
Support Access Period |
8x5 |
8x5 |
24x7 |
Support Access Periods for customers with a valid subscription in force before May 1, 2017 are the following:
| Standard Enterprise support (8x5) | Extended Enterprise support (24x7) | |
|---|---|---|
|
Support Access Period |
8x5 |
24x7 |
Note: This document applies to customers with a valid and active Subscription of the OutSystems platform. OutSystems reserves the right at any time to modify this document and to add new or additional terms or conditions on the use of the OutSystems platform.