Support terms and service level agreements (SLA) for OutSystems software

Types of Support Tickets

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Support tickets are classified into one of three types of ticket. Each type is handled differently:

• Request. We have a set of Service changeswhich may be available depending on a customer’s product configuration, which can be requested by customers.
• Incident. Use an Incident ticket if you are experiencing an issue with the OutSystems platform. Refer to the Support Severity Levels & Response Times below to understand how OutSystems deals with Incident tickets.
• Question. Use a Question ticket if you have questions on the expected behavior of the OutSystems platform or on a specific service you wish to activate for your subscription. Questions are treated as Low severity.

Contact Channels

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You can contact OutSystems Support using one of the channels below:

Depending on the channel you choose, you can contact OutSystems Support in the periods specified below:

Technical Contacts

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Only technical contacts named by your company can submit Support Tickets and interact with Support. An explicit authorization procedure must be followed when people who are not registered as technical contacts wish to start submitting Support Tickets on behalf of your company.

Your company can add unlimited technical contacts to the company account. Your company can delegate the ability to add further contacts to any other technical contact.

To add a technical contact for your company:

• Have the person register in the OutSystems Community;
• In your company's OutSystems Support account, provide the email the person used to register. The email can be a company address, a personal address, or another company's address. For example, from a contractor.

We strongly recommend setting your technical contacts immediately after acquiring an OutSystems subscription. This prevents delays in sensitive situations, allows for the correct distribution of responsibilities across your organization and creates redundancy (in case people leave your company or switch roles internally).

Technical contacts are expected to be knowledgeable with OutSystems and specifics related to software installations and Support. Having knowledgeable technical contacts makes interactions with OutSystems Support faster and more efficient for both your company and OutSystems, accelerating ticket resolution. Online self-training is available to onboard your technical contacts into OutSystems.

In some cases, OutSystems will open a ticket on behalf of a customer.

Language

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You can communicate with OutSystems Support in English.

Support in other languages is provided on a best-effort basis and subject to staff availability.

Service Availability

OutSystems defines service Uptime as the availability of the production application runtime environments or stages.

Monthly Uptime Percentage is calculated as 100% minus the percentage of Downtime minutes out of the total minutes during that calendar month. Downtime minutes are counted as the number of minutes the Application runtime is not accessible to end users during the Support Access Periods the customer is entitled to. Where the Customer has more than one production runtime environment (used throughout these Support terms for OutSystems 11) or stage (used throughout these Support terms for OutSystems Developer Cloud), Uptime is calculated as the average of the availability of all such runtimes.

Service Remedy: Upon Customer’s timely notice to OutSystems in accordance with the Service Credits Claims process set forth below, if the availability of the OutSystems platform (measured separately for each Software product licensed by Customer when multiple Software products are licensed) for the month falls below the applicable Monthly Uptime Percentage commitment (Service Uptime exclusions apply), then OutSystems will credit to Customer for the next subscription renewal a portion of the subscription fees (measured separately for each Software product licensed by Customer when multiple Software products are licensed), prorated for the month where such failure occurred, as follows (each a "Service Credit").

Service Credit Claims: In order to be eligible to receive a Service Credit, Customer must request such Service Credit from OutSystems no later than thirty (30) days following the end of any month in which Customer believes that the uptime commitment was not met. Service Credits not requested within such thirty (30) day period will be automatically forfeited. Service Credits shall be Customer's sole remedy for OutSystems failure to meet the uptime commitment. Service Credits shall not be redeemable for cash.

OutSystems may provide, through its published product documentation or through Support, Customer Success, or other services, guidelines to help achieve optimal performance, scalability, and maintainability of the Customer’s applications. The Customer acknowledges that its adherence to such guidelines is an important factor in OutSystems’ ability to deliver optimal performance and that its failure to adhere to such guidelines may impact OutSystems’ ability to provide the Support services and to meet its Service Level Agreements.

RPO and RTO

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OutSystems’ processes mitigate the risks associated with the failure of a single availability zone and is based on 3 key concepts:

• Recovery Point Objective (RPO) is the maximum possible interval of time before a disaster to which you may need to roll back your system. All data changes from the moment of the disaster backward until RPO time are assumed to be lost in the event of a disaster.
• Recovery Time Objective (RTO)  is the maximum possible interval of time between the moment of a disaster and the moment where the system is back up and fully functioning in the status defined by your RPO. The system is assumed to be down from the moment of the disaster until RTO time after the disaster.
• Disaster is a disruption to the service from which the system design is prepared to recover. Disruptions from which the system is not prepared to recover are considered force majeure, and the consequence of such disruption is not foreseen in the business recovery strategy. The OutSystems platform system design is not prepared to recover from a failure of multiple availability zones and therefore such events are considered force majeure.

The below image and example helps clarify these concepts:

In the example above,

• An RPO of 1 hour means you recover the status of your system from the snapshot of the status 1 hour before the disaster.
• An RTO of 4 hours means you recover the system 4 hours after the disaster happened.
• In summary, with an RPO of 1h and an RTO of 4 hours, you recover the system 4 hours after the disaster, to the status it had 1 hour before the disaster. In total, you lose 5 hours of business value.
• The above example applies to Disasters for which a recovery strategy exists.

The RTO and RPO SLAs apply for our OutSystems 11 Cloud and OutSystems Developer Cloud customers:

^(*) RTO and RPO commitments in this table apply to production runtimes. 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 or stages, 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.

Service Uptime Exclusions

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For customers with a valid and not discontinued subscription of the OutSystems platform, OutSystems shall use commercially reasonable efforts to ensure the applicable service uptime for OutSystems 11 Cloud and OutSystems Developer Cloud in accordance to their edition, in any given month of the Subscription Term, excluding the periods:

Force Majeure

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Force Majeure are unforeseeable circumstances that may prevent OutSystems from complying with its obligations concerning Service Availability. Although force majeure events fall outside OutSystems’ control, OutSystems will use all reasonable commercial efforts to recover the service for its customers.

Force majeure events are defined for each customer in its Master Subscription Agreement.

Scheduled Maintenance

From time to time, OutSystems will perform maintenance. These maintenance tasks update the OutSystems Software to ensure you benefit from new capabilities and improvements and that you avoid interruption and risk from defects or vulnerabilities.

In the event of Scheduled Maintenance:

• OutSystems will use commercially reasonable efforts to notify Customers with at least 2 business days in advance.
• OutSystems will notify all technical contacts associated with the company via email.
• Whenever possible, upon Customer’s request OutSystems will reschedule the maintenance task.

For Scheduled Maintenance relating to security vulnerabilities, OutSystems reserves the right to temporarily suspend customer applications which OutSystems determines are at significant risk of a security incident due to customer’s failure to install Software Updates provided by OutSystems which remedy a critical or high security vulnerability, as determined by OutSystems in its reasonable discretion, until such time as customer has installed the Software Updates required by OutSystems to remedy the applicable vulnerability. The time period of such suspension will be considered a Service Uptime Exclusion.

Scalability of Instances

OutSystems reserves the right to, in its sole discretion, scale up and scale down all OutSystems 11 Cloud and OutSystems Developer Cloud instances, both horizontally and vertically, to efficiently support the deployment of licensed OutSystems Software, applications and licensed entitlements. In addition, additional scaling at the request of a customer may be available for a fee.

There is a list of service changes available upon request for OutSystems 11 Cloud customers.

Support Severity Levels & Response Times

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 adjust the severity selected by customers as the support progresses.

Severity Levels

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The table below describes each of the severity levels available for Incident tickets and the environment for which the ticket can be open under that severity:

First Response and Subsequent Responses

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First response means that OutSystems Support has analyzed the incident you reported, has performed initial analysis of your incident and will contact you with an indication of a remediation action for your incident, a request for additional information to better understand your incident or another relevant technical update to the case.

OutSystems Support will provide the first response to your Support Ticket according to the table below:

After the first response, OutSystems Support will work on each ticket according to its current severity towards resolution. Depending on the Customer’s support level, OutSystems will, whenever possible, endeavor to provide the following:

⁽¹⁾ Or as agreed between OutSystems and the customer on a ticket-by-ticket basis.
⁽²⁾ Or as relevant progress occurs.

Support Access Periods

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Support access periods depend on the level of support acquired by the customer and on the registered location of the customer:

• 8x5: customers are entitled to support during business days and business hours only;
• 24x7: customers are entitled to support at any moment of any day.

Customers have access to 8x5 or 24x7 support according to the table below:

• OutSystems Business Days are Monday through Friday, except January 1 and December 25, for our customers worldwide. Customers in the Middle-East region have Business Days Sunday through Thursday (if their country works in Sun-Thu weeks).
• OutSystems Business Hours depend on customer location:
  • 5 AM to 5 PM PST (Pacific Standard Time) for customers headquartered in North, Central, and South America;
  • 8 AM to 6 PM BRT (Brasília Time) for customers headquartered in Brazil;
  • 7 AM to 5 PM SGT (Singapore Time) for customers headquartered in countries in the Asia-Pacific region;
  • 9 AM to 5 PM JST (Japan Standard Time) for customers headquartered in Japan;
  • 8 AM to 5 PM GST (Gulf Standard Time) for customers headquartered in countries of the Middle- East region with Sun-Thu working weeks;
  • 8 AM to 7 PM WET (Western European Time) for customers headquartered in Europe, Africa and all other countries not considered elsewhere;
  • 9 AM to 5 PM IST (India Standard Time) for customers headquartered in India.

Solving Support Tickets

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OutSystems Support follows an ITIL-like approach to solving Support Tickets, focused on customer value first. This means that we will focus on restoring service/value to the business, without forgetting the need to contribute to the continuous improvement of the service we deliver to customers.

After you open a Support Ticket, a support engineer will work with you to identify and resolve your issue. The resolution provided by OutSystems may include one or more of the following:

• A Fix of the OutSystems Software;
• A mutually agreed workaround that mitigates the situation, even if further investigation may be needed to reach the root cause of the situation (e.g., under the Problem Management motion);
• Another remedy, such as a reconfiguration of the Software.

We consider Support Tickets resolved if any of the following occurs:

• Your issue is fixed or an appropriate workaround has been identified. Further investigation may be needed under the RCA motion;
• The source of the issue lies with third-party software or hardware components. In this case, OutSystems will continue to help as deemed appropriate by OutSystems Support management as you work with the third party on resolution;
• You do not respond to a query or request from us for more than 12 business days;
• You choose not to pursue troubleshooting of the issue;
• It is not possible to obtain the elements needed for troubleshooting using reasonable effort.

For issues that reoccur you may open a new Support Ticket that refers to the previous one.

As a rule, OutSystems provides Support and Updates from its offices only. Remote assistance with internet-based conferencing tools is available and will be used only when deemed necessary by the support engineer and such use is requested by the Customer.

OutSystems Support works on support tickets according to their severity as follows:

• Urgent and High severity cases are worked during the periods in which the customer is entitled to Support (8x5 or 24x7). For these cases, telephone / synchronous communication can be expected during those periods.
• Normal and Low severity cases are worked Monday-Friday (except Jan 1 and Dec 25). For these cases, electronic/asynchronous communication can be expected.

When resolving a support ticket, the priority for OutSystems Support is removing the impact that an incident is having on customer activities. For that reason, OutSystems Support works with the Customer in order to resolve an incident prioritizing workarounds or remedies such as reconfiguration of the Software. Production of fixes to OutSystems Software outside of a Monday-Friday period will only happen in association to an Urgent or High case, if no workaround or remedy such as reconfiguration of the Software is available, and if the End Customer is entitled to 24x7 supportOutSystems Business Hours.

Help Us Help You

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To speed up the troubleshooting of your incidents, be sure to include the below information in your communications:

• End Customer Name: the owner of OutSystems Platform with the incident;
• Activation Code: the infrastructure unique identifier. Learn how to find the Activation Code for your infrastructure;
• The version of the OutSystems Platform;
• The incident you are experiencing, and steps to reproduce the incident. Learn how to troubleshoot frequent incidents;
• What you think is the severity level of your incident, and why.

When you use Support Portal to open your support cases most of the information above is automatically filled in. Even when submitting Urgent tickets, you should open it initially via Support Portal and then phone Support for expedited assistance.

Be sure to accurately explain the situation you are experiencing so that our support engineers can help you solve your incident quickly. Also, make sure you are available in case our support engineers need your assistance for further troubleshooting.

Support Level Availability

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Each edition of OutSystems comes with an included Support level:

^(*) Customers with Success Plan Premier Plus service get an improved Support level.
Note: this table applies only to customers with a valid Subscription in force after January 1, 2020. Customers with a subscription in force before that date should consult the prior terms for support response times.

Escalating Support Tickets

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OutSystems has an implemented Escalation Management practice that ensures we resolve tickets maximizing value for our customers. You can escalate a ticket when you feel that either:

• Your ticket has become more severe or should have a higher severity level; or
• We are not resolving your support case appropriately; or
• Response Times are not being adhered to First Response and Subsequent Responses.

Before you request escalation, make sure that you have opened a Support Ticket. The information on the ticket must enable us to understand:

• The severity of the issue for your business.
• Why OutSystems must work on the issue with higher urgency.

When you escalate a ticket, the support team is trained to trigger internal escalation within the management of OutSystems Support, following our practice.

Scope of OutSystems Support

OutSystems Support covers development and production issues for OutSystems platform deployments, covering for you in situations such as:

OutSystems Support does not include:

Additionally, OutSystems shall have no obligation to support:

OutSystems documents the correct usage and expected behavior of the platform in its public documentation.

Software Updates

Types of Updates. OutSystems provides three types of Software Updates:

• Patches are maintenance updates that fix defects and vulnerabilities;
• Releases are incremental updates to an existing major version that introduce minor new features or improve existing features in incremental ways; and
• Major Releases are evolutionary updates that introduce significant improvements and changes.

Both releases and major releases may contain changes that break existing customer applications.

Rights to Updates. Software Updates are available to customers with a valid and active Subscription. Patches and new Releases are available for customers which have applications running on the most recent Release, unless otherwise agreed by OutSystems. For customers which have applications running on older Releases or Major Releases, technical assistance with troubleshooting is available through Support to assist those customers in migrating their applications to the most recent Release and Major Release.

Learn more about Software updates on the Product Lifecycle information page.

Installation of Updates. OutSystems takes care of installing Updates in all environments for customers running on OutSystems 11 Cloud or OutSystems Developer Cloud. Customers only have to update their applications. For OutSystems 11 Cloud, OutSystems will schedule the timing of each Update with each Cloud customer. For OutSystems Developer Cloud, OutSystems will notify customers when Updates are occurring if those Updates will result in Scheduled Downtime. When a version of the OutSystems Software reaches the end of mainstream support, OutSystems will schedule mandatory upgrades of OutSystems 11 Cloud or OutSystems Developer Cloud, as applicable, to a supported version.

Customers using OutSystems 11 Self-Managed are responsible for installing Updates to those environments and updating their applications. You can find new Software Updates in the Downloads area of the OutSystems website. You may also request an Application Upgrade service from OutSystems or from one of our partners (fees not included with your subscription).

Updates for Security Vulnerabilities. For Updates needed to fix Critical and High security vulnerabilities (determined in accordance with OutSystems Public Vulnerability Policy), OutSystems may require both OutSystems 11 Self-Managed customers to Update their environments by the deadline communicated by OutSystems. If a required deadline is communicated by OutSystems for OutSystems 11 Self-Managed customers, customers must install the required Update in their environments by the deadline. For OutSystems 11 Cloud customers, this update will be installed by OutSystems on the date scheduled with the customer. For OutSystems Developer Cloud customers, Updates are applied automatically by OutSystems, but OutSystems will coordinate with customers where any Updates require a customer to make changes to its runtime applications. In urgent cases, OutSystems reserves the right to install Critical security vulnerabilities on a predetermined date previously communicated to the customer, within Scheduled Maintenance windows, with or without customer confirmation, to ensure platform stability and security.

You should plan your update carefully to have a minimal business impact. When a Software Update impacts existing applications, OutSystems will provide a technical note with update strategies. See Upgrade OutSystems Platform for details.

End of Support for Older Software Versions

OutSystems supports each major Software version for a minimum of 2 years from the original release date. Customers with a valid Subscription are entitled to regular Support and Updates until OutSystems discontinues such Software Version.

OutSystems plans for the discontinuation of a version from the moment it is released; customers can consult the Product Lifecycle information page to understand the timelines for discontinuation of their current version and plan accordingly.

When support ends for a particular Software Version is discontinued, OutSystems is no longer able to release Updates to such version. Customers with a valid Subscription are still entitled to open Support Tickets for a Software Version that reached the end of mainstream support, but:

• OutSystems cannot guarantee a response within the defined SLA;
• Ticket resolutions will only include advice or workarounds (when available);
• When a fix is needed to resolve a ticket, OutSystems will only provide such fix in an Update for a currently supported version. In this situation, the customer will have to upgrade their platform to a version under mainstream support;
• Availability SLA for the OutSystems 11 Cloud or OutSystems Developer Cloud is not guaranteed.

Licensing and Commercial Inquiries

Licensing and Commercial Inquiries

• Explore the Licensing area of the Support knowledge base;
• Contact your sales representative or account manager.

If you don’t have an account manager or don’t know the contacts of your sales representative, please use the contact form at outsystems.com/contacts/.