Every active subscription includes Updates and Support, with response targets set by Edition. This policy is part of the Master Software License and Services Agreement between Absorb.dev LLC ("Absorb") and each customer.
1. What is included
- Updates: bug fixes, security patches, and new releases for the licensed Edition.
- Support: help with installation, configuration, policy authoring, upgrades, and diagnosing defects in the Software.
- Security advisories for vulnerabilities affecting supported releases.
2. Channels and hours
The Community edition has no support entitlement or response targets. Support requests go to [email protected], or to a shared channel if the Order Form includes one. Business Hours are 08:00 to 18:00 UTC, Monday to Friday, excluding public holidays. Severity 1 coverage outside Business Hours applies only where the table in Section 4 says so.
3. Severity levels
| Severity | Definition |
|---|---|
| 1, Critical | Production is down or unusable, or a security vulnerability is being exploited, with no workaround |
| 2, High | A major function is impaired in production, and no reasonable workaround exists |
| 3, Medium | A function is impaired, but a workaround exists, or a non-production issue blocks work |
| 4, Low | A question, documentation issue, cosmetic defect, or feature request |
4. Response targets
| Severity | Team | Business | Enterprise |
|---|---|---|---|
| 1, Critical | 1 business day | 4 business hours | 1 hour, 24/7 |
| 2, High | 2 business days | 1 business day | 4 business hours |
| 3, Medium | 3 business days | 2 business days | 1 business day |
| 4, Low | 5 business days | 3 business days | 2 business days |
Targets measure the time to a first substantive response, not to resolution. For Severity 1 and 2, Absorb works continuously during covered hours until a fix or workaround is available. Missing a target is not a breach unless the Order Form sets a service credit.
5. Supported releases
Absorb supports the current major release and the previous major release for 12 months after the current one ships. Security fixes are provided for supported releases only. Customers on unsupported releases may need to upgrade before Absorb can resolve an issue.
6. Customer responsibilities
Customers must name up to 2 support contacts (Team), 4 (Business), or 8 (Enterprise). They must provide a clear description, severity, release number, relevant logs with personal data and credentials redacted, and reasonable access to staff who can reproduce the issue.
7. Exclusions
Support does not cover modified Software, unsupported releases, third-party products, customers' own APIs or AI agents, infrastructure outside the Software, or issues caused by use in breach of the Agreement. Absorb may help with these at its then-current professional services rates.
8. Security vulnerabilities
Absorb assesses reported vulnerabilities using CVSS and aims to release fixes for critical issues within 7 days and high issues within 30 days of confirmation. Customers are notified through security advisories. Report vulnerabilities to [email protected].