Norbix Support Policy
Effective 17 October 2026.
This policy explains how to contact Norbix support, when to expect a first human response, how cases are escalated and how often we provide updates. It covers Managed Service, Self-Hosted and Enterprise support.
Support hours
Support is available Monday–Friday, 09:00–17:00 Europe/Vilnius, excluding Lithuanian public holidays. These hours follow local daylight saving time.
A business hour is an hour within this coverage. A business day means eight covered hours. Only covered hours count towards response and update targets.
The response clock starts when a case is submitted or an email reaches our support address. Time outside support hours is excluded. Moving a case between channels or escalating it does not restart the clock.
For example, a Managed Service Standard critical case received on Friday at 16:00 has a first-response target of Monday at 12:00, provided Monday is not a Lithuanian public holiday.
Support levels and response targets
Standard support is included with every paid Managed Service tier. Priority support applies when included in your support plan or agreement. Priority is an account support level, separate from project capacity and computing resources.
| Severity and impact | Managed Service Standard | Managed Service Priority | Self-Hosted |
|---|---|---|---|
| S1 — Critical: production is down | 4 business hours | 1 business hour | 5 business days |
| S2 — High: major functionality is broken and no workaround exists | 1 business day | 4 business hours | 10 business days |
| S3 — Normal: a workaround exists, or you have a setup, billing or general technical question | 2 business days | 1 business day | 15 business days |
| S4 — Low: a minor issue or feature request | 2 business days | 1 business day | 15 business days |
A first human response means someone has assessed the issue and provided a next step or requested relevant diagnostic information. An automated receipt does not count.
These are initial-response targets. Time to fix an issue depends on its cause and the investigation. A response to a feature request does not promise implementation or a release date.
Enterprise support
Enterprise uses the same commitments as its applicable Managed Service support level. Your Enterprise contract identifies that level and may agree faster response targets, custom coverage or a different update schedule.
Enterprise support includes a named technical contact and escalation contact. The agreement defines responsibilities for Norbix software, deployment, upgrades and customer infrastructure.
Future coverage options
24/7 support remains a future option and is outside the current support offering. The business hours above apply unless your Enterprise agreement expressly sets different coverage. Any future 24/7 arrangement requires a separate agreement.
Contacting support
Use Cloud → Support → Open a Case to open a case and keep the conversation in one place. If Cloud is inaccessible, or you cannot use its support case route, email support@norbix.ai. The same support hours apply to email.
Include the project or installation, the impact on your users, when the issue began, any error or request IDs and the steps needed to reproduce it. If a case already exists, include its ID and continue that conversation. Keep passwords, API keys and other secrets out of case messages and email.
Enterprise customers can also use the named technical and escalation contacts in their agreement. Keep decisions and investigation updates linked to the case so the support team has the full history.
Case ownership and escalation
Each case has an accountable owner who coordinates the response and keeps you informed. Critical incidents go to the engineer responsible for the affected service as soon as they are triaged.
If a response target is at risk, the case is escalated to the technical lead or founder. A missed response target is escalated immediately during support hours, with an update explaining the next step.
You can request escalation by replying in the existing case or email thread. Include the case ID and explain any change in business impact. Escalation does not restart the response clock.
Investigation updates
After the first human response, we provide updates during an active investigation on the following schedule:
| Severity | Managed Service Standard and Priority | Self-Hosted |
|---|---|---|
| S1 — Critical | Every 2 business hours | Every 5 business days |
| S2 — High | Every business day | Every 5 business days |
| S3 — Normal | The reply states the next update date | Every 5 business days |
| S4 — Low | The reply states the next update date | Every 5 business days |
Enterprise follows its applicable Managed Service schedule unless its contract specifies a faster or custom schedule.
Each incident update explains the current impact, the action underway or blocker, any workaround and when to expect the next update. We send scheduled updates even when there is no new finding. Update intervals count only covered hours; they do not require overnight, weekend or holiday updates.
Scope of these commitments
This policy sets support response and communication targets. Any uptime, backup, recovery or service-credit commitments require separate agreed terms. Enterprise contract terms govern any expressly agreed differences to this policy.