Norbix Support Policy
Approved upcoming policy — 19 October 2026. Published for information; not yet effective.
No effective date has been announced. The Support Policy effective 17 October 2026 and your existing accepted agreement or order continue to apply until a lawful transition. This publication does not activate new billing or support features or change an existing contract.
This replacement requires operational readiness and the applicable customer notice and transition process before taking effect. Plan at least 30 days’ notice; notice alone does not remove rights under an existing contract.
The charging rules, response clocks and trial exceptions below are approved. Hour-pack launch prices are approved for the upcoming model; operational rollout and an effective date remain pending. Descriptions of the ledger, case controls, reminders and licence-validation tolerance are proposed requirements, not a confirmation that those mechanisms are available today.
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 free-case clock starts when a case is submitted or an email reaches our support address. The Engineer clock starts with an eligible request, authorised budget and available hours, as explained below. Time outside support hours is excluded. Moving a case between channels or escalating it does not restart an existing deadline.
For example, a free paid-Managed-Service outage 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
Support has two layers. The layer is independent of deployment type (Managed Service, Self-Hosted, Enterprise) and of project capacity.
Assisted support is included with every paid Managed Service plan, every paid deployment licence and every trial. The first line is the Norbix AI assistant and automated diagnostics in Cloud. A human handles the free cases listed under Always human, always free; other Assisted cases are answered by the assistant, and the assistant can hand a probable Norbix defect to a human at no cost.
Engineer hours are an optional route for tasks needing dedicated engineering work. They are pre-paid human support time, sold in packs of 1, 5 or 10 hours, purchased in Cloud → Account → Support (or in the app). Hours belong to the account, are shared across its projects and licensed installations, and do not expire. Enterprise allocations follow the contract.
Engineer-hour pack prices
| Pack | One-time price | Effective hourly rate |
|---|---|---|
| 1 hour | €120 | €120/hour |
| 5 hours | €550 | €110/hour |
| 10 hours | €1,000 | €100/hour |
These are EUR base prices before applicable VAT or other tax. The applicable tax-inclusive total is shown before purchase. Each pack has the same response targets and charging rules; buying a larger pack does not change case priority. Backend subscriptions, deployment licences and provider usage are separate.
Charging
- We charge actual engineer work, rounded up once per case to the next 15 minutes. There is no separate 30-minute minimum.
- Chargeable work is investigation, fixes, substantive technical replies and calls by an engineer. Queueing, waiting, assistant replies, scheduled status and spend-approval updates and internal administration are not charged.
- Paid work starts only after a case budget is approved on the request form by the account owner or a member with budget permission (owner only by default). Default budget: one hour, limited to the available unreserved balance and reserved for the case. For S1 and S2 an optional, initially unselected control lets you authorise a higher aggregate maximum in advance. We notify you at the initial budget threshold and continue only within that expressly approved maximum. A remaining balance or your silence never authorises spending beyond the approved budget. No automatic purchases, no negative balances.
- Work by more than one engineer at the same time is charged per engineer against the one case budget and only with your approval.
- When a budget is used up and not extended, paid work pauses and the case returns to Assisted handling. Free human duties, statutory deadlines, already-promised incident updates and free Norbix-incident work continue regardless.
- Free cases consume no hours. If Norbix caused the problem, any hours charged are returned. Norbix assesses the cause in good faith using the case evidence and explains its decision. You can ask for a free billing review; statutory remedies remain available.
- Ordinary change-of-mind refunds of hours are not automatic. Statutory withdrawal, service remedies, billing-error refunds and the account-closure refund in the Terms remain protected, including for partly used packs.
Human response targets
| Support route | First human response |
|---|---|
| Engineer — S1: production down | 1 business hour |
| Engineer — S2: major failure, no workaround | 4 business hours |
| Engineer — S3/S4: other technical help | 1 business day |
| Free — Norbix-operated outage or urgent security incident | 1 business hour |
| Free — other paid Managed Service production outage | 4 business hours |
| Free — other protected human cases | 2 business days |
Clocks. Free-case clocks start when the request arrives. The Engineer clock starts when the engineer request arrives with available hours and an approved budget; it never waits for internal assignment. Escalating from Assisted starts that separate Engineer clock. Transfers and repeated escalation never reset an existing deadline. Automated acknowledgements and assistant replies do not count as a human response.
Incident confirmation never moves a deadline later. When monitoring or engineering triage confirms a Norbix-operated cause, the deadline becomes the earlier of the existing response deadline and one business hour after confirmation (covered hours only). A status-page entry is not a prerequisite for confirmation.
Priority. We prioritise by severity, then applicable deadline, then case age. Paid minor work never displaces an urgent free incident. Faster Enterprise commitments remain binding.
Always human, always free
These cases are handled by a person and never use engineer hours, for every customer and deployment type, including trials:
- billing errors, refunds and problems cancelling;
- licence purchase, activation and validation problems;
- data export, archive restoration and data-exit requests (see the Data Exit Policy);
- security incidents;
- a production outage of a paid Managed Service project;
- consumer withdrawal notices and dispute contact under the Terms;
- any case caused by a Norbix defect or by an outage of a Norbix-operated service.
Trials
Ordinary trial help uses the assistant, documentation and community, without a general human-response target. Trial customers can purchase engineer hours and receive the same Engineer targets, and receive the free-case targets without buying hours. Support access does not extend a trial or create additional data-retention or recovery rights; this warning is shown beside the purchase control.
Norbix incidents
An outage of a Norbix-operated service — licence validation, Cloud, licence issuing, the managed backend — is an incident, not a customer support case. The first human-response target is one business hour during covered support hours for affected customers, regardless of deployment type. Monitoring detection starts the operational incident clock; customer response deadlines are tracked separately from each request and follow the earlier-deadline rule above. Incident communication includes the status page, and incident work uses no engineer hours. A response target is not an immediate-fix or restoration-time guarantee. For Self-Hosted installations, an otherwise valid licence keeps working for the tolerance period stated in the Terms while validation is unreachable.
A first human response means someone has assessed the issue and provided a next step or requested relevant diagnostic information. An automated receipt or an assistant reply does not count as a human response. These targets are not repair deadlines.
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 Engineer targets with the hours included in its contract. Your Enterprise contract 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. Choose Request an engineer on the case, approve the case budget on the same form, and the Engineer clock starts; you can also buy hours there. 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 | Human investigations (Engineer and free human cases) | Assisted (assistant-handled) |
|---|---|---|
| S1 — Critical | Every 2 business hours | Assistant responses; human updates follow the applicable schedule once a human takes the case |
| S2 — High | Every business day | As above |
| S3 — Normal | The reply states the next update date | As above |
| S4 — Low | The reply states the next update date | As above |
Scheduled status updates are not charged against engineer hours.
Enterprise follows the Engineer 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.