Customer Support Policy
December 1, 2025: We have updated our Customer Support Policy to version 3.0. If you are a new customer, this version of the policy is effective starting December 1, 2025. If you are an existing customer, you will continue to receive support under your current agreements and version 2.1 of the policy until August 1, 2026 or the date of your next renewal, whichever occurs later, at which time the updated policy will apply. You can access version 2.1 of the policy in the Trust Center.
(version 3.0)
Introduction
This Customer Support Policy outlines the core elements of Auvik’s customer support services — how to contact the Auvik Technical Support Team, the levels of service available, and how support requests are prioritized and resolved.
Auvik has three tiers of Customer Support Services:
| Included Support | Provided at no additional cost; support is offered without committed response times, designed for self-sufficient users. |
|---|---|
| Standard Support | Paid support tier with defined Service Level Objectives (SLOs), access to live chat and extended business-hour coverage. |
| Preferred Support | 24/7 paid support tier offering our fastest SLOs, proactive account review, and trend reporting. |
Customers that do not choose to purchase one of the paid support tiers can access our Included Support Services tier.
1. Included Support
Availability
Support is available Monday to Friday, 4 AM to 10 PM ET (excluding company holidays).
Access Methods & Inclusions
- Ticket submission via the Auvik Support Portal – available 24/7
- Access to Auvik’s Knowledge Base and Support Portal – available 24/7
- AI-powered search features within the Product and KB – available 24/7
Service Expectation
Responses will be provided based on resource availability. Auvik endeavours to provide response times comparable to the SLOs for Standard Support whenever possible.
2. Standard Support
Availability
Support is available Monday to Friday, 4 AM to 10 PM ET (excluding company holidays).
Access Methods & Inclusions
- Live Chat with Support team during Monday to Friday, 4 AM to 10 PM ET (excluding company holidays)
- Ticket submission via the Auvik Support Portal – available 24/7
- Access to Auvik’s Knowledge Base and Support Portal – available 24/7
- AI-powered search features within the Product and KB – available 24/7
Service Level Objectives (SLOs) for Standard Support:
| Priority Level | Initial Response | Next Reply | Description |
|---|---|---|---|
| P1 | 1 hour | 4 hours | Service substantially fails to perform; no workaround available. |
| P2 | 2 hours | 8 hours | Major degradation; high-impact features affected; workaround available. |
| P3 | 1 business day | 2 business days | Moderate impact; workaround available. |
| P4 | 1 business day | 2 business days | Feature request or general inquiry. |
3. Preferred Support
Availability
Support is available Monday to Sunday, 24×7 (excluding company holidays).
Access Methods & Inclusions
- Quarterly Support Trends Report summarizing incident patterns and recommendations
- Proactive Support review by a senior support specialist
- Live Chat with Support team during Monday to Friday, 4 AM to 10 PM ET (excluding company holidays)
- Ticket submission via the Auvik Support Portal – available 24/7
- Access to Auvik’s Knowledge Base and Support Portal – available 24/7
- AI-powered search features within the Product and KB – available 24/7
Service Level Objectives (SLOs) for Preferred Support:
| Priority Level | Initial Response | Next Reply | Description |
|---|---|---|---|
| P1 | 30 minutes | 2 hours | Service substantially fails to perform; no workaround available. |
| P2 | 1 hour | 4 hours | Major degradation; high-impact features affected; workaround available. |
| P3 | 1 day | 2 days | Moderate impact; workaround available. |
| P4 | 1 day | 2 days | Feature request or general inquiry. |
Service Level Objectives – Scope and Application
(Applies to Standard and Preferred Support tiers)
SLOs apply to issues related to documented product functionality and supported configurations as described in Auvik’s public documentation.
SLOs do not apply to issues requiring engineering involvement or relating to:
- Software defects or bugs.
- Undocumented behaviours.
- Enhancement requests or new feature development.
- Site maintenance requested by clients.
Actual response and resolution times may vary depending on issue complexity, customer responsiveness, and other operational factors.
When Support Requests Require Engineering Involvement
If a Support request requires Engineering assistance, Auvik’s internal escalation process is followed. Published Support SLOs no longer apply at this stage. Engineering work is managed through Auvik’s release and maintenance process.
| Resolution Process | Resolution Process for Severity Level 1 Issues: (1) Trouble Ticket opened. (2) Assign an engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. Resolution Process for Issues of Severity Levels 2, 3 and 4: Trouble ticket is reviewed and prioritized according to severity, engineering resources and/or current development roadmap.Note that resolution can take many forms including but not limited to: a workaround, code update, or user training. |
|---|---|
| Scheduled Outages | Scheduled Outages are usually scheduled on Saturdays and run from 7 am – 10 am ET. Customers are usually notified about all outages (scheduled and unscheduled) via email. |
| Service Maintenance | Service maintenance includes maintenance releases, enhancements, new versions, additions, and modifications to the Service that it provides to all customers under support for no additional fee. |
Access to Customer Data
Customers control access to their data. Customers may enable or disable Auvik support access from within the product dashboard as outlined in Auvik’s knowledge base (here). To facilitate troubleshooting, Auvik support access is enabled by default for all customer accounts.
Exclusions
Our customer support does not include support of any non-Auvik products, services or technologies.
[Effective December 1, 2025]