Support is always included with SAFR products, but additional value comes with a Support and Updates (SUP) agreement. This article describes the differences between freely available SAFR product support and the optional paid SAFR Support and Updates (SUP) agreement.
Support provided without a SUP contract (always free):
- 1 year included: Every new SAFR license includes one year of software updates and Tier 3 support at no cost.
- Documentation & training: Free access to online self-paced training, product documentation, and our searchable knowledge base.
- Security & defects: Ongoing software patches for security vulnerabilities and verified software/firmware defects, regardless of contract status.
- Hardware warranty: Hardware issues are covered under the product warranty (3 or 5 years).
Benefits of a SUP contract:
- Frequent enhancements: Access to new features and product improvements (typically released every ~2 months).
- Expert technical support: Direct access to Tier 3 and Tier 4 engineers by phone and email beyond the first year.
- Ongoing compatibility: Coverage for support related to configuration, dependent software/OS updates, or integration changes.
Our approach to support:
We strive to be flexible and fair. If a customer without SUP coverage contacts us, our team will:
- Evaluate the issue and determine whether it’s a configuration question, product defect, hardware issue, or security matter.
- Provide support at no cost if the issue is a verified product defect, security vulnerability, or hardware failure under warranty.
- Recommend a SUP contract if the issue is configuration-related or due to changes in operating systems, third-party software, or integrations.
- Share documentation links or guidance when that may resolve the issue.