Support Policies

Service Levels

Service map

The following table summarizes the benefits and maps them to the respective product tiers:

Description

Extended and long-term support builds

We provide continued maintenance for older versions of our products, even after newer versions are released. This ensures you can keep using a version that meets your needs without being forced to upgrade and risk potential breaking changes, while still benefiting from critical bug fixes and security updates.

• Extended support builds are available for up to six months after the release of the next version.
• Long-term support (LTS) versions are maintained for two years, provided the underlying .NET SDK or Visual Studio versions remain supported by Microsoft. Longer support terms may be negotiated on a case-by-case basis.

For more details, see Versioning and Servicing Phases.

Full source code access

We will grant access to the source code of premium packages through a private GitHub repository, with rights to edit and build:

• Metalama.Premium for premium features.
• Metalama.ExtendedSupport, a fork of the Metalama repository with an extended maintenance term.

Escalate issues

At your request, we will increase the prioritization of bug fixes and small feature requests.

Ticket response time

We guarantee that a senior engineer will review support requests within the specified number of business days, depending on your support level.

Advisory calls

We provide direct access to Metalama's founder and developers for consulting or code reviews beyond the usual support scope.

The number of entitled hours varies by support level. This benefit is subject to availability, as some periods of the year may be too busy to accommodate long advisory calls.

Open-source sponsorship

At your request, we will publicly recognize you as a sponsor of the Metalama open-source projects on GitHub and our website.

Private Slack/Teams channel

We will provide access to a private Slack or Teams channel for support and direct communication with our core team.

Video calls

We will offer remote assistance through video calls with senior developers and architects.

Remote debugging

We will debug our products directly within your environment, eliminating the need for you to isolate complex issues in a standalone project or transfer confidential intellectual property.

Skip-the-line bug fix releases

We will deliver immediate bug fix releases instead of adhering to the normal release cycle.

Technical contacts

We will allow designated contacts to access support services, including:

• Submitting support tickets via our portal or email.
• Contacting us via Slack or Teams (if applicable).
• Accessing premium source code via GitHub.

All contacts will have the same privileges. You can update the contact list twice a year.

EULA amendments

We will collaborate with your legal team to discuss potential amendments to the End User License Agreement, potentially increasing our professional responsibility.

Security/GDPR/vendor forms

We will assist in completing various security, GDPR, and vendor forms.

Regression shield

At your request, we will integrate your test suite into Metalama's CI/CD pipeline to catch regressions before release.

License Audit Waiver

At your request, we will provide license keys that prevent our products from performing audits of your usage. This ensures that no traffic is sent from our products to our servers ("call home"), offering complete privacy and compliance with your internal policies.

Product Map

Here is how our products map to the service levels:

Remediation

If we fail to meet our SLA commitments, customers with a support level from E1 to E4 will be eligible for a one-month subscription credit for each month in which a commitment was not met. This credit must be explicitly requested by the customer at the time of subscription renewal.