Support Policy

We have your back! We are here to help with any issues you may have. Contact us.

Our preferred method of contact is via e-mail. If the issue cannot be resolved via e-mail, then we can arrange MS Teams or Zoom meetings at a suitable time. You can also contact us via phone if the matter is urgent. For minor issues, it may be worthwhile consulting our extensive documentation.

Support Availability & Service Levels

1. Support Scope

We (Rensen Information Services Limited) provide technical support for our software for you (the license holder), provided that you have an active software subscription or current support & maintenance agreement.  Support is limited to the functionality of the software within your on-premises or cloud environment. Management, troubleshooting, or uptime of the underlying operating environment or cloud infrastructure, networking, or external services are excluded. The suppport period for older software versions may end when a new version is available. You are entitled to software updates at no charge while your subscription or support & maintenance agreement is active.

2. Standard Support Hours

Technical support is available during New Zealand Standard Business Hours, Monday to Friday, between 9am and 5pm, excluding public holidays in Auckland, New Zealand. We do not offer 24x7, weekend, or on-call emergency support. As we are well aware that New Zealand business hours may fall outside of your own business hours,  we will endeavour to accomodate out-of-hours and emergency support for you on a case-by-case basis after prior request via e-mail at no extra cost.

3. Response Time Targets

While we strive for rapid same-day resolution, support is provided on a best-effort basis. The following non-binding targets apply to support requests received via e-mail:
Acknowledgement: Within 1 business day.
Initial Technical Review: Within 1 – 2 business days.

4. Your Responsibilities

As a self-managed installation or Kubernetes deployment, you acknowledge that you are responsible for ensuring that the installation environment meets the minimum resource requirements for Dataristix and your intended work load, for initial troubleshooting using standard tools (event logs or similar), and for installation of software updates and patches provided by us to resolve any issues.

5. Limitation of Liability for Support Delays

While we strive to attend to and resolve any issues as quickly as possible, we are not liable for any production downtime, data loss, or consequential damages resulting from support delays.

Dataristix® Product Version Support

Dataristix version support aligns with the support period of underlying software development frameworks. When support of one version ends, then you can update to the next version at no cost, provided that your subscription remains active or your support & maintenance agreement is current. When your subscription ends, then support for your Dataristix instance also ends. Support periods overlap to allow time for updates.

Dataristix® is a registered trademark of Rensen Information Services Limited in the U.S. and other countries. All other trademarks are the property of their respective owners.