1. Support Eligibility
Hermes SEG Community Edition is free open source software and does not include eligibility for direct technical support. Only holders of an active Hermes SEG Pro license are eligible for technical support. Support for Pro license holders is available only if the license is acquired with a bundled support option, or if support incidents are purchased separately as needed. Purchasing the Pro license alone does not entitle you to support—support must be explicitly selected at the time of purchase or added afterwards on a per-incident basis.
2. Support Incident Entitlement
- If you purchase a Hermes SEG Pro license with bundled support, you are entitled to receive technical support for up to two (2) individual incidents for the duration of the license term.
- If you purchase support incidents separately, each purchase covers support for a single, specific incident. Additional incidents may be purchased as needed, with each purchase entitling the licensee to support for one incident at current rates and terms.
- Incident entitlements are non-transferable, must be used during the active license period, and do not roll over to future license periods or renewals.
3. Definition and Scope of an Incident
A support incident is defined as a single, specific technical issue or case affecting Hermes SEG, limited to one symptom or system function. The incident is considered resolved when the underlying cause is identified and a solution or workaround is provided. Examples include:
- LDAP authentication failures.
- Specific error messages during email sending.
- Configuration issues causing mail delivery delays.
- Backup or quarantine database restore failures.
Support does not cover simultaneous troubleshooting of unrelated features, requests for multiple changes/customizations in a single ticket, or broad consulting. Each ticket must describe one distinct issue; unrelated problems require new incident submissions.
4. Exclusion of End-User Administrative Tasks
Requests for end-user or domain administration—adding accounts, mailboxes, domains, aliases, forwards, and setting user/domain-forwarding—do not qualify as support incidents and are not covered. These routine activities must be performed by the licensee’s administrators using the provided interfaces and documentation.
5. Limitations and General Exclusions
No support is provided for:
- Unsupported or unapproved operating systems, environments, or platforms (e.g., non-recommended distributions or versions, or non-documented cloud environments).
- Unsupported third-party integrations and plug-ins, unless pre-approved in writing.
- Hardware failures or malfunctions.
- Modifications, customizations, or configuration of Hermes SEG outside official documentation.
- DNS, network, or other infrastructure-related issues, including but not limited to firewall rules, routing, connectivity, WAN/LAN problems, external DNS server outages, or misconfigurations within the customer’s broader infrastructure.
- Issues resulting from deliberate misuse, breach of license, or failure to follow recommended best practices and security guidelines.
6. Supported Channels
- Pro License with Support:
Support is provided via e-mail, helpdesk/ticket system, and, at provider discretion, remote options such as Zoom. The support channel and remote tools are determined by provider. - Community Edition:
Community support is handled informally via Github forums, issue tracker, Matrix, Telegram, and similar channels, dependent on maintainer or community availability.
7. Ticket Submission and Process
Support requests must include clear, detailed descriptions and proof of Pro license and support entitlement. Incidents are processed and resolved according to support policies for Pro license holders.
8. Legal Clauses
- Limitation of Liability:
In no event shall Hermes SEG, its affiliates, or contributors be liable for any incidental, special, indirect, or consequential damages including, but not limited to, loss of data, business interruption, or loss of profit arising from the use or inability to use the software or support services, even if advised of the possibility of such damages. - No Warranty:
Support services are provided “as is” without any express or implied warranties, including any implied warranties of merchantability, fitness for a particular purpose, or that issues will be resolved within a specific timeframe. - Governing Law:
These support terms are governed by and construed in accordance with the laws of the State of Delaware. Any dispute arising from these terms shall be resolved exclusively in the courts of Delaware. - Entire Agreement:
These support terms constitute the entire agreement between the parties regarding support for Hermes SEG. No amendments may be made except in writing, signed by both parties. - Force Majeure:
Neither party shall be liable for any failure to perform its obligations under these terms if such failure is due to events beyond their reasonable control, including but not limited to natural disasters, war, or acts of terrorism.