Support Terms & Conditions

Support Terms & Conditions

These terms govern technical support for Hermes SEG. Read in conjunction with
the Terms of Use and Privacy Policy.

1. Support eligibility

Community Edition is free open-source software without direct technical support
access. Only active Pro license holders with bundled support, or customers who
have purchased individual support incidents, qualify for direct vendor assistance.

2. Support incident entitlement

  • Pro licenses with bundled support include up to 2 incidents during the license term.
  • Separately purchased incidents cover one specific issue each.
  • Entitlements are non-transferable, must be used during the active period, and do not roll over to future renewals.

3. Definition and scope of an incident

A support incident addresses one specific technical issue affecting Hermes SEG,
limited to a single symptom or function. Resolution occurs 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

Simultaneous troubleshooting of unrelated features or broad consulting requests
fall outside incident scope.

4. Exclusion of end-user administrative tasks

Adding accounts, mailboxes, domains, aliases, forwards, and user / domain
forwarding requests are not covered support incidents.
Licensees must perform these routine activities independently.

5. Limitations and general exclusions

No support covers:

  • Unsupported operating systems, environments, or platforms
  • Unsupported third-party integrations unless pre-approved
  • Hardware failures
  • Unauthorized modifications or customizations
  • DNS, network, infrastructure, firewall, routing, or connectivity issues
  • Issues from misuse, license breach, or failure to follow best practices

6. Supported channels

Pro License with Support: Email, helpdesk / ticket system,
and provider-discretionary remote options like Zoom.

Community Edition: Informal GitHub forums, issue tracker,
Matrix, Telegram (availability dependent on maintainer / community).

7. Ticket submission and process

Support requests require clear descriptions and proof of Pro license entitlement
and support coverage. Open tickets via the
helpdesk system.

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.

No warranty

Support services are provided as is without express or implied warranties
regarding resolution timeframes.

Governing law

Delaware state law governs. Disputes resolved exclusively in Delaware courts.

Entire agreement

These terms constitute the complete agreement; amendments require written
signatures from both parties.

Force majeure

Neither party is liable for failures beyond reasonable control, including
natural disasters, war, or terrorism.