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

Texas state law governs. Disputes resolved exclusively in Texas 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.