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Hystax Technical Support Policy

General Overview

Hystax provides technical and consulting support to authorized customers and partners to ensure the stable, secure, and efficient operation of its services and information systems.

The Hystax website contains additional information. Before contacting Technical Support, we recommend reviewing the following sections:

OptScale — FinOps platform Documentation

Support Terms and Types

Basic Support

➡️ Ticket handling 8/5 (according to the “Standard” priority)
➡️ Business hours: 08:00 – 17:00 CET (Central European Time)
➡️ Email-based support
➡️ Support is provided free of charge for the OptScale service (my.optscale.com) for customers who maintain an active subscription

Extended Support

Extended Support includes additional options on top of Basic Support:

➡️ Ticket handling – 24/7 (for “Critical” priority)
➡️ Ticket handling – 24/5 (“High” priority by default), from 00:00 Monday to 22:00 ➡️ Friday CET (Central European Time)
➡️ Support and handling of requests related to upcoming “events” – 24/7 (e.g., planned large-scale migrations), based on customer notifications
➡️ Remote support sessions (video conferencing): up to 90 minutes per session
➡️ Priority product upgrades to the latest version
➡️ Priority notifications about planned changes and product development

Partner Support

➡️ If Hystax distributions and licenses are delivered through certified partners and service providers (vendors), Level 1 and Level 2 technical support is provided directly by those vendors in accordance with approved pricing and support regulations.
➡️ Level 3 support is provided by Hystax Technical Support upon the Partner’s (vendor’s) request, or directly if the agreement’s conditions are met.

Priority Levels and Response Times

A Hystax Support Engineer determines the priority of a support request based on the quality and completeness of the information provided. The following priority levels apply:

Priority	First Response*	Follow up*	Description
Critical	2 hours	8 hours	A business-critical Hystax component or solution is unavailable; the production system/environment is down; a significant portion of service functionality is lost. Requires immediate intervention and resolution.
High (minimum for Extended Support)	4 hours	16 hours	Adversely affects production operations, but the production system is not down; the product is operational with significant limitations.
Medium (minimum for Basic Support)	8 hours	24 hours	Does not affect business-critical systems; most functions remain available; a temporary or workaround solution is acceptable.

* Guaranteed response times are calculated based on the support type:
— 8/5 for Basic Support
— 24/5 for Extended Support
— 24/7 for Extended Support with “Critical” priority

How to get Support?

You can contact Technical Support using the following methods:

Send an email directly to [email protected] — the primary and recommended communication channel
Use the Hystax Support Portal

Best Practices for Effective Incident Resolution

When submitting a request, please provide a clear description of the issue with as much detail as possible, including screenshots, to ensure faster resolution.

Minimum required input for Acura request review:

Use case scenario: Migration, Disaster Recovery (DR), or Backup
Acura version
Source virtualization platform/cloud
Agent used on the source side (External agent installed at the hypervisor level, or Internal agent installed within the VM OS)
Target virtualization platform/cloud
Clarification of the current deployment (single node or HA cluster)
Ability to provide remote SSH access

Minimum required input for OptScale request review:
Which do you use — my.optscale.com or Private deployment?

— Organization ID for my.optscale.com

— OptScale version for private deployment

During incident handling, the Support Engineer may additionally request:

Service logs and command-line outputs for debugging purposes
Involvement of network and cloud administrators, database administrators, or other technical specialists
Engagement of relevant third-party software or hardware vendors (e.g., operating system or database vendors), if necessary

Each request is recorded in the support system as a separate ticket in accordance with the principle “1 incident = 1 ticket.” Once a solution is provided, the ticket is closed.

If a new incident occurs or an additional question arises, a new request is created, which generates a separate ticket.

Hystax Technical Support Limitations

Hystax products operate in complex environments; therefore, many issues may be caused not by the product itself but by adjacent platforms or network infrastructure. Hystax reserves the right to require remediation of external factors affecting the operation of its products.

Copyright Notice

Any technical documentation that is made available by Hystax is the copyrighted work of Hystax and is owned by Hystax. Hystax reserves the right to make changes without prior notice. No part of this publication may be copied without the express written permission of Hystax.

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