Support Terms
Support is provided on a commercially reasonable, best-effort basis by email at support@notnetworks.com.
Response target
We aim to acknowledge support requests within two business days, excluding U.S. federal holidays. This is a target, not a service-level agreement or guaranteed resolution time.
Included support
Reasonable assistance with installation, onboarding, licensing, supported upgrades, reproducible defects, and documentation questions is included. Customers should provide the NOT version, Docker status, sanitized logs, reproduction steps, and business impact. Never email passwords, license keys, Aruba secrets, tokens, or unredacted sensitive network data.
Not included
Support does not include Aruba administration, network design, emergency incident response, custom development, third-party outages, unsupported modifications, operating-system or Docker administration, data restoration without a valid backup, or guaranteed compatibility with changed third-party APIs.
Availability
Maintenance, defects, capacity constraints, and third-party failures may cause downtime or incorrect results. No uptime, response, restoration, or resolution SLA applies unless a separate written agreement states otherwise.
Customer duties
Maintain backups, test updates appropriately, restrict administrator access, rotate compromised credentials, use least-privilege API permissions, and keep Docker and the host operating system supported and patched.