Hexes Support Policy
Version 1.0 · Effective 2026-11-11 · Status: published
Version 1.0 · Effective date: 2026-11-11
This Support Policy describes the technical support and maintenance ("Support") that Hexes Security, Inc. provides to customers with a current paid subscription under the Hexes Customer Agreement (the "Agreement"). Capitalized terms not defined here have the meanings in the Agreement.
1. What Support includes
- Access to Updates for the Software, including fixes, security patches, rule set, signature and vulnerability data updates, and new versions made generally available to subscribers.
- Help with installation, configuration, upgrades and use of the Offerings, in line with the Documentation.
- Diagnosis and correction, or a workaround, of reproducible errors in the Offerings ("Errors").
- Security advisories for vulnerabilities affecting supported versions.
Support does not include: custom development; on-site work; design of Customer's security policies; problems caused by third-party products, unsupported versions or environments, modifications not made by Hexes Security, Inc., or use contrary to the Documentation; or Evaluation Offerings and Preview Features (which receive best-effort help by email to [email protected], without response targets). These may be available as Professional Services.
2. Support hours and channels
| Standard Support | |
|---|---|
| Hours | Business hours, Monday to Friday, 9:00 to 17:00 US Pacific Time, excluding US public holidays |
| Channels | Email to [email protected] |
| Named contacts | Up to 2 |
Standard Support is included with every paid Subscription. Extended hours or faster response targets may be offered under a separate written agreement.
3. Severity levels and initial response targets
Customer assigns an initial severity when opening a case; Hexes Security, Inc. may adjust it, in consultation with Customer, to match the definitions below.
| Severity | Definition | Initial response target |
|---|---|---|
| 1 · Critical | Production use is stopped or severely impacted, for example enforcement is blocking critical legitimate traffic, or a security function has failed, with no workaround | 1 business day |
| 2 · High | Production use is significantly impaired, or an important feature is unavailable, with no acceptable workaround | 2 business days |
| 3 · Medium | Partial, non-critical loss of functionality, or an Error with a workaround | 3 business days |
| 4 · Low | General questions, documentation issues, feature requests | 3 business days |
Response targets measure the time to a first response from Hexes Security, Inc., not time to resolution. They are targets, not guarantees, and Customer's remedies are those stated in the Agreement.
Immediate self-help for blocking issues. If enforcement blocks legitimate traffic, Customer can stop blocking at once, without waiting for Support, by switching the affected services from Enforcing to Watching mode as described in the Documentation. Customer should test policy in Watching mode before enforcing it.
4. Supported versions
Hexes Security, Inc. supports the current release and the previous minor release of the Software. Hexes Security, Inc. will announce end-of-support dates at least 3 months in advance. Fixes are provided in new releases or patches of supported versions; Customer may need to upgrade to receive a fix. Supported platforms and versions are listed in the Documentation.
5. Customer responsibilities
Customer will: provide accurate information and cooperation, including logs, configuration and reproduction steps; maintain a supported environment and apply Updates in a reasonable time; keep backups and test policy changes before enforcing them; route cases through its named contacts; and follow Hexes Security, Inc.'s reasonable instructions.
6. Support Materials
Customers may choose to send Support Materials (as defined in the Agreement), such as logs, support bundles, packet captures and screenshots. These may contain sensitive data from Customer's environment. Customer should send only what is needed, and use the Software's redaction options and masking of secrets and personal data where available. Hexes Security, Inc. will:
- receive Support Materials only through the channels it designates (such as email to [email protected]), not through public trackers; Support Materials sent by email are stored with Hexes Security, Inc.'s email service provider, which is named in the subprocessor list that the Data Processing Addendum refers to;
- restrict access to Hexes Security, Inc. personnel working on the case;
- use them only to resolve the case and, using only de-identified or aggregated information derived from them, to fix defects in the Offerings; and
- keep them only while reasonably needed to support Customer's account, and delete them within 30 days after Customer's request to [email protected], except copies in backups (overwritten in the normal course) and where retention is required by law.
Personal data in Support Materials is processed under the Data Processing Addendum.
7. Partners
Where a Partner provides first-line support under its agreement with Customer, Hexes Security, Inc. provides support to the Partner, and the Partner's terms govern Customer's support experience.
8. Changes
Hexes Security, Inc. may update this Support Policy, but will not materially reduce the level of Support for a purchased Subscription Term, as stated in the Agreement.
9. Contact
[email protected] · security vulnerabilities: see the Hexes Vulnerability Disclosure Policy