> For the complete documentation index, see [llms.txt](https://legal.dispel.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://legal.dispel.com/support/support-policy.md). # Support Policy Effective September 28, 2026 Capitalized terms used but not defined in this Support Policy have the meanings given to them in the [Enterprise Subscription Agreement](/term/enterprise-subscription-agreement.md). ## General Support Terms These General Support Terms, consisting of Sections 1 and 2 of this Policy, apply to Dispel-Hosted Deployments and Customer-Hosted Deployments. ### 1. Definitions 1.1. “**Access Request Forms**” means the form user of VDI Health and VDI Management fill out to request access to an environment. This includes notifications to and approval by administrators. 1.2. “**Available**” (and, correlatively, “**Availability**”) means, with respect to a Service Feature, that the Service Feature is accessible to and usable by Users in accordance with the then-current Documentation and is not experiencing Downtime. 1.3. “**Business Hours**” means 9 AM to 5 PM EST, Monday through Friday, excluding U.S. federal holidays. 1.4. “**Continuous Monitoring**” means notifications will be received by Dispel twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year for the purpose of Incident reporting by Customer. 1.5. “**Device Operations**” means the ability for authorized users to create, read, update, and delete devices. 1.6. “**Downtime**” means a period of time (as determined by a combination of Dispel's internal and external monitoring systems) during which a large number of Users are unable to access or use a Service Feature and no workaround available. Downtime is measured only for Service Features that Dispel hosts and operates. 1.7. “**Incident**” means any error, defect, failure, or abnormality in the Software or Services. 1.8. “**Region Health**” means the remote access network is performing according to the then-current Documentation. 1.9. “**Resource Operations**” means the ability for authorized administrators to create, read, update, and delete Region resources including hubs, and entry and exit points. 1.10. “**Service Feature**” means a major functional component of the Services, as described in the Documentation. 1.11. “**Support**” means the support services described in Section 2 of this Schedule A. 1.12. “**Support Plan Tier**” means the tier of support service Customer has purchased, as stated in the applicable Order Form. 1.13. “**Uptime**” means the percentage of total possible minutes the applicable Service Feature was available in a given calendar quarter during the applicable Order Term. Uptime is measured only for Dispel-Hosted Deployments. 1.14. “**VDI Health**” means the functionality of a VDI is performing according to the then-current Documentation. 1.15. "**VDI Management**" means the ability to create, read, update, and delete VDI stack sizes. This also includes showing VDI usage for authorized users. 1.16. “**Wicket Health**” means the Wicket is performing according to the then-current Documentation. #### Operating Hours | Tier | Basic | Premium | Mission Critical | | --------------- | ----------------------------------------------------------------- | ------- | ---------------- | | Operating Hours | 9 AM – 5 PM EST, Monday - Friday, excluding U.S. federal holidays | 24 x 7 | 24 x 7 | ### 2. Incidents This Section applies to Customer-Hosted Deployments and Dispel-Hosted Deployments. 2.1. Customer may report Incidents to Dispel through either the Service via the Dispel messenger system (the “**Support Channel**”) or by email at . This Support Channel and email inbox will be Continuously Monitored. Dispel actively responds to Incident submissions during the Operating Hours for Customer’s Support Plan Tier, as set out in the Operating Hours table above. 2.2. Customer will provide information and cooperation to Dispel as reasonably required for Dispel to provide Support. This includes, without limitation, providing the following information to Dispel regarding any reported Incidents: (i) aspects of the Services that are unavailable or not functioning correctly; (ii) the Incident’s impact on Users; (iii) start time of the Incident; (iv) list of steps to reproduce the Incident; (v) relevant log files or data; and (vi) wording of any error message. 2.3. Dispel's support personnel will assign a severity level (“**Severity Level**”) to each Incident and respond within the timeframes set forth in the table below. #### Response Times
Severity LevelDescriptionResponse Time
Severity 1
(Urgent)		The Service is completely unaccessible for a large number of users, or numerous major functions are unresponsive or inoperable.Basic Plan
Initial Response: 4 Business Hours
Update Frequency: 8 Business Hours

Premium Plan
Initial Response: 2 hours
Update Frequency: 4 hours

Mission Critical Plan
Initial Response: 1 hour
Update Frequency: 2 hours
Severity 2
(High)		Operation of the Software or Service is critically affected (not responding to requests, serving content, or permitting remote access) for a large number of users; no workaround available.Basic Plan
Initial Response: 6 Business Hours
Update Frequency: 12 Business Hours

Premium Plan
Initial Response: 4 hours
Update Frequency: 8 hours

Mission Critical Plan
Initial Response: 2 hours
Update Frequency: 4 hours
Severity 3
(Normal)		Software or Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Software or Service for multiple users.Basic Plan
Initial Response: 12 Business Hours
Update Frequency: 24 Business Hours

Premium Plan
Initial Response: 6 Business Hours
Update Frequency: 12 Business Hours

Mission Critical Plan
Initial Response: 3 hours
Update Frequency: 6 hours
Severity 4
(Low)		Non-critical issue; low significant impact on performance of the Software or Service but user experience may be affected.Basic Plan
Initial Response: 24 Business Hours
Update Frequency: Reasonable best effort

Premium Plan
Initial Response: 24 Business Hours
Update Frequency: Reasonable best effort

Mission Critical Plan
Initial Response: 6 hours
Update Frequency: 24 hours
2.4. Dispel will have no obligation to provide Support to the extent a reported Incident arises from: (a) use of the Software or Service by Customer in a manner not authorized in this Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Dispel’s reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions. If Customer purchased the subscription to the Software or Service through a reseller, Dispel may have no obligation to provide Support depending on Customer’s agreement with the reseller and Dispel. *** ## Services SLA {% hint style="info" %} This Services SLA applies to Dispel-Hosted Deployments only. {% endhint %} ### 1. Uptime #### **1.1 Service Level** The Uptime calculation for each Service Feature that may be included with the applicable Services is described below (“Uptime Calculation”). If Dispel does not meet a Service Level in any calendar quarter during the applicable Order Term, Customer will be entitled to receive service credit to Customer’s account (“Service Credits”) based on the calculation below (“Service Credits Calculation”). 1. **Basic Plan:** Dispel will maintain at least 99.9% Uptime for Online Service hosted by Dispel and at least 99% Uptime for Network Service hosted by Dispel (“Service Levels”). 2. **Premium Plan:** Dispel will maintain at least 99.9% Uptime for Online Service hosted by Dispel and at least 99% Uptime for Network Service hosted by Dispel (“Service Levels”). 3. **Mission Critical Plan:** Dispel will maintain at least 99.99% Uptime for Online Service hosted by Dispel and at least 99.9% Uptime for Network Service hosted by Dispel (“Service Levels”). | Service Feature | Uptime Calculation | Service Credits Calculation | | ----------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | |

Online Services

|

​(T - D)/T

Where ​T equals the total minutes in a calendar quarter, and ​D is Downtime.

|

A Service Credits claim shall be based on either (not both) of the following calculations:

| |

Network Services

| Same as above. |

A Service Credits claim may be based on either (not both) of the following calculations:

| #### 1.2. Exclusions. Downtime resulting from the following is excluded from the Uptime Calculation: 1. Weekly scheduled upgrades; 2. Emergency maintenance to patch a critical vulnerability or resolve a bug; 3. Any Amazon Web Service or Microsoft Azure downtime or scheduled maintenance; 4. Failure of internet connectivity, power, or other infrastructure between Customer environment and Dispel; 5. Factors outside Dispel's reasonable control, including force majeure events; 6. Customer's equipment, services, or other technology; 7. Customer's acts, omissions, or misuse of the applicable Services, including any violation of this Agreement; or, 8. Customer suspension due to customer’s breach of their agreement. #### 1.3. Service Credits. If Dispel does not meet a Service Level, Customer may redeem any applicable Service Credits only upon written request to Dispel within thirty (30) days of the end of the calendar quarter in which Dispel failed to meet the Service Level. Written requests for Service Credits redemption must be sent to Dispel Support. Service Credits may take the form of a credit to Customer's account, cannot be exchanged into a cash amount, are limited to a maximum of ninety (90) days of paid service per calendar quarter, require Customer to have paid all outstanding invoices, and expire upon expiration or termination of Customer's agreement with Dispel. Service Credits are the sole and exclusive remedy for any failure by Dispel to meet any Service Level. #### 1.4. Maintenance Windows. Sometimes we need to perform maintenance to keep Dispel working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice. In a year, scheduled downtime won’t exceed 10 hours. Dispel's regularly scheduled [maintenance windows](/support/maintenance-windows.md) are incorporated into this document. *** ## Software SLA This Software SLA applies to Customer-Hosted Deployment only. It applies only to versions of the Software that are marked Full Support in the Product Lifecycle Policy at the time the Incident is reported to Dispel. ### 1. Software Warranty and Remediation of Defects. If Customer reports to Dispel a failure of the Software to perform materially as described in the Documentation (provided that Customer installs and operates it as the Documentation directs and on a configuration meeting the minimum system requirements), Dispel will respond within the times set out in the General Support Terms and will use commercially reasonable efforts to remediate the failure as set forth in this section within the following targets, measured from the point at which Dispel has reproduced or otherwise confirmed the defect. Dispel may remediate by any means appropriate to the cause, including a configuration change, a rollback to the last stable version, or a software package made available to Customer for installation. Where Dispel remediates by rollback or configuration change, Dispel will address the underlying cause in a subsequent release.
Severity LevelTarget Remediation
Severity 1 (Urgent)Twenty-four (24) hours
Severity 2 (High)Seventy-two (72) hours
Severity 3 (Normal)Next scheduled release
Severity 4 (Low)A future release, at Dispel’s discretion
If Dispel does not remediate within the applicable target, Dispel will escalate the defect within its engineering organization, give Customer a written remediation plan with a committed date, and report progress against that plan to Customer not less than weekly until the failure is remediated. That escalation and remediation process is Customer’s sole and exclusive remedy for a missed target. These targets are suspended for any period during which Customer has not provided the access or information described in Section 4 of this Software SLA. ### 2. Updates and Releases. During the Order Term, Dispel will make available to Customer, at no additional charge, all Updates that Dispel generally makes available to similarly situated customers for the major version or versions of the Software that Customer has purchased. Upgrades to a new major version are available under a separate Order Form unless the applicable Order Form provides otherwise. Customer is responsible for scheduling, testing, and installing Updates within the Customer Environment (including in any Wickets deployed by Customer), unless Customer has separately engaged Dispel to perform those activities. ### 3. Supported Versions. Dispel’s [Product Lifecycle Policy](/support/product-lifecycle-policy.md) is incorporated into this Software SLA and determines whether a version of the Software is in [Full Support](/support/product-lifecycle-policy.md#general-availability-ga-full-support), in [Extended Support](/support/product-lifecycle-policy.md#extended-support), or beyond [End of Life](/support/product-lifecycle-policy.md#end-of-life). Section 1 of this Software SLA applies only to versions marked Full Support. For a version in Extended Support, Dispel’s obligations are those stated in the Policy. For a version that has reached End of Life, Dispel has no support obligation under this Software SLA. If Customer reports an issue with a version in Extended Support or beyond End of Life and the cause has been corrected in a later version, Dispel will direct Customer to upgrade to a version marked Full Support, and Dispel’s obligations under Section 1 apply once Customer has done so. Dispel will not bring forward a published End of Full Support or End of Life date during an Order Term, and will give Customer at least ninety (90) days’ written notice before publishing an End of Full Support date for a version Customer has deployed. Such notice may be fulfilled by posting the date on the Dispel Zero Trust Engine Schedule. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://legal.dispel.com/support/support-policy.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.