Self-hosted support terms

Terms for Essential and Priority support plans for self-hosted Agila.

These terms apply when you subscribe to paid support for a self-hosted Agila installation. They cover included hours, overage, and the scope of support—not hosted cloud hosting.

• 1. Agreement: By subscribing to Essential or Priority support you agree to these terms with Drenlia Inc. (operating as Agila) and our privacy policy. Questions: [email protected].
• 2. What support covers: Support plans cover reasonable assistance for installing, configuring, upgrading, and troubleshooting your self-hosted Agila instance within the plan’s scope. They do not include building custom features or operating your infrastructure for you.
• 3. Included hours: Each plan includes a monthly allowance of support hours as shown at checkout. Unused hours do not roll over unless we expressly say so for your plan.
• 4. Overage: Work beyond the included hours may be billed at the overage rate shown for your plan. We will confirm material overage before continuing when practical.
• 5. Billing and cancellation: Support subscriptions renew monthly until cancelled. You can cancel from the customer portal; access to paid support ends at period end. Hosted cloud terms do not apply to self-hosted support.
• 6. Your responsibilities: You provide timely access, logs, and environment details needed to help. You remain responsible for backups, security updates on your stack, and compliance in your environment.
• 7. Limitations: Support is provided on a commercially reasonable basis. We do not guarantee uninterrupted resolution times for every issue, and Priority plans may receive faster response within published guidelines.
• 8. Changes and contact: We may update these terms; the “Last updated” date will change when we do. Contact [email protected] with questions about your support plan.