Support
How to get help with Vireki, what each support plan covers, and how long each release is maintained.
Contact channels
- Email: support@vireki.com — Standard and Premium customers, please include your license ID.
- Community: Discord — questions, tips and discussion with other users.
- Documentation: Docs — installation, configuration and troubleshooting.
For questions about license terms see Licensing; for security, privacy and vulnerability reporting see the Trust center.
Support plans
Community
Free
Everyone, including free and trial users
- Documentation and guides
- Community Discord
- Public issue tracker
- Best-effort answers, no SLA
Standard
Included with paid licenses
All active paid licenses
- Email support
- Business-hours coverage
- Response targets for S1–S4
- Security and bug-fix updates
Premium / Enterprise
Contact sales
Organisations with critical deployments
- 24/7 coverage for S1
- Faster response targets
- Named support contact
- Upgrade and deployment assistance
Severity definitions
You assign an initial severity when opening a request; we may adjust it in agreement with you as the impact becomes clear.
| Severity | Definition |
|---|---|
| S1 — Critical | Production is down or unusable; data loss or security exposure; no workaround. |
| S2 — High | Major feature impaired with significant business impact; workaround is difficult. |
| S3 — Medium | Partial loss of non-critical functionality; a reasonable workaround exists. |
| S4 — Low | Questions, how-to requests, cosmetic issues and feature requests. |
Response times
Targets for the first human response. Business hours are 09:00–17:00 CET, Monday–Friday, excluding public holidays. Premium S1 and S2 coverage is 24/7.
| Severity | Community | Standard (business hours) | Premium / Enterprise |
|---|---|---|---|
| S1 | Best effort | 4 business hours | 1 hour, 24/7 |
| S2 | Best effort | 8 business hours | 4 hours, 24/7 |
| S3 | Best effort | 2 business days | 1 business day |
| S4 | Best effort | 5 business days | 2 business days |
Supported versions
We support the current major release and the previous major release. Version numbers and dates below are placeholders.
| Version | Status | Receives | Support ends |
|---|---|---|---|
| 3.x | Current | Features, bug fixes, security fixes | Until 12 months after 4.0 |
| 2.x | Maintenance | Security fixes and critical bug fixes | 2027-06-30 |
| 1.x | End of life | None | 2026-03-31 |
End-of-life policy
- Notice period: we announce the end-of-life date of a major version at least 6 months in advance, in the changelog and by email to license holders.
- Security-only phase: when a new major version ships, the previous major enters maintenance for 12 months and receives security fixes and critical bug fixes only.
- After end of life: the version keeps working with your license, but receives no further updates and support requests are limited to upgrade guidance.