# HeliosDB Support Policy

| Item | Detail |
| --- | --- |
| Document | Support Policy |
| Version | 1.0 |
| Effective date | 2026-10-29 |
| Provider | Dimen Sigon OÜ, trading as HeliosDB, registry code 16757774, Ahtri 12, 10151 Tallinn, Estonia |
| Address of this document | https://partners.heliosdb.com/legal/support-policy |

## Change log

| Version | Date | Change |
| --- | --- | --- |
| 1.0 | 2026-10-29 | First published version. Support is best effort and AI-coordinated, from a pool of workers, with non-binding target response times and no service credits. |

## 1. What this policy covers

**1.1** This policy describes how HeliosDB provides support for HeliosDB Lite and HeliosDB Full under a Commercial Licence, for HeliosDB Cloud, and for partners under a partner agreement. It forms part of the agreement under which the support is provided.

**1.2** HeliosDB Nano and HeliosProxy used under the Apache License 2.0, and Lite and Full used under their source-available licence without a Commercial Licence, are supported by the community (documentation, AI Support, public issue trackers and community channels). This policy gives them no support commitment.

## 2. How support works

**2.1 Best effort.** HeliosDB provides support on a best-effort basis. That means HeliosDB makes reasonable efforts to answer and resolve each request with the people and tools available at the time. It does not mean a guaranteed response or resolution time.

**2.2 No named staff.** Support is not provided by named or dedicated individuals. Requests are handled by the available pool of HeliosDB workers.

**2.3 AI coordination, human work.** HeliosDB uses or may use AI systems to receive, triage, categorise and route requests, and to propose answers, find relevant documentation, analyse logs you send and draft replies. HeliosDB tells you which is which:

- a reply generated by an AI system and sent without human review is labelled as AI-generated;
- a reply written or reviewed by a person says so;
- a person from the pool works on a request whenever one is available; HeliosDB does not confirm a product defect, recommend a change to production data or close a P1 request as resolved without a person having reviewed it.

The AI systems that process support requests run on equipment operated by HeliosDB or are sub-processors listed in the HeliosDB Data Processing Agreement.

**2.4 Internal queue.** HeliosDB keeps support requests in one internal ticket queue. The queue is internal to HeliosDB; it is not a customer portal and you are not given access to it. HeliosDB acknowledges each request by e-mail, quoting its reference where one is assigned, and reports its status by e-mail.

**2.5 Prioritisation per customer.** HeliosDB orders the queue by the customer's plan and the severity of the request, in this order: Business plan, then Standard plan, then Cloud and partner requests without a support plan, then community questions; within each plan, P1 before P2 before P3; within the same plan and severity, oldest first. HeliosDB may move a request ahead where there is a security risk or a risk of data loss for any customer.

## 3. How to ask for support

**3.1** Write to support@heliosdb.com from the e-mail address of a named contact, with your organisation, the product and version, the deployment concerned, the severity you propose and a description of the problem and its impact.

**3.2** Report security vulnerabilities and suspected security incidents to security@heliosdb.com, not to the support address. Security reports are handled separately from the support queue and at any time, and statutory obligations are not affected by anything in this policy.

**3.3** Do not send passwords, keys or personal data unless HeliosDB asks for them and they are needed. Where support requires access to personal data, the HeliosDB Data Processing Agreement applies.

## 4. Severity

**4.1** Severity is set by agreement between you and HeliosDB, on these definitions:

| Severity | Meaning |
| --- | --- |
| P1 | Production is unavailable, or material data loss is imminent, and there is no workaround |
| P2 | Production is materially degraded and a workaround exists |
| P3 | Ordinary defects, questions and requests for guidance |

**4.2** HeliosDB does not lower a severity only to fit the queue. A lower severity applies only if you agree.

**4.3** A suspected loss of an acknowledged transaction is always handled as P1 and under the HeliosDB Transaction Durability Commitment.

## 5. Support hours and language

**5.1** Support hours are Monday to Friday, 09:00 to 17:00 Europe/Tallinn time, excluding Estonian public holidays. Outside these hours requests are received, and may be triaged by AI systems, and people from the pool may work on them when available. Times shown to you in other time zones are converted from Europe/Tallinn time.

**5.2** Support is provided in English. Other languages are available by arrangement.

## 6. Plans and target response times

**6.1** The targets below are **non-binding targets, not commitments**. They describe how HeliosDB intends to order its work. Missing a target is not a breach, gives no right to a service credit or refund, and does not change the fees.

**6.2** A response means a substantive assessment of the request and the next action, from a person or labelled as AI-generated under clause 2.3. An automatic acknowledgement is not a response.

| Plan | Who it is for | Coverage | Target first response (business hours) |
| --- | --- | --- | --- |
| Business | Commercial Licence customers who buy it | Up to 20 named deployments and 320 active vCPUs in total; 5 named contacts | P1: 4, P2: 8, P3: 16 |
| Standard | Commercial Licence customers who buy it | Up to 5 named deployments and 80 active vCPUs in total; 2 named contacts | P1: 8, P2: 16, P3: 24 |
| Cloud, during the Experimental Period | HeliosDB Cloud customers | Account, billing and product defects in the Cloud Service | Account and defect reports: 2 business days |
| Partner | Partners under a partner agreement | Programme, portal and contract questions | 3 business days |
| Commercial Licence without a plan | Commercial Licence customers | Bug reports only, through the bug-reporting channel | No target |
| Community | Everyone | Documentation, AI Support, community channels | No target |

**6.3** Capacity beyond a plan requires an additional support order. There is no automatic overage charge.

## 7. What support includes and excludes

**7.1** Support covers diagnosis of problems with Generally Released versions, reproducible product defects, and configuration guidance on supported releases, within the features, protocols and drivers listed as supported in the Release and Capability Matrix. There is no cap on the number of genuine in-scope requests.

**7.2** Support does not include: migration projects; ongoing database administration; debugging your application; support for third-party databases or for features of an original database engine that HeliosDB does not implement; or custom development. HeliosDB quotes such work separately and does not charge for it unless you accept the quote in writing before the work starts.

**7.3** Where a problem involves a third-party driver or tool, HeliosDB diagnoses whether HeliosDB behaviour is the cause and tells you the result. A defect in the third-party component does not become a HeliosDB obligation to change its product.

**7.4** Resolution times are not guaranteed. HeliosDB tells you when a fix is expected to ship where it can.

## 8. Fees, billing and cancellation of paid plans

**8.1** Paid support plans are billed monthly in advance. Annual prepayment equals twelve monthly charges; there is no annual discount.

**8.2** Because support is best effort, you may cancel a paid support plan at any time with effect at the end of the current month. If you prepaid annually, HeliosDB refunds the prepaid charges for the whole months after the cancellation takes effect.

**8.3** There are no service credits. Nothing in this policy limits liability that cannot be limited by law, or statutory remedies for a failure to provide the support at all.

## 9. Release lifecycle

**9.1** Support applies to Generally Released versions within a release series that HeliosDB has designated as supported in the Release and Capability Matrix. Where HeliosDB designates a series, it states the period for which security fixes will be provided and gives at least 90 days' notice before the end of support for that series, with an upgrade route.

## 10. Changes to this policy

**10.1** HeliosDB may change this policy on at least 30 days' notice. A change does not reduce the coverage of a paid plan during a period already paid for. Every version is published at the address at the top with its version, effective date, change log and SHA-256 fingerprint.