This article is a reference resource for some commonly searched for items in our ActiveState Platform Terms of Service
Where any differences between the contents of this article and the Terms of Service exist, the Terms of Service takes precedence.
General Inquiries may be resolved through our documentation , community forum, or contact forms. Organizations with Service Level Agreements (SLAs) may make requests through the contact information provided in their Terms of Service. This is the quickest way to receive technical support as these requests are automatically queued.
|Tier||Free Organization||Team Organization||Enterprise Organization|
|Support Hours||N/A||8am - 5pm PST excluding US federal holidays||8am - 5pm PST excluding US federal holidays|
|Support Criteria||N/A||General Inquiries, Minor Impairments||General Inquiries, Minor Impairments|
A reproducible problem (errors with product) which impairs a function of your business.
|Communication Method||Forum||Email, Forum||Email, Phone, Forum,|
|Level 3 Response Time (Minor)||N/A||2 Business Days||1 Business Days|
|Level 2 Response Time (Severe)||N/A||N/A||4 Business Hours|
|Level 1 Response Time (Critical)||N/A||N/A||2 Business Hours|
|Resolution Time||N/A||N/A||Limited per diagnosis of the reported issue.|
|Customization*||N/A||N/A||Commercial Agreement Required|
*Any requests for functionality, requirement fulfillment, or features outside of the current capabilities of the ActiveState Platform.
ActiveState reserves the right, at its sole discretion, to limit or cancel the Support Services, in whole or in part: (1) for any module, extension, script or other software program that has become obsolete or has been superseded by more recent modules, extensions, scripts or programs or (2) upon the discontinuance of support by the manufacturer of a platform, to limit or cancel support for such platform (the “Archived Platform”) upon notice to Customer. In such a case, ActiveState will provide Customer with the most recent stable version of the Products (as distributed regularly from the ActiveState Platform) for the Archived Platform, so long as Customer is current in payment of the Fees. Customer acknowledges that the Support Services, including that for an Archived Platform, may, at ActiveState’s sole discretion, be limited to ActiveState’s commercially reasonable efforts and that major fixes may no longer be possible.
ActiveState will provide the Support Services solely to Customer’s two (2) designated contacts and any additional contacts for which ActiveState has paid applicable Fees. ActiveState does not provide the Support Services for software that Customer has modified. ActiveState will only provide the Support Services with respect to Products made available to Customer via the ActiveState Platform, and products or other software downloaded from ActiveState’s public website at www.activestate.com will not be covered by the Support Services and are not supported under this Agreement. For clarity, Customer acknowledges and agrees that ActiveState’s sole obligation under this Agreement with respect to any such maintenance and support issue is limited to response and diagnosis of the maintenance and support issue, and such efforts of ActiveState may not render a conclusive “fix” to the maintenance and support issue identified by Customer in all cases. ActiveState will not provide any support services to customer’s third-party customers.
|Request Type||Impact||Request to||Redemption|
|New Managed Distribution||An ActiveState Managed Build* which is updated to include package requirements for a contract defined Operating System, Language and Version combination (or “client spec”). This may involve intrinsic Package Resolution and Additional Package Requests as well as set up processes.||Account Manager||Commercial Agreement Required|
|Package Resolution||A package which fails to build within a Managed Distribution due to:||Customer Success||Build Credits|
|Additional Package||A package which must be added to the ActiveState Catalog to be included within a Managed Distribution. Not present within the ActiveState Managed Build.||Customer Success||Build Credits|
|Version Migration||A migration of a Managed Distribution, with the same OS and Language to an additional version which requires Package Resolution and Additional Package Requests.||Account Manager, unless migration does not require updates.||Commercial Agreement, where required.|
|Customization||Any requests for functionality or features outside of the client spec and current capabilities of the platform. These may include but are not limited to:||Account Manager||Commercial Agreement Required|
*Managed Build refers to the core components which Managed Distributions are derived from.
Packages which include malfunctions or risks derived from source may be excluded from these terms and are sold at the discretion of ActiveState.
|CVSS||ActiveState Classification||Target Time to Resolve from Public Date of Disclosure|
|4.9 - 6.9||Medium||5 Months|
|7.0 - 8.9||High||2 Months|
|9.0 - 10.0||Critical||1 month or sooner|
|N/A||General inquiries and a problem of the services which disables or impairs the performances of a minor function of your business, fixes/corrections as made available.|
|Minor||A reproducible problem of the Products which disables or impairs the performance of a minor function of your business.|
|Severe||A reproducible problem of the Products which prevents or seriously impairs the performance of a major function of your business.|
|Critical||A reproducible problem of the Products which has or will have, within 24 hours, a severe impact or impairs the performance of substantially all major functions of your business.|
The above security fix resolution times are general guidelines only. Decisions are made in the best interests of ActiveState customers. Target resolution times are subject to individual detailed judgements on a case-by-case basis.
Compliance Requests (such as GDPR) and disclosure of bugs or errors will be processed within the timeframes provided by the policies and agreements applicable to them.
The following components have reached end of life and are no longer supported by ActiveState or vendors of their source components. ActiveState no longer builds or maintains any of these tools and has ceased to provide support. License Only usage is subject to the Archived ActiveState License Agreements (EULAs)