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Support terms and service level agreements (SLA) of the OutSystems software

 

OutSystems

Support terms and service level agreements (SLA) of the OutSystems software

 

This document applies to customers with a valid and active Subscription of the OutSystems platform. OutSystems reserves the right at any time to modify this document and to add new or additional terms or conditions on the use of the OutSystems platform. Looking for Personal Environment support? Check this document.

 

OutSystems Support Terms of Use

OutSystems Support is a person-to-person, fast-response support channel staffed with experienced support engineers. This service helps maximize the value OutSystems brings to its customers by preventing and fixing gaps to the value perceived by customers, by working with them on the delivery of their PaaS service, by helping to avoid and minimize the impact of OutSystems software & PaaS misbehaviors in their activities and business goals.

This service also assists with issues on OutSystems web properties that complement the service or software delivered to customers by OutSystems.

Contacting OutSystems Support

All customers with a valid and active Subscription can contact OutSystems Support to:

  • Submit Support Tickets;

  • Obtain information on existing Support Tickets.

Types of Support Tickets

Support tickets come in one of the types below. Each of the types influences how OutSystems Support deals with your ticket:

  • Request. Use a Request ticket to activate or reconfigure your PaaS service to better suit your needs. Refer to the service catalog to understand your options. While most of the PaaS services can be activated in self-service, some of these services require direct assistance from OutSystems Support for their delivery (usually in a coordinated effort with Customer teams).
    Each request comes with an expected timeline. Refer to the service delivery table to understand the timeline expectations and be able to plan accordingly.

  • Incident. Use an Incident ticket if you are experiencing deterioration in the value you are receiving from your OutSystems platform (like an unexpected behavior or an interruption of service). Refer to Support Severity Levels & Response Times to understand how OutSystems deals with Incident tickets.

  • Question. Use a Question ticket if you have questions on the expected behavior of the OutSystems platform or on a specific PaaS service you wish to activate for your subscription. Questions are handled by OutSystems with the response times of an Incident with Low severity.

Contact Channels

You can contact OutSystems Support using one of the channels below:

Web Support Phone Support

Toll-free and country numbers

  • USA & Canada: +1 888 707 2657
  • Netherlands: +31 800 090 0076 

  • Portugal: +351 800 780 555

  • United Kingdom: +44 800 029 3220 

  • Germany: +49 800 505 2770

  • UAE: +971 4 424 5020 

  • Australia: +61 (0)3 8400 4230

  • Japan: +81 368 635 398 

  • Singapore: +65 3158 6008

  • Finland: +358 800 912950 

  • South Africa: +27 21 300 9877

  • Brazil: +55 11 3958 7478

  • Malaysia: +60 39 212 6090

 

Alternative international numbers

  • USA: +1 617 420 8070

  • Portugal: +351 308 808 222

 

Toll-free for telephony apps:

  • +1 888 707 2657

 

Calls are centrally routed to our teams regardless of the number dialed.

 

Depending on the channel you choose, you can contact OutSystems Support in the periods specified below:

  Web Support Phone Support
Support Level 1 Monday to Friday during OutSystems Business Hours excluding January 1st and December 25th.
Support Level 2 Monday to Friday during OutSystems Business Hours excluding January 1st and December 25th.
Support Level 3

24x7, every day of the year.

24x7, every day of the year
(Urgent and High tickets).

Monday to Friday during OutSystems Business Hours excluding January 1st and December 25th
(Normal and Low tickets)

Technical Contacts

Only technical contacts named by your company can submit Support Tickets and interact with Support. An explicit authorization procedure must be followed when people who are not registered as technical contacts wish to start submitting Support Tickets on behalf of your company.

Your company can add unlimited technical contacts to the company account. Your company can delegate the ability to add further contacts to any other technical contact.

To add a technical contact for your company:

  1. Have the person register in the OutSystems Community;

  2. In your company's  OutSystems Support account, provide the email the person used to register. The email can be a company address, a personal address, or another company's address. For example, from a contractor.

We strongly recommend setting your technical contacts immediately after acquiring an OutSystems subscription. This prevents delays in sensitive situations, allows for the correct distribution of responsibilities across your organization and creates redundancy (in case people leave your company or switch roles internally).

Technical contacts are expected to be knowledgeable of the OutSystems environment and specifics related to Software installations and Support. Having knowledgeable technical contacts makes interactions with OutSystems Support faster and more efficient for both your company and OutSystems, accelerating ticket resolution. Online self-training is available to onboard your technical contacts into OutSystems.

For all purposes mentioned in this section, OutSystems staff are considered technical contacts. However, the staff must be working with the customer under the scope of:

  • A Professional Services Addendum;

  • A Master Services Agreement;

  • A Customer Success Program.

Language

You can communicate with OutSystems Support in English.

Support in other languages is provided on a best-effort basis and subject to staff availability.

PaaS Service Delivery

Customers using PaaS have access to a number of services that help maximize the value obtained from OutSystems. While most of the services can be activated in self-service, some of these services require direct assistance from OutSystems Support for their delivery (usually in a coordinated effort with customer teams).

The delivery of these services is performed in accordance with this table.

Service Availability

Service availability with OutSystems is defined in terms of high availability (resilience to foreseeable disruption through redundancy) and disaster recovery (ability to restore from events where redundancy is not sufficient).

The content in this section (“Service Availability”) applies only to customers with a valid subscription in force after January 1, 2020. Customers with a subscription in force before that date should consult the prior terms for service availability

  PaaS On-premises
High Availability Options available according to edition and add-ons. Customers are free to build their infrastructure to meet their demands.
Disaster Recovery RPO and RTO depending on edition and
add-ons.

Customers are free to build their infrastructure to meet their demands.

Options available according to edition and add-ons.

High Availability

A number of options exist for PaaS customers to control the service uptime of their system to meet business demands. OutSystems defines service uptime as:

  1. the availability of applications served to end-users in production-type environments labeled as Production;

  2. the ability to develop and deploy applications to each PaaS environment, including those labeled as Production.

Service uptime commitment for PaaS customers by OutSystems as per the table below:

  Basic Standard Enterprise
Included Service Uptime (1) 99.50% 99.50% 99.95%
Availability Upgrade Options - Add-on available -

(1) This is the service uptime commitment for the availability of applications served to end-users in production-type environments labeled as Production; the service uptime for the ability to develop and deploy applications is 99.50% for all subscriptions. Service uptime exclusions apply.

OutSystems reserves the right to, in its sole discretion, scale up and scale down all PaaS infrastructures, both horizontally and vertically, to efficiently support the deployment of licensed OutSystems Software, applications and licensed entitlements. Scaling of PaaS infrastructure is delivered according to the PaaS Service Delivery table.

OutSystems may provide, through Support, Customer Success or other paid or included services, guidelines to help achieve optimal performance, reusability and maintainability of the applications. The Customer hereby undertakes to adhere to such guidelines, best practices and published product documentation to achieve optimal performance. If Customer does not comply with the referred guidelines, best practices and product documentation, OutSystems reserves the right to discontinue the provision of the scaling services or to subject its provision to the payment of additional charges which will be agreed with the Customer.

Disaster Recovery

OutSystems allows you to have a disaster recovery solution to meet business demands. Disaster Recovery is based on 3 key concepts:

  • Recovery Point Objective (RPO) is the maximum possible interval of time before a disaster to which you may need to roll back your system. All data changes from the moment of the disaster backward until RPO time is assumed to be lost in the event of a disaster.

  • Recovery Time Objective (RTO) is the maximum possible interval of time between the moment of a disaster and the moment where the system is back up and fully functioning in the status defined by your RPO. The system is assumed to be down from the moment of the disaster until RTO time after the disaster.

  • Disaster is a disruption to the service from which your system design is prepared to recover from. Disruptions from which you are not prepared to recover are considered force majeure and the consequence of such disruption is not foreseen in your business recovery strategy. 

The below image and example helps clarify these concepts:

DisasterRecovery.png

In the example above,

  • An RPO of 1 hour means you recover the status of your system from the snapshot of the status 1 hour before the disaster;

  • An RTO of 4 hours means you recover the system 4 hours after the disaster happened.

  • In summary, with an RPO of 1h and an RTO of 4 hours, you recover the system 4 hours after the disaster, to the status it had 1 hour before the disaster. In total, you lose 5 hours of business value.

  • The above example applies to Disasters for which a recovery strategy exists.

The below options are available for our PaaS customers regarding Disaster recovery:

  Basic Standard Enterprise
RTO (*) 24 Hours 12 Hours 15 Minutes
RPO (*) 24 Hours 1 Hour 1 Minute
DR Upgrade Options - High Availability add-on -

(*) RTO and RPO commitments in this table apply to production-type environments labeled as Production. RTO is measured from the moment OutSystems Support becomes aware of the Disaster; RPO is measured from the moment in which the Disaster occurs. For all other environments, RTO and RPO commitments are 24 hours. Depending on the Disaster, OutSystems may be able to offer multiple options; in such a situation, only one of the solutions offered needs to comply with the RTO and RPO commitments.

Service Uptime Exclusions

For customers with a valid and not discontinued subscription of OutSystems platform, OutSystems shall use commercially reasonable efforts to ensure a PaaS service uptime in accordance to their edition, in any given month of the Subscription Term, excluding the periods:

(i) in which either OutSystems or the Customer are performing scheduled maintenance;

(ii) that result from termination as described in the Agreement;

(iii) that result from suspension due to overdue payments;

(iv) caused by factors outside of OutSystems’ reasonable control, including any Force Majeure event or Internet access or related problems;

(v) that result from any actions or inactions of the Customer or any third party on behalf of the Customer;

(vi) that result from Customer’s equipment, software or other technology and/or third-party equipment, software or other technology, contracted by the Customer;

(vii) caused by Customer’s use of the Software in a manner inconsistent with the documentation or OutSystems’ guidance;

(viii) caused by the Customer’s use of the Software after OutSystems advised the customer to modify its use of the Software;

(ix) attributable to acts by persons gaining unauthorized access to or use of the Software due to Customer’s failure to maintain and control security and access to the Software;

(x) attributable to the acts or omissions of the Customer or its employees, agents, contractors, or vendors, or anyone gaining access to the Software and/or the Support and Updates services by means of Customer’s credentials or equipment;

(xi) that result from the deployment or execution of Applications in the PaaS which, due to excessively complex or erroneous programming of said Applications, will not consistently answer user requests successfully, with a predictable term, without errors or any sort, and without behaviors susceptible of consuming excessive resources from the underlying hardware or software, or causing contention in access to said resources.

Force Majeure

Force Majeure are unforeseeable circumstances that may prevent OutSystems from complying with its obligations concerning Service Availability. Although force majeure events fall outside OutSystems’ control, OutSystems will use all reasonable commercial efforts to recover the service for its customers.

Force majeure events for the OutSystems PaaS may fall under 4 categories:

  • Acts of God (for instance, earthquakes, fires, flooding, asteroids);

  • Acts of parliament (for instance, revolutions, action-restricting laws);

  • Acts of man (for instance, war, terrorist attacks, strikes);

  • Force Majeure events that affect OutSystems suppliers or other third parties.

Service Availability add-ons

The following add-ons available for our customers allow them to manage High Availability and Disaster Recovery to meet their business needs. We have add-ons available for PaaS and for On-premises customers.

  Available for Includes
High Availability & Disaster Recovery
add-on

Paas:
- Add-on for Standard
- Included with Enterprise

- Service uptime of 99.95%
- RTO of 15 minutes(*)
- RPO of 1 minute(*)

Disaster recovery add-on

On-premises

- Add-on for Standard edition
- Included with Enterprise edition

- Dedicated disaster recovery environment
(1 per Production environment)
- Access to Licensing API for environment restore

(*) See notes for RTO and RPO on the footnote for table Disaster Recovery options for each platform edition (PaaS)

PaaS Scheduled Maintenance

From time to time, OutSystems will perform maintenance on the PaaS of their Customers. These maintenance tasks update the PaaS software to ensure you benefit from new capabilities and defect fixes. In the event of Scheduled Maintenance:

  • OutSystems will use commercially reasonable efforts to notify Customers with at least 2 business days in advance.

  • OutSystems will notify all technical contacts associated with the company via email. 

  • Whenever possible and upon Customer’s request OutSystems will reschedule the maintenance task.

OutSystems Support works with Severity Levels based on the impact of a given issue to the business of the customer.  Severity levels of Support Tickets are chosen by the customers upon opening of the ticket and should reflect the business impact of the issue, according to the definition below. OutSystems Support reserves the right to reasonably question customers on the chosen severity level and to downgrade said severity as the support ticket progresses.

The table below describes each of the severity levels available for Incident tickets and the environment for which the ticket can be open under that severity:

Severity Description Available for
Urgent (highest) Complete loss of service or a significant feature that is completely unavailable and no workaround exists. It does not include development issues or problems in staging environments. Production Environments
High Partial loss of service with severe impact on the business and no workaround exists. All Environments
Normal Minor loss of service. The result is an inconvenience, which may require a temporary workaround. All Environments
Low (lowest) No loss of service. The result does not prevent the operation of the software. All Environments

First Response and Subsequent Responses

First response means that OutSystems Support has analyzed the problem you reported, has performed initial analysis of your problem and will contact you with an indication of a remediation action for your problem, a request for additional information to better understand your problem or another relevant technical update to the case.

The first response times below apply only to customers with a valid subscription in force after January 1, 2020. Customers with a subscription in force before that date should consult the prior terms for first response times

OutSystems Support will provide the first response to your Support Ticket according to the table below:

Severity Level 1 Level 2 Level 3
All Customers Customers with TSM (*)
Urgent (highest) 4 Business Hours 2 Business Hours 2 Hours 1 Hour
High 8 Business Hours 4 Business Hours 4 Hours 2 Hours
Normal 2 Business Days
Low (lowest) 5 Business Days

(*) Read more about the OutSystems Technical Success Management (TSM) offer

 

After the first response, OutSystems Support will work on each ticket according to its current severity towards resolution. Depending on their support level, customers can expect:

Severity Level 1 Level 2 Level 3
(With or without TSM)
Urgent (highest)

Continuous work during customer's business hours
Status updates twice every business day (1)

Continuous work 24x7
Status updates according to first response time (1)

High Daily status updates by end of business (2) Status updates every 8 hours (1)
Normal Status update every 2 weeks (2)
Low (lowest) Status update every 4 weeks (2)

(1) Or as agreed between OutSystems and the customer on a ticket-by-ticket basis.
(2) Or as relevant progress occurs.

Support Access Periods

Support access periods depend on the level of support acquired by the customer and on the registered location of the customer:    

  • 8x5: customers are entitled to support during business days and business hours only;

  • 24x7: customers are entitled to support at any moment of any day. 

The Support Access Periods below apply only to customers with a valid subscription in force after January 1, 2020. Customers with a subscription in force before that date should consult the prior terms for support access periods

Customers have access to 8x5 or 24x7 support according to the table below:

  Level 1 Level 2 Level 3
(With or without TSM)
Support Access Period 8x5 8x5 24x7

 

  • OutSystems Business Days are Monday through Friday, except January 1 and December 25, for our customers worldwide. Customers in the Middle-East region have Business Days Sunday through Thursday (if their country works in Sun-Thu weeks).
     
  • OutSystems Business Hours depend on customer location:
    • 5 AM to 5 PM PST (Pacific Standard Time) for customers headquartered in North, Central, and South America;

    • 8 AM to 6 PM BRT (Brasília Time) for customers headquartered in Brazil;

    • 7 AM to 5 PM SGT (Singapore Time) for customers headquartered in countries in the Asia-Pacific region;

    • 9 AM to 5 PM JST (Japan Standard Time) for customers headquartered in Japan;

    • 8 AM to 5 PM GST (Gulf Standard Time) for customers headquartered in countries of the Middle-East region with Sun-Thu working weeks;

    • 8 AM to 7 PM WET (Western European Time) for customers headquartered in Europe, Africa and all other countries not considered elsewhere.

OutSystems Support follows an ITIL-like approach to solving Support Tickets, focused on customer value first. This means that we will focus on restoring service/value to the business, without forgetting the need to contribute to the continuous improvement of the service we deliver to customers.

After you open a Support Ticket, a support engineer will work with you to identify and resolve your issue. The resolution provided by OutSystems may include one or more of the following:

  • A Fix of the OutSystems Software;

  • A mutually agreed upon Workaround;

  • Another remedy, such as a reconfiguration of the Software.

We consider Support Tickets resolved if any of the following occurs:

  • Your issue is fixed;

  • Your issue is identified and 5 business days have passed since we provided you a resolution;

  • The source of the issue lies with third-party software or hardware components. In this case, OutSystems will continue to help as deemed appropriate by OutSystems Support management as you work with the third party on resolution;

  • You do not respond to a query or request from us for more than 5 business days;

  • You choose not to pursue troubleshooting of the issue;

  • It is not possible to obtain the elements needed for troubleshooting using reasonable effort.

For issues that reoccur you may open a new Support Ticket that refers to the previous one.

As a rule, OutSystems provides Support and Updates from its offices only. Remote assistance with internet-based conferencing tools is available and will be used only when deemed necessary by the support engineer and such use is requested by the Customer.

OutSystems Support works on support tickets according to their severity as follows:

  • Urgent and High severity cases are worked during the periods in which the customer is entitled to Support (8x5 or 24x7). For these cases, telephone / synchronous communication can be expected during those periods.

  • Normal and Low severity cases are worked Monday-Friday (except Jan 1 and Dec 25). For these cases, electronic/asynchronous communication can be expected.

When resolving a support ticket, the priority for OutSystems Support is removing the impact that an issue is having on customer activities. For that reason, OutSystems Support works with Customer in order to resolve a problem prioritizing workarounds or remedies such as reconfiguration of the Software. Production of fixes to OutSystems Software outside of a Monday-Friday period will only happen in association to an Urgent or High case, if no workaround or remedy such as reconfiguration of the Software is available, and if the End-Customer is entitled to 24x7 support.

Help Us Help You

To speed up the troubleshooting of your problems, be sure to include the below information in your communications:

When you use Support Portal to open your support cases most of the information above is automatically filled in. Even when submitting Urgent tickets, you should open it initially via Support Portal and then phone Support for expedited assistance.

Be sure to accurately explain the problem you are experiencing so that our support engineers can help you solve your problem quickly. Also, make sure you are available in case our support engineers need your assistance for further troubleshooting.

Support Level Availability

Each edition of OutSystems comes with an included Support level:

  Basic Standard Enterprise
Included Support Level Level 1 Level 2 Level 3 (*)
Support Level Upgrade Options - Level 3 (*) -

(*) Customers with TSM service get improved response times
Note: this table applies only to customers with a valid Subscription in force after January 1, 2020. Customers with a subscription in force before that date should consult the prior terms for support response times.

Escalating Support Tickets

OutSystems has an implemented Escalation Management practice that ensures we resolve tickets maximizing value for our customers. You can escalate a ticket when you feel that either:

  • Your ticket has become more severe or should have a higher severity level; or

  • We are not resolving your Service Request appropriately.

Before you request escalation, make sure that you have opened a Support Ticket. The information on the ticket must enable us to understand:

  • The severity of the issue for your business.

  • Why OutSystems must work on the issue with higher urgency.

When you escalate a ticket, the support team is trained to trigger internal escalation within the management of OutSystems Support, following our practice.

Scope of OutSystems Support

OutSystems Support covers development and production issues for OutSystems PaaS and on-premises deployments, covering for you in situations such as:

  1. Troubleshooting issues with the OutSystems development tools (Service Studio, Integration Studio, etc) and the publish processes;

  2. Troubleshooting well-defined situations where runtime primitives, built-in integration methods, supported forge components or public API do not behave as documented;

  3. Issues with our consoles (such as Service Center and LifeTime) and the use-cases supported by them (e.g. staging, performance monitoring);

  4. Troubleshooting operational or systemic problems with PaaS resources;

  5. Problems detected by OutSystems monitoring systems.

OutSystems Support does not include:

  1. Developing applications for you, or answering questions on your application architecture or on recommended development patterns best practices;

  2. Debugging your applications;

  3. Analyzing and troubleshooting the performance of your applications or your infrastructure

  4. Analyzing and troubleshooting customizations made to Supported components obtained from the OutSystems forge;

  5. Analyzing and troubleshooting behaviors in non-Supported community-developed components obtained from the OutSystems forge

  6. Performing system administration tasks (including network tasks and troubleshooting networking issues) on on-premises installations

  7. Performing system administration tasks on PaaS installations outside of the service catalog

  8. Answering questions about the roadmap and future features of the OutSystems platform. Customers are free to suggest new features through our Ideas page at outsystems.com/ideas 

Additionally, OutSystems shall have no obligation to support:

  1. Software installed on any hardware and/or interfaces that are not supported by OutSystems;

  2. Problems caused by Customer’s negligence, abuse or misapplication or use of the Software other than as specified in the Documentation, in the Licensing Information or other causes beyond the control of OutSystems.

OutSystems documents the correct usage and expected behavior of the platform in its public documentation.

Software Updates

Software Updates are available to customers with a valid and active Subscription. OutSystems provides two types of Software Updates:

  • Patches are maintenance updates that include defect fixes and, occasionally, minor new features; and

  • Major versions are evolutionary updates that introduce significant improvements and changes. Major versions may have changes that break existing applications.

Learn more about software updates on the Product Lifecycle information page

PaaS customers must contact OutSystems Support to schedule the update of their environments. OutSystems takes care of installing new updates and versions in all environments. Customers only have to update their applications. When a version of the OutSystems software reaches the end of mainstream support, OutSystems will schedule mandatory upgrades of the PaaS environments to a supported version.

Customers with on-premises environments customers are responsible for updating those environments and their applications. You can find new Software Updates in the Downloads area of the OutSystems website. You may also request an Application Upgrade service from OutSystems or from one of our partners (fees not included with your subscription).

Software Updates may impact your running applications.

You should plan your update carefully to have a minimal business impact. When a Software Update impacts existing applications, OutSystems will provide a technical note with update strategies. See Upgrade OutSystems Platform for details.

End of Support for Older Software Versions

OutSystems provides regular Support and Updates for each Software Version:

  • For a minimum of 2 years from the original release date;

  • As long as a valid Subscription exists; and

  • Until OutSystems discontinues such Software Version.

OutSystems plans for the discontinuation of a version from the moment it is released; customers can consult the Product Lifecycle information page to understand the timelines for discontinuation of their current version and plan accordingly.

When support ends for a particular Software Version is discontinued, OutSystems is no longer able to release Updates to such version. Customers with a valid Subscription are still entitled to open Support Tickets for a Software Version that reached the end of mainstream support, but:

  • OutSystems cannot guarantee a response within the defined SLA;

  • Ticket resolutions will only include advice or workarounds (when available);

  • When a fix is needed to resolve a ticket, OutSystems will only provide such fix in an Update for a currently supported version. In this situation, the customer will have to upgrade their platform to a version under mainstream support;

  • Availability SLA for the OutSystems PaaS is not guaranteed.

For questions about OutSystems Platform licensing, details of your subscription and questions on licensed features, you can:

  • Contact your sales representative or account manager.

If you don’t have an account manager or don’t know the contacts of your sales representative, please use the contact form at outsystems.com/contacts/.