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 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.
You can contact OutSystems Support using one of the channels below:
|Web Support||Phone Support|
Toll-free for telephony apps:
|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
Monday to Friday during OutSystems Business Hours excluding January 1st and December 25th
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:
Have the person register in the OutSystems Community;
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.
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 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.
|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
Customers are free to build their infrastructure to meet their demands.
Options available according to edition and add-ons.
OutSystems defines service Uptime as the availability of the Application runtime environments required to run Customer applications that serve end-users in production-type environments labeled as Production.
Monthly Uptime Percentage is calculated as 100% minus the percentage of Downtime minutes out of the total minutes during that calendar month. Downtime minutes are counted as the number of minutes the Application runtime is not accessible to end-users during the Support Access Periods the customer is entitled to. Where the Customer has more than one Production-type Application runtime environments, Uptime is calculated as the average of the availability of all such environments.
Monthly service Uptime commitment for PaaS customers by OutSystems is as per the table below:
|Basic (or) Standard||Enterprise (or) Standard with High Availability & Level 3 Support add-ons (or) Sentry add-on|
|Monthly Service Uptime||99.50%||99.95%|
Service Remedy: Upon Customer's notice to OutSystems in accordance with the Service Credits Claims process set forth below, if the availability of the Software for the month falls below the Monthly Uptime Percentage commitment (Service Uptime exclusions apply), then OutSystems will credit to Customer for the next subscription renewal a portion of the subscription fees related to the month where such failure occurred as follows (each a "Service Credit").
(% of Monthly Service Fees)
Basic (or) Standard
|Enterprise (or) Standard with High Availability & Level 3 Support add-ons (or) Sentry add-on|
Actual Monthly Uptime between 99.5% - 99.0%
Actual Monthly Uptime between 99.95% - 99.5%
|25%||Actual Monthly Uptime less than 99.0%||Actual Monthly Uptime less than 99.5%|
Service Credit Claims: In order to be eligible to receive a Service Credit, Customer must request such Service Credit from OutSystems no later than thirty (30) days following the end of any month in which Customer believes that the uptime commitment was not met. Service Credits not requested within such thirty (30) day period will be automatically forfeited. Service Credits shall be Customer's sole remedy for OutSystems failure to meet the uptime commitment. Service Credits shall not be redeemable for cash.
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.
OutSystems’ Disaster Recovery processes mitigate the risks associated with the failure of a single availability zone. 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 are 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 the system design is prepared to recover. Disruptions from which the system is not prepared to recover are considered force majeure, and the consequence of such disruption is not foreseen in the business recovery strategy. The OutSystems system design is not prepared to recover from a failure of a region or multiple availability zones, and therefore such events are considered force majeure.
The below image and example helps clarify these concepts:
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||Standard with High Availability & Level 3 Support||Enterprise||Sentry add-on|
|RTO (*)||24 hours||12 hours||15 minutes||15 minutes||15 minutes|
|RPO (*)||24 hours||24 hours||1 minute||1 minute||1 minute|
(*) 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 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 example, earthquakes, fires, flooding, asteroids);
Acts of parliament (for example, revolutions, action-restricting laws);
Acts of man (for example, war, terrorist attacks, strikes);
Force Majeure events that affect OutSystems suppliers or other third parties.
Service Availability add-ons for Self-Managed Environments
The following add-ons available for our customers allow them to manage Disaster Recovery to meet their business needs. We have add-ons available for On-premises customers.
|Disaster recovery add-on||
- Dedicated disaster recovery environment
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.
Support Severity Levels & Response Times
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:
|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|
After the first response, OutSystems Support will work on each ticket according to its current severity towards resolution. Depending on the Customer’s support level, OutSystems will, whenever possible, endeavor to provide the following:
|Severity||Level 1||Level 2||Level 3
(With or without TSM)
Continuous work during customer's business hours
Continuous work 24x7
|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.
Solving Support Tickets
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:
End-Customer Name: the owner of OutSystems Platform with the problem;
Activation Code: the infrastructure unique identifier. Learn how to find the Activation Code for your infrastructure;
The version of the OutSystems Platform;
The problem you are experiencing, and steps to reproduce the problem. Learn how to troubleshoot frequent problems;
What you think is the severity level of your problem, and why.
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:
|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:
Troubleshooting issues with the OutSystems development tools (Service Studio, Integration Studio, etc) and the publish processes;
Troubleshooting well-defined situations where runtime primitives, built-in integration methods, supported forge components or public API do not behave as documented;
Issues with our consoles (such as Service Center and LifeTime) and the use-cases supported by them (e.g. staging, performance monitoring);
Troubleshooting operational or systemic problems with PaaS resources;
Problems detected by OutSystems monitoring systems.
OutSystems Support does not include:
Developing applications for you, or answering questions on your application architecture or on recommended development patterns best practices;
Debugging your applications;
Analyzing and troubleshooting the performance of your applications or your infrastructure
Analyzing and troubleshooting customizations made to Supported components obtained from the OutSystems forge;
Analyzing and troubleshooting behaviors in non-Supported community-developed components obtained from the OutSystems forge
Performing system administration tasks (including network tasks and troubleshooting networking issues) on on-premises installations
Performing system administration tasks on PaaS installations outside of the service catalog
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:
Software installed on any hardware and/or interfaces that are not supported by OutSystems;
Problems caused by Customer’s negligence, abuse or misapplication or use of the Software other than as specified in the Documentation; in the applicable agreement(s) and Order(s); 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 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.
Licensing and Commercial Inquiries
For questions about OutSystems Platform licensing, details of your subscription and questions on licensed features, you can:
Explore the Licensing area of the Support knowledge base;
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/.