Support Policy
Version 1 · Effective August 28, 2026
This Support Policy describes the support Vantaura Security provides for the RelentLens software. It is incorporated by reference into your Order Form; the version in force is stated there. A later change to this policy cannot reduce your purchased support tier during a paid term.
RelentLens is self-hosted — you run and operate the Software in your own Kubernetes environment. Vantaura provides product support, not managed operations. Because we do not run your cluster, this policy provides response targets only — there is no availability SLA and no service credits.
Scope
In scope: defect diagnosis and correction; installation and upgrade assistance; configuration and tuning guidance; license issuance and re-issuance; and documentation clarification — for the current, unmodified release running on a supported platform.
Out of scope: custom development or bespoke detections; issues rooted in your environment, network, Kubernetes platform, or hardware; third-party components you supply (such as your configured LLM endpoint, object store, or identity provider); operating or monitoring your cluster on your behalf; and unsupported, modified, or end-of-life versions.
Plans
Standard Support is included with every production subscription. An optional Premium plan (faster response targets and a named contact) may be offered as an add-on.
Support hours
Monday–Friday, business hours (US Central), excluding US public holidays. Severity 1 acknowledgements are handled during support hours.
How to reach us
The customer portal ticketing system is the primary channel and system of record for all formal requests. A support email alias that creates a ticket is also available.
Severity levels
- Sev 1 — Critical: production Software is down or a core function is unusable with no reasonable workaround.
- Sev 2 — High: a major function is impaired or unstable; a workaround exists.
- Sev 3 — Normal: a minor or cosmetic defect, or a limited-impact issue.
- Sev 4 — Request: a question, documentation request, or enhancement idea.
Response targets
These are initial-response targets, not resolution guarantees, measured in support business hours:
| Severity | Target initial response |
|---|---|
| Sev 1 | 12 business hours |
| Sev 2 | 1 business day |
| Sev 3 | 2 business days |
| Sev 4 | 3 business days |
We work Sev 1 issues continuously during support hours until a workaround or resolution is provided.
Supported versions
We support the current minor release (N) and the immediately prior minor release (N-1); security fixes are delivered on N. End-of-life for a release is announced with at least 90 days’ notice. To receive fixes, remain within the supported window; assistance with out-of-window versions is limited to helping you upgrade.
Updates & upgrades
All updates and upgrades released during your subscription term are included. Delivery is by signed container images and Helm chart; because the product is self-hosted, you apply updates in your environment, with our guidance.
Submitting a request
Include your version, edition, an environment summary, reproduction steps, and relevant logs. Support bundles and ops-file uploads may contain personal data; they are handled under our Data Processing Addendum, pass through a sanitization step on upload, and are auto-purged 360 days after a ticket is closed. Please minimize and redact sensitive content.
Escalation
You can flag a Severity 1 issue or an aging ticket for escalation within the portal; our internal escalation is handled during support hours.
Changes
This policy is versioned; changes are published with an effective date and cannot reduce your purchased support tier during a paid term. Your Order Form pins the governing version.