Talisman Platform Support Policy
Overview
Talisman Platform is committed to providing reliable, effective support for our customers. This policy defines our scope of support, configuration coverage, severity levels, and response and resolution commitments.
Scope of Support
What We Cover
- Talisman Platform Functionality – Assistance with Talisman Platform services, integration flows, and runtime behavior.
- Talisman Platform Configuration – Guidance on correct configuration and deployment options of the Talisman Platform.
- Talisman Platform Compatibility – Ensuring integrations remain compatible with upstream Apache Camel releases.
- Talisman Platform Diagnostics – Log, trace, and configuration analysis to help identify issues.
What We Do Not Cover
- Code and integration services created by customers.
- Modified images and/or libraries
- Third-party software/drivers
- Uncertified hardware/hypervisors.
- System and network design or architecture consulting.
- Professional services such as consulting or training (available under a separate agreement).
Integration Framework
Talisman Platform builds integration microservices using the upstream Apache Camel framework.
What does “upstream” mean?
“Upstream” refers to the official open-source project of Apache Camel, maintained by the Apache Software Foundation. By relying on upstream rather than a custom fork, Talisman Platform ensures that all integrations remain compatible with the official, community-driven releases of Apache Camel.
- We do not maintain our own fork of Apache Camel.
- This guarantees alignment and compatibility with official releases.
- Customers benefit from continuous improvements, security updates, and long-term sustainability provided by the Apache Camel community.
Our Role as a Liaison
Although we do not fork Apache Camel, Talisman Platform actively collaborates with the Apache Camel community by:
- Reporting issues, tracking resolutions, and sharing feedback directly with the community.
- Making a best-effort commitment to help customers diagnose and resolve Camel-related issues.
- Advocating upstream when fixes or enhancements require contributions to the Apache Camel project.
Support Terms
- Support is available to customers with an active subscription under the agreed plan.
- Talisman Platform provides defined response times and communication commitments based on severity levels.
- While we commit to responding and managing issues within targets times, final resolution may depend on upstream Apache Camel fixes, which are outside Talisman Platform’s direct control. In such cases, Talisman Platform will act as your advocate in the Apache Camel community and provide best-effort tracking and escalation.
Consulting & Training (Separate Services)
Talisman Platform Support covers product support only. Consulting and training services—such as solution design, custom development, and enablement workshops—are not included in Support and are available under separate statements of work and fees.
Severity Levels
| Severity | Description | Examples |
|---|---|---|
| High | Major functionality impaired or severe performance degradation; no workaround available. | Critical integration flows failing. |
| Medium | Partial loss of functionality; moderate impact with available workarounds. | Delays in data flow; significantly impacts development progress. |
| Low | Minor issues, general inquiries, or cosmetic defects with no significant operational impact. | UI cosmetic issue; documentation clarification. |
Response & Resolution
Talisman distinguishes between Response Commitments (time to first response) and Resolution Effort (best-effort work toward resolution; may depend on upstream Apache Camel).
| Severity | First Response | Resolution Effort |
|---|---|---|
| High | 4 business hours | Continuous effort until resolved. If an upstream Apache Camel fix is required, Talisman will advocate and track progress with the community. |
| Medium | 1 business day | Workaround or resolution targeted for the next planned release; may depend on upstream availability. |
| Low | 2 business days | Addressed in a future release or via documentation update. |
Support Availability & Channels
| Hours of coverage | Support channel | Number of cases |
|---|---|---|
| Standard business hours | Email and Slack channel | No limit |
Business Hours
Standard Business Hours are 9:00 AM to 6:00 PM (09:00–18:00) Eastern Time (ET).
Business Hours do not include weekends or local public holidays.
Supported Configurations
Talisman Platform tested and supported in the following environments:
| Name | Version | |
|---|---|---|
| Operating System | Red Hat Enterprise Linux | 8,9 |
| Ubuntu Server | 24.04 | |
| Container management | Docker | 27+ |
| Kubernetes | 1.31+ |
Customer Responsibilities
To enable effective support, customers agree to:
- Provide diagnostic information (logs, configurations, reproduction steps).
- Keep environments within supported versions and documented configurations.
- Acknowledge that some issues may require upstream fixes governed by Apache Camel’s release cycle.
Exclusions
Notwithstanding anything to the contrary in this Support Services Policy, Talisman Platform is not obligated to provide Support Services to a customer if:
(a) the Supported Software has been changed, modified, or damaged;
(b) the Issue is caused by the customer’s negligence, hardware malfunction, platform or datacenter configuration, network latency, or causes beyond Talisman Platform’s reasonable control;
(c) the Issue is caused by third-party software not licensed through Talisman Platform;
(d) the customer has not installed and implemented all available Maintenance Releases for the Supported Software; or
(e) the customer has not paid the subscription fees when due.
Changes to Support Services
Support Services may be updated from time to time at Talisman Platform’s sole discretion, provided that the level of service will not be materially reduced during the customer’s subscription term.