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Support Services Policy

Talisman

Scope of Coverage

Supported

  1. Talisman Platform containers: Web Application & DevMode/Build Container
  2. Talisman Platform Developer Experience capabilities
  3. Talisman Platform Operator Experience capabilities

Not supported

  1. Community projects upon which Talisman Platform is based including Apache Camel and Apache Camel Karavan
  2. Code and Integration services created by Users
  3. Modified images and/or libraries
  4. Third-party software/drivers and uncertified hardware/hypervisors
  5. System and network design

Supported Configurations

Talisman Platform tested and supported in the following environments:

Name Version
Operating System Red Hat Enterprise Linux 8,9
Ubuntu Server 22.04
Container management Docker 26
Kubernetes 1.29

Note

If your operating system (OS) or container management system is not listed among our supported configurations, please contact Talisman Platform to inquire whether it can be added to our list of supported environments. We are continually expanding our support to accommodate a wider range of technologies and configurations.

Terms of Service and Response times

Hours of coverage Support channel Number of cases
Standard business hours Email and Slack Channel No limit
Target Time / Incident level Severity 1 Severity 2 Severity 3
Response 4 business hours 1 business day 2 business days
Workaround 48 business hours 3 business day 1 business week

Note

Standard Business Hours are 9:00 AM to 6:00 PM (0900-1800) EST/EDT.

Standard Business Hours do not include weekends or local public holidays.

Note

For Issues in Third Party Software, Talisman Platform will use reasonable efforts to liaise with the applicable project steward.

Exclusions

Notwithstanding anything to the contrary in these Support Services Policy, Talisman Platform is not obligated to provide Support Services to Customer if:

(a) the Supported Software has been changed or modified or damaged;

(b) the Issue is caused by Customer’s negligence, hardware malfunction, the configuration of the platform or datacenter, network latency or causes beyond the reasonable control of Talisman Platform;

(c) the Issue is caused by third party software not licensed through Talisman Platform;

(d) Customer has not installed and implemented all available Maintenance Release(s) for the Supported Software; or

(e) Customer has not paid the Subscription fees when due.

Changes to Support Services

Support Services will be updated from time to time in Talisman Platform’s sole discretion provided that the level of service will not be materially reduced during Customer’s subscription term.