1. Scope
1.1 This Support Policy sets out the support Ory provides under each subscription plan, including Ory Network plans and Ory Enterprise License subscriptions. It is incorporated into the Agreement by reference in the Terms of Service and in each Order Document.
1.2 The support tier applicable to Customer is the tier stated in the Order Document or, for subscriptions purchased online, the tier shown for that plan on ory.com at the time of purchase.
1.3 Support under an existing agreement remains governed by that agreement unless the parties agree otherwise in writing. The support tier applicable to any renewal shall be specified in the applicable renewal Order Document.
1.4 Capitalized terms not defined here have the meaning given in the Terms of Service.
2. Definitions
- Business Day: Monday through Friday, excluding public holidays Ory publishes in advance on the Support Portal.
- Business Hours: 24 hours on each Business Day, measured in UTC.
- Initial Response: a substantive response from an Ory support engineer addressing the Support Request. Automated acknowledgements do not constitute an Initial Response.
- Production Environment: an Ory Network project designated as production, or Customer's live deployment of Ory Enterprise License software serving end users. Staging, development and test environments are not Production Environments.
- Severity: the impact level assigned to a Support Request under Section 4.
- Support Portal: the ticketing system Ory designates for support at support.ory.com, or any successor location Ory notifies to Customer.
- Support Request: a request for support submitted by Customer under this policy.
3. Support by plan
The applicable support tier is set out below. Customers on any tier may also use community channels.
| Community Support | Standard Support | Enterprise Support | |
|---|---|---|---|
| Plans | Developer, Production, open source | Growth | Ory Network Enterprise, Ory Enterprise License |
| Channels | Ory community Slack workspace and public GitHub repositories | Support Portal, email | Support Portal, email, private shared channel |
| Coverage | None | Business Hours | 24/7 for Severity 1 and 2 in a Production Environment; Business Hours otherwise |
| Initial Response targets | None | None | Section 5 |
| Concierge Onboarding | No | No | Section 10 |
| Business reviews | No | No | Section 3.3 |
| Roadmap information | No | No | Section 3.4 |
| Availability SLA | No | No | Ory Network Enterprise only, Section 11 |
3.1 Community Support is provided by the community and Ory staff at their discretion. Ory does not commit to answering, triaging or resolving any community post, GitHub issue or pull request.
3.2 Standard Support is provided on a best-effort basis during Business Hours. Ory may resolve a Support Request by referring Customer to the Documentation where the answer is available there.
3.3 Enterprise Support includes business reviews on request, at mutually agreed times, no more than quarterly.
3.4 Roadmap information Ory shares with Enterprise Support customers is Ory's Confidential Information, provided for information only. It is not a commitment to deliver any feature or functionality.
4. Severity levels
| Severity | Definition |
|---|---|
| Severity 1 (Critical) | A Production Environment is unavailable or unusable for all or substantially all end users with no workaround, or an active security incident affects the Ory products in Customer's Production Environment |
| Severity 2 (High) | A core function in a Production Environment is materially impaired, or a significant share of end users is affected, with no reasonable workaround |
| Severity 3 (Normal) | A feature does not work as documented and the impact is limited or a workaround exists, or any issue in an environment other than a Production Environment |
| Severity 4 (Low) | Questions, Documentation requests, cosmetic defects and feature requests |
4.1 Severity 1 and Severity 2 apply only to Production Environments. Issues in any other environment are Severity 3 or lower.
4.2 Customer proposes the Severity when submitting through the Support Portal. Ory may reclassify a Support Request to match the definitions above and will notify Customer. If Ory lowers the Severity, the Initial Response target for the new Severity is measured from the original submission. If Ory raises the Severity, it is measured from the reclassification.
4.3 Feature requests are Severity 4. Ory records them for product review and does not commit to building them.
5. Initial Response targets
For Enterprise Support, Ory will use commercially reasonable efforts to meet these targets.
| Severity | Initial Response target | Coverage |
|---|---|---|
| Severity 1 | 30 minutes | 24/7 |
| Severity 2 | 60 minutes | 24/7 |
| Severity 3 | 1 Business Day | Business Hours |
| Severity 4 | 2 Business Days | Business Hours |
5.1 Initial Response targets apply only to Support Requests submitted through the Support Portal. Time is measured from submission and, for Severity 3 and Severity 4, accrues only during Business Hours.
5.2 Initial Response times are service objectives, not guaranteed response or resolution times. Failure to meet an Initial Response target does not, by itself, constitute a breach or entitle Customer to service credits.
5.3 For Severity 1 and Severity 2, Ory will use commercially reasonable efforts to work on the Support Request continuously, subject to Section 7.1.
5.4 Standard Support and Community Support have no Initial Response targets.
6. Requesting support
6.1 Customer submits Support Requests through the Support Portal.
6.2 Customer may also email [email protected]. Emailed requests are handled during Business Hours and have no Initial Response target.
6.3 Ory may designate additional intake channels on the Support Portal. A private shared channel is for collaboration and questions and is not an intake channel unless Ory designates it as one.
6.4 Customer shall provide information reasonably necessary to investigate a Support Request, including the information the Support Portal requests. Ory's ability to investigate and resolve a Support Request is subject to Customer's cooperation.
6.5 Ory support personnel's access to Customer's Ory Network projects is limited to read-only service logs. Ory has no access to Customer's self-hosted environments. Customer remains responsible for changes to its projects and self-hosted environments.
7. Customer responsibilities
7.1 Customer shall maintain a technically qualified contact available to cooperate continuously on Severity 1 and Severity 2 Support Requests. Ory may suspend continuous work while that contact is unavailable.
7.2 Customer shall provide diagnostics, logs and other information reasonably requested by Ory, perform troubleshooting steps in its own environment, and apply fixes, upgrades or workarounds Ory provides.
7.3 Customer is responsible for its own systems, infrastructure, configuration and end-user support, and for deploying Ory Enterprise License releases in its environment.
8. Scope and exclusions
Support includes assistance with the use of the subscribed Ory products and investigation of reported defects, subject to the exclusions below. Ory is not obligated to provide support for issues:
- caused by third-party products or services not provided by Ory, including databases, networks, load balancers, identity providers and messaging systems;
- caused by Customer's systems, infrastructure or configuration, or by modifications or integrations not made or approved by Ory. A defect in an Ory product is not excluded only because it occurs in Customer's infrastructure;
- arising from use contrary to the Documentation or the Agreement;
- in beta, preview or experimental features;
- in Ory Enterprise License releases outside Section 9.3;
- involving a reported defect that Ory cannot reproduce after commercially reasonable efforts.
8.1 Ory will use commercially reasonable efforts to determine whether a reported issue falls within the scope of support.
8.2 Support does not include writing or reviewing Customer's application code, operating Customer's infrastructure, or professional services.
9. Ory Enterprise License: releases, security fixes and supported versions
9.1 Releases. Ory issues Ory Enterprise License releases on a regular basis, including releases for security fixes under Section 9.2. Release frequency is not guaranteed.
9.2 Security fixes. Ory addresses vulnerabilities in Ory Enterprise License software in accordance with the Ory security policy published in the Documentation. Fixes are delivered in new releases. Customer is responsible for deploying them.
9.3 Supported versions. Ory provides security patches and bug fixes for the current Ory Enterprise License release and for releases published within the previous twelve (12) months. Fixes are delivered in new releases and are not backported. Ory may provide diagnostic assistance for earlier releases, but remediation may require Customer to upgrade to a supported release.
9.4 Upgrades and data migration. Enterprise Support includes guidance on upgrading to new Ory Enterprise License releases, including the data migrations those releases require. Customer performs the upgrade and migration in its own environment.
10. Concierge Onboarding
10.1 Each customer receives one Concierge Onboarding period of 30 consecutive days with its first Enterprise Support subscription. An Order Document for an additional Ory product may include a further Concierge Onboarding period for that product. Renewals do not include Concierge Onboarding.
10.2 Concierge Onboarding begins on a start date agreed by Ory and Customer. Customer may request a start date by notifying Ory at least ten (10) Business Days in advance. Ory recommends beginning Concierge Onboarding within 90 days after the subscription start date in the applicable Order Document. Concierge Onboarding is available during the initial term of that subscription.
10.3 Concierge Onboarding includes technical discovery, implementation guidance, an agreed implementation plan, and check-ins at a mutually agreed cadence, not exceeding weekly.
10.4 Concierge Onboarding is advisory, provided on a commercially reasonable efforts basis, and is not professional services. Ory does not guarantee that Customer reaches production by any date.
10.5 Unused time does not carry over, extend the period, or convert to credits or refunds.
11. Availability SLA and service status
11.1 Availability commitments and service credits apply only to Ory Network Enterprise and are set out in the Ory Network Service Level Agreement at ory.com/legal/service-level-agreement. No other plan, including Ory Enterprise License, has an availability commitment or service credits.
11.2 status.ory.com is the official source for Ory Network service status, incidents and planned maintenance notices.
12. Changes to this policy
12.1 Ory may update this policy by publishing a new version with its effective date.
12.2 No update will materially reduce the support entitlements Customer has purchased for the current subscription term, including the support tier, coverage hours, intake channels, Initial Response targets, supported-version coverage and Concierge Onboarding.