Found Standard

Not for editing

Subject to the terms of this Support Policy, Found provides technical support to users of Found by Elastic at no additional charge. Requests for support may be submitted as described on our support page at www.elastic.co/found/support. Requests for support should contain a reasonably detailed explanation of the issue for which you are seeking support.

Support Hours

We will use commercially reasonable efforts to respond to requests during our standard support hours, which are 8:00 - 16:00 Norwegian local time (GMT+1) Monday through Friday, excluding Norwegian holidays.

Eligibility

To be eligible for technical support, you must have a current subscription to the specific Found by Elastic service for which you request Support, and your account must be current.

Supported Issues and Exclusions

Examples of supported issues are:

  • Troubleshooting and diagnosing issues in connection with our Services;
  • Assisting you in evaluating problems regarding connectivity and performance;
  • Reporting a Service issue, for instance bugs or Service not available;
  • Help with restoring data from our backup systems; and
  • Found Support will also assist you in providing us with information in order to help resolve technical issues related to the Service in question.

Some examples of issues that are not supported are:

  • Development and configuration of the your application, or software for use together with Found Services;
  • Custom coding, alteration or modifications of any Found Services;
  • Any use of the Service that causes malfunctioning of your system, including, but not limited to, software, website, application, operating system and hardware.
  • Troubleshooting data or functional problems that result from how the Service is being used;
  • Any issues or problems related to your software, or underlying operating system or hardware;
  • Optimization and performance tuning of your software, operating system or hardware; and
  • Personal training, custom technical work or similar needs.

We may, at our own discretion and on a case-by-case basis, consider helping you diagnose and repair any non-supported issues. In this case, a service fee may be imposed on such issues for every hour we start working on the issue. We will inform you about any service fees prior to commencing such work.

Expired Support Requests

Support requests automatically close 7 days after we respond unless you provide additional information. If further assistance is needed after a support request has expired, please reopen the support case or create a new support request.