Support & Updates Policy
This policy states what your Support Term entitles you to. It is referenced by Section 4 of the End User Licence Agreement, and the version in effect on the date of your Order applies to that Order.
What an Order includes
Every licence purchase includes a twelve-month Support Term covering both updates and support. Support Terms may be renewed at our then-current renewal price.
Updates
- During your Support Term you may download every release we publish. We do not distinguish "updates" from "upgrades"; there is one stream.
- When the Term ends you keep, perpetually: your licence, every release published during your Term (including the right to re-download them later), and the right to reactivate your Licence Key on replacement hardware.
- What lapses is only the right to download releases published after the end date.
- Entitlement is checked at the download gate. The software itself never checks, never contacts us, and never degrades because a Support Term ended.
- Renewing after a lapse restores access to everything released in the meantime, not only to releases published after you renew.
Note that a future Ignition platform version may require a newer build of the Software than your entitlement covers; compatibility with future platform versions arrives through updates.
Support
Support is by email to support@knurl.io.
- Licensed customers, within the Support Term. We aim to acknowledge within two business days, and to give you a genuine answer rather than a ticket number. Scope: installation, configuration, defect reports, and help interpreting the Software's diagnostics.
- Evaluators. Setup help is offered on a best-effort basis with no response-time commitment. We would rather help you find out whether the product fits than have you buy it and discover that it does not.
Support does not cover the design of your control system, your identity-provider or database configuration, or software we did not write.
Security fixes
Security fixes are delivered as ordinary releases. Two deliberate exceptions to the rules above:
- We will make security fixes available to a customer whose Support Term has lapsed, where the issue is serious and affects a release you are entitled to.
- We will continue to make security fixes available even to a customer we believe to be in breach of the licence. Leaving an exploitable flaw in a control system over a commercial dispute is not a trade we are willing to make.
Vulnerability reports go to security@knurl.io; see security.txt.
End of life
If we discontinue a product we will say so publicly, and continue to supply security fixes to licensed customers for at least twelve months from that announcement.