Matrix Requirements Support Policy
Please read this document carefully before accessing or using Matrix Requirements products.
Last updated on August 12 2024.
Last updated on August 12 2024.
This Support Policy is effective from 12 August 2024.
This Support Policy is a part of the General Terms and Conditions and describes what support you as a Customer can expect from us regarding Matrix Requirements products. It encompasses technical assistance, software updates, bug fixes, security patches, and any other services provided by Matrix Requirements to maintain the functionality, security, and usability of products.
We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes.
What Our Support Service Covers
What Our Support Service Does Not Cover
Key definitions
"Active Support" means a period of time when a specific release is actively supported. Reported bugs and security issues are fixed and regular patch releases are made.
"Critical bugs" are bugs that cause a severe reduction in product functionality or a halt in workflow.
"End of Fixes" means a period of time when a specific release is supported for critical and high-severity security issues only.
"End of Support" is a phase when a specific release is no longer supported. Users of this release should upgrade as soon as possible, as they may be exposed to unpatched security vulnerabilities.
"Support Policy" means this support policy, as amended from time to time.
What Our Support Service Covers
Matrix support includes assistance with supported versions of MatrixALM and MatrixQMS configurations and how to use them until your subscription expires. The solution may consist of a fix, a patch, a workaround, or other solution as reasonably determined by Matrix. If you require custom work, you can purchase a consulting package or platinum support.
We will fix any issues with our products as quickly as possible after they are brought to our attention. We will also try to provide a solution for minor bugs as a precursor to a more substantial update to certain products as part of our scheduled product releases. If you think you have found a bug, please let us know. If you want to speed up the process, make sure to follow the steps in the MatrixALM Manual, the MatrixQMS Manual and/or FAQs first.
What Our Support Service Does Not Cover
Our support does not cover third-party products and services that we have not sold or licensed to you and for which we do not provide support.
Support Channels
Support for Matrix Requirements products is provided via:
Live Chat on our website (in the bottom right corner of the website) or
contact form on our website or
submitting a ticket on our website.
To get back to you with an answer quickly, please provide as much information as possible (including a description of an issue, specific URLs, project names, item names, screenshots, etc.).
Your inquiries and the information you share with us are confidential. Only you and our customer support team will see your ticket to assist you.
In addition, our the MatrixALM Manual, the MatrixQMS Manual and/or FAQs contain answers to common questions and may help answer questions you might have.
Support Hours
Our support hours are based on your core business hours. Regardless of where your offices are located, we do our best to Matrix technical support available throughout your business day. However, we are a small team and do not guarantee 24×7 support so we have predetermined standard support hours.
Standard EMEA support hours are from 8:30 am to 6 pm CEST, from Monday to Friday, excluding EU holidays.
Support inquiries may be submitted at any time. The actual resolution time will depend on the nature of the case and the solution.
Matrix is pleased to offer support services in English and German.
Product Lifecycle
The level of support services provided depends on the lifecycle stage defined for a particular product version. Current versions of the product are eligible for full support, including support services and updates/fixes.
Each release of the Matrix product is subject to a period of Active Support lasting one year from its initial release date. During this period, Matrix may provide updates, enhancements, bug fixes, and security patches.
Depending on the issues found, Matrix might require the customer to upgrade to the latest patch release to fix the issue. Patch releases are regular bug-fix releases that only contain minor feature changes.
After the one year of Active Support, the version enters the End of Fixes phase and is then supported for an additional one year with limited support. Matrix does not offer direct version support at this stage, other than to recommend upgrading to a version under Active Support.
After the End of Fixes date, the version reaches the End of Support. For these unsupported versions, Matrix is not obligated to provide new product enhancements or fixes, and support services are not available. Exceptions to the End of Support may be granted at Matrix's discretion under special circumstances. Requests for exceptions should be submitted in writing.
As a transition period for all versions below 2.3.7, Active Support and End of Fixes phase lasts until September 28, 2024. After this date, all versions below 2.3.7 enter the End of Support phase. Therefore, we strongly recommend that our customers upgrade to the latest version of the product to ensure continued functionality, security, and Active Support of the product.
For the current list of products and their status, see the table below.
The release notes for each version can be found on our website under the Features section.
Recommendations for Users
End of Support versions and after the End of Fixes date, the product may become vulnerable to security threats, compatibility issues, and other risks. Continued use of the product after the End of Support is strongly discouraged and may expose users to potential risks.
To ensure continued functionality, security, and compliance, we recommend upgrading to the latest version of the product and/or developing a transition plan in consultation with us to mitigate risks associated with the End of Support.
Contact Information
For inquiries regarding this Support Policy or assistance with transitioning from products reaching the End of Support, please do not hesitate to contact us.
Acceptance of Policy
By continuing to use Matrix's products, you acknowledge and accept the terms outlined in this Support Policy.
By using any part of our website or providing personal information to us, you consent to us processing it as set out in the Privacy Policy.