Support Terms
How to reach Andrisoft support and what each support plan includes. Last updated: 16 August 2026.
Our knowledge and practical experience help you make sure that your organization has the technical infrastructure and capacity to run Andrisoft solutions. The following support services cover the implementation and maintenance of the software.
1. Submitting a Support Request
Before opening a request, please check the User Guide and the Knowledge Base — answers to the most common questions are posted there. If no advice regarding your particular problem is available, submit a request:
- by email to
This email address is being protected from spambots. You need JavaScript enabled to view it. , with a description of your problem; or - through the Support Portal.
Different issues take different amounts of time to resolve. If a reported problem is confirmed as a software defect, we will do our best to fix it in the shortest time and release a patch for Andrisoft users to download.
2. Standard Support
Standard Support is provided free of charge to all customers with an active license, during the following coverage hours: Monday through Friday, 06:00 – 23:00 UTC, excluding public holidays. It provides:
- software maintenance, including updates and major version releases of the software that Andrisoft makes available to its licensees;
- remote support during the designated coverage hours, via email or the web portal;
- free re-issue of your license key at any time.
3. Priority Support
Priority Support is a paid plan for organizations that need extended coverage and prioritized handling. It provides:
- priority remote technical support during extended coverage hours: Monday through Friday, 08:00 a.m. – 12:00 a.m. (GMT), excluding public holidays;
- software maintenance, including updates and major version releases of the software that Andrisoft makes available to its licensees;
- support requests via email or the web portal;
- free re-issue of your license key at any time.
4. Enterprise Support
In the field of networking maintenance and security there is little margin for error, which is why we offer annual Enterprise Support agreements. To learn the specifics of these agreements, please contact an Andrisoft representative. Enterprise Support provides:
- clearly defined Service Level Agreements (SLAs);
- Managed Security Services, including day-to-day monitoring and interpretation of significant system events, DDoS attacks, and trend analysis;
- software maintenance, including updates and new releases of the software that Andrisoft makes available to its licensees;
- remote support via telephone, email or the web portal;
- a guaranteed maximum response time of 1 hour;
- availability 24 x 7 x 365;
- free re-issue of your license key at any time;
- access to Andrisoft Labs for downloading customized and optimized releases for a wider range of architectures.