Support Policy

1. General Overview

Coralogix shall provide support services to the Customer as outlined in this policy. Terms capitalized but not defined here shall have the meanings given in Coralogix Master Subscription Terms. Customers are expected to submit support requests through the channels designated under ‘Contacting Coralogix Support.’ To ensure timely assistance, Customers should provide Coralogix with necessary information and reasonable assistance, including a detailed issue description, relevant configuration details, log files, and help in reproducing errors.

2. Self-Help Resources

Coralogix offers various self-help resources for Customers to independently address queries regarding the Services. These resources are intended for reference only and do not constitute formal support. Customers are responsible for assessing the relevance and accuracy of any information they find. Available self-help resources include:

Documentation: Comprehensive guides and articles on utilizing and configuring Coralogix Services available at Documentation.
Coralogix Academy: Access pre-recorded courses at Coralogix Academy.

3. Support User Access

To ensure privacy, security, and efficient support management, and subject to the Customer’s approval, Coralogix will open and maintain a dedicated support user within the Customer’s account. This account will be used exclusively by Coralogix’s Support, Customer Success and R&D teams for processing and handling onboarding, data migration, and ongoing support, as well as proactive maintenance activities. All Support Services will be provided via the support user to allow audit transparency and to maintain the privacy and security standards of both parties. The Customer retains full control and may limit or revoke Coralogix’s access to the support account at any time by providing written notice to Coralogix.

4. Contacting Coralogix Support

Customers may submit support requests 24 hours a day, 7 days a week, through the following channels:

In-App Support Chat
Email: Send support requests to [email protected]

5. Support Plan

Coralogix will respond to support requests within 5 minutes and shall resolve incidents in accordance with the following timeframes:

Incident	Definition	Additional Actions
Business Critical Incident	(a) Complete failure or significant reduction in Service performance, or (b) the Customer is unable to access the Service at all.	Continuous work 24×7 to provide a Workaround or Resolution, with regular updates and senior-level escalation.
Degraded Service Incident	Partial failure or non-material reduction in Service performance, where the Customer can access some but not all features of the Service.	Support during Business Hours. If unresolved within 4 business hours, escalation to senior engineering.
General Issue	Any other issues that do not qualify as Business Critical or Degraded Incidents.	Issue addressed during Business Hours, offering a workaround or resolution as appropriate.

Business Hours:06:00 AM Sunday – 02:00 AM Saturday (GMT).
Incident: A situation where the Service does not perform as agreed in the Master Subscription Agreement, Order, or Documentation.
Resolution: The point at which Coralogix resolves the Incident or determines its caused by an exclusion.
Workaround: A temporary solution to restore functionality without fully resolving the issue.

6. Miscellaneous

6.1. Coralogix Technical Support services are provided exclusively in connection with Coralogix-related functionalities and offerings. We are unable to extend support for third-party products, services, or customer-specific configurations, including any non-Coralogix system infrastructure or external integrations. Support is limited to issues and inquiries directly related to the Coralogix platform and its supported features, integrations, and use cases, ensuring that all guidance and troubleshooting efforts are focused on maximizing your Coralogix experience.

6.2. Free and Pre-Commercial Services – Any services provided by Coralogix without charge, including alpha, beta, or other pre-commercial releases of Coralogix products or features, are offered as-is without guaranteed support.

6.3. Coralogix Support Services are available exclusively in English.

7. Modifications

Coralogix may revise Support Plan periodically. Any changes will not materially decrease the level of support during an active subscription term.