1. Contact Times

You can contact us during these hours:

Available Times (Time zone)	Language
Monday to Friday, 10 a.m. to 11 p.m. CEST/CET (Berlin)* Monday to Friday, 10 a.m. to 6 p.m. CEST/CET (Berlin)*	English German
Monday to Friday, 5 a.m. to 5 p.m. EST/EDT (New York)* Monday to Friday, 4 a.m. to 12 p.m. EST/EDT (New York)*	English German

*All support times exclude public holidays in Berlin, Germany, or New York City, NY, USA. Dependent on issue, limited support may only be available during public holidays in Berlin, Germany.

2. Notification Path

The fastest way to request product support is via the Acrolinx Support Portal. To submit a ticket, you and your organization must first have a registered account for Acrolinx Support. If you run into any issues logging into Acrolinx Support, please see our knowledge article for details.

3. Classification and Prioritization

We classify and prioritize each request according to the following definitions:

Priority	Definition	Target Response Time	Our Effort
Urgent	Critical issues that result in complete service outages or data loss for all users. Our team will prioritize these issues and work to resolve them as quickly as possible.	4 working hours	Requires commercially reasonable continued work until there’s a workaround or resolution.
High	Issues that significantly impact the customer's ability to use our service, but do not completely prevent it. Examples include system performance degradation, intermittent connectivity issues, or the inability to access certain features or integrations.	1 working day	Requires commercially reasonable continued work until there’s a workaround or call remedy that satisfies the customer.
Normal	Issues that have a moderate impact on the customer's ability to use our service, such as minor bugs or errors that do not affect core functionality.	2 working days	Doesn’t require immediate action. Software defects may be corrected by patching a fix into the next software/code Service Release.
Low	Minor issues or inquiries that do not significantly impact the customer's ability to use our service, such as feature requests or general questions.	5 working days	Doesn’t require immediate action.

4. Resolution Process

We use the following process to resolve your support requests.

You open a support ticket.
A support team member helps identify one or more issues.
A support team member helps identify and assemble the resources required to solve the issue.
A support team member categorizes the issue in accordance with section 3 of this SLA.
If your issue turns out to be:

A bug, the support team opens an internal ticket. The internal ticket is assigned to our development team to investigate further. The support team provides periodic updates on the status of your support ticket.
A feature request. The support team points you to our Product Ideas page created to handle feature requests and talk directly with Product Management.
A support team member starts working on a solution or workaround.

5. Assistance Duties

When submitting a ticket for product support, please provide us with a clear and concise issue description. Additionally, please include the following information, as it may be helpful in ensuring the fastest possible resolution:

software version information
log files
screenshots
a technical contact to assist with data gathering, testing, and applying fixes
access to all relevant data required to pinpoint and solve the issue

This is in addition to any further assistance reasonably requested from the Acrolinx Support team.

Acrolinx assumes all data submitted to support follows all of your company's policies:

Confidential information (such as nonpublic information, business secrets, trade secrets, payment-related information, cardholder information) generally requires an active nondisclosure agreement.
Personal information (such as names, email, and IP addresses and employee-related information) generally requires an active data processing agreement.

If in doubt, please contact your compliance or legal department. Acrolinx's legal department (legal@acrolinx.com) is also happy to help.

6. Service and Support Coverage

For SaaS customers, Acrolinx provides the following at no additional fee:

General triage and troubleshooting related to Acrolinx platform and integrations
Bug fixes for the latest release
New versions/enhancements to platform and licensed integrations that are categorized as generally available

The following are not included under maintenance, but available on request at additional cost, or as part of a services subscription package:

Any requests for additional training, consultation, configuration, or guidance on best practices relative to Acrolinx administration
Enhancements to linguistic writing guides or guidance
Enhancements or specific actions related to customer-specific workflows or integrations

We do our best to avoid bugs, and we apologize in advance if a bug affects you. However, we know that there will be bugs in our system, as in almost all IT systems, despite using industry best practices.

Not included are:

Enhancements to linguistic writing guides or guidance
Enhancements or specific actions related to customer-specific workflows or integrations are provided at the discretion of Acrolinx

7. Security Issues

We classify security issues as critical, high, moderate, and low security risk according to the CVSS v3.1 specification.

For critical risk issues, we aim to remediate within 30 days
For high risk issues, we aim to remediate within 30 days
For medium risk issues, we aim to remediate within 90 days
For low risk issues, we don’t commit to a remediation date. These issues are worked on in the regular release cycle.

Security risk is evaluated based on industry-standard dependency and container scanners as well as automated penetration testing tools. These tools explain exactly how CVSS score is calculated with cited references.

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