HQbird Support and Maintenance Policy
TOO IBSurgeon Software · Baizakova, 280, Almaty, Kazakhstan [email protected] · www.ib-aid.com
Version 1.0 · Effective 01 August 2026
This policy describes the technical support provided under IBSurgeon Support Services, as referenced in Section 6.1 of the HQbird End User License Agreement (the “EULA”, available at https://ib-aid.com/en/hqbird-eula/ and in the LICENSE.TXT file distributed with the software). Capitalized terms have the meanings given in the EULA. IBSurgeon will not materially degrade the level of support applicable under a Support Service during its paid term.
1. Who is entitled to support
Technical support for HQbird is provided only as part of an IBSurgeon Support Service — a separate, higher-level offering that bundles HQbird licenses or subscriptions together with technical support (a “Wrapper Service” under the EULA). Purchasing an HQbird license or subscription alone does not include technical support.
| Offering | Entitlement |
|---|---|
| Support Service (bundles HQbird licenses/subscriptions + support) | Full technical support under this policy, for the servers and licenses covered by the service, while the service is active and paid |
| Unlimited Subscription (license only) | Updates and Upgrades during the active Subscription Period; no technical support |
| Per-Server Subscription (license only) | Updates and Upgrades during the active Subscription Period; no technical support |
| Perpetual License | Updates and Upgrades only with an active maintenance period or Support Service; no technical support without a Support Service |
| Evaluation / Pre-release | No support (best-effort assistance only, at IBSurgeon’s discretion) |
| Educational | No support (community resources only) |
Support is provided to the Licensee’s designated technical contacts. End customers of Licensee’s business applications receive first-line support from the Licensee, not from IBSurgeon (EULA Section 3.4(c)(vi)); where the Licensee holds a Support Service, IBSurgeon supports the Licensee’s own technical team in resolving issues that are traced to HQbird.
2. What a Support Service includes
- Assistance with installation, configuration and upgrade of HQbird.
- Diagnosis of incidents and errors in HQbird, including replication, backup and monitoring components.
- Workarounds and bug fixes for confirmed defects in HQbird, delivered as Updates in accordance with IBSurgeon’s release planning.
- Access to all Updates and Upgrades of the licensed Edition during an active Subscription Period or maintenance period.
- Guidance on database recovery scenarios involving HQbird tools.
3. What support does not include
- Administration of the Licensee’s databases, servers or infrastructure (available separately as a service).
- Development, debugging or optimization of the Licensee’s applications or SQL code.
- Issues caused by hardware failure, operating system faults, third-party software, or modifications not made by IBSurgeon.
- Versions of HQbird past their end-of-support date (Section 6).
- On-site services.
4. How to contact support
- Email: [email protected] (primary channel; creates a ticket)
- Support hours: business days, 09:00–18:00 Almaty time (UTC+5)
- When submitting a request, include: HQbird version and Edition, operating system, a description of the issue, relevant log files, and the severity you assess (Section 5).
5. Severity levels and response targets
| Severity | Definition | Initial response target |
|---|---|---|
| S1 — Critical | Production database down or data inaccessible; no workaround | 4 business hours |
| S2 — Major | Production significantly impaired; workaround difficult | 8 business hours |
| S3 — Minor | Limited impact; reasonable workaround exists | 2 business days |
| S4 — Question | How-to questions, documentation, feature requests | 3 business days |
Response targets are goals for the first qualified response, not guaranteed resolution times. Resolution effort is continuous for S1 issues during support hours. Premium support levels with extended hours and shorter targets may be offered under separate agreement.
6. Supported versions
- The current major version of HQbird and the immediately preceding major version are supported.
- Older versions receive best-effort assistance only; fixes are delivered in current releases.
- End-of-support dates for major versions are announced at least twelve (12) months in advance on www.ib-aid.com.
7. Licensee responsibilities
- Maintain adequate backups of databases and data (EULA Section 10.4); support does not replace proper backup procedures.
- Provide reasonable diagnostic information and access to logs.
- Apply Updates recommended by IBSurgeon for the resolution of an incident.
- Provide first-line support to its own end customers.
8. Changes to this policy
IBSurgeon may update this policy for future support periods. Changes do not materially degrade the support applicable to a license during a paid support or Subscription Period already in effect (EULA Section 6.1).