Support Terms
Support commitment
We are committed to helping you get the most out of Yurbi. When you contact us, you hear back from the engineers who built the software — not an outsourced support queue. Our goal is to resolve every issue as quickly as possible and keep you informed throughout.
What support covers
Active subscribers receive the following support services:
- Troubleshooting unexpected behavior or software defects
- Guidance on installation, configuration, upgrades, and product features
- Assistance reproducing reported issues and providing workarounds where available
- Notification of known issues and scheduled releases that address reported defects
- Access to all New Releases, Maintenance Releases, and Fix Packs made available during the active Term
What support does not cover
The following are outside the scope of included support and are available through Professional Services:
- Implementation design, architecture review, and deployment planning
- Custom report development, Yurbi App configuration, or database schema design
- Issues caused by unsupported hardware, operating systems, or third-party software
- Issues that cannot be reproduced in a standard supported environment
- Support to OEM's end customers (see OEM Support Scope below)
OEM support scope
5000fish provides support directly to OEM and OEM's internal administrators, developers, and licensed users who work with the Yurbi software. We do not provide support directly to OEM's end customers. If an OEM's customer contacts 5000fish directly, we will redirect them to OEM. OEM is responsible for providing first-line support to its end customers.
Because Yurbi is self-hosted on OEM's infrastructure, 5000fish cannot directly access or modify any Yurbi installation. Support is delivered through guidance, documentation references, and where needed, screen-sharing sessions with OEM's authorized personnel.
Authorized support contacts
OEM's designated support contacts are listed in Exhibit A of the License Agreement. 5000fish may also provide technical assistance to OEM's internal administrators and licensed users directly. Account-level matters — including license inquiries, billing questions, and requests involving sensitive account information — will be handled only upon confirmation from a contact designated in Exhibit A.
How to reach us
Email is our primary support channel and produces the fastest response. For critical production-down issues, phone is available but routes to a voicemail directing you to email for fastest handling.
- Email (primary): support@yurbi.com
- Phone: 1-888-YURBI-01 (routes to email guidance; available for P1/P2 escalation)
- Ticket Portal: support.yurbi.com
- Self-service resources (knowledge base, videos, community, changelog, roadmap): yurbi.com/support
Submitting a support request
To help us resolve issues as quickly as possible, please include the following with your initial request:
- Your Yurbi version number
- Your server operating system and environment (Windows / Linux / Docker)
- A clear description of the unexpected behavior, including steps to reproduce
- The contents of your Yurbi logs directory — providing logs upfront significantly reduces back-and-forth and resolution time
For complex issues, we may schedule a screen-sharing session to work through the problem together.
Response time targets
Response time is measured from receipt of a support request to first response from a Yurbi support engineer. Email is the primary channel; phone is recommended for Priority 1 critical issues. Targets apply during business hours (8:00 AM – 5:00 PM Eastern, Monday – Friday, excluding US Federal Holidays). Priority 1 issues may be submitted at any time.
| P | Impact | Channel | Description | Response Target |
|---|---|---|---|---|
| 1 | Critical | Email / Phone | Production application unavailable; no workaround available. | 4 hours |
| 2 | High | Email / Phone | Application significantly restricted; no workaround available. | 8 hours |
| 3 | Medium | Application restricted; a workaround or alternative is available. | 1 business day | |
| 4 | Low | General question, how-to guidance, or enhancement inquiry. | 2 business days |
Resolution times are not guaranteed. Resolution depends on the nature of the issue. Software defects requiring code changes are addressed in scheduled releases. Issues caused by third-party software, customer server configuration, or infrastructure outside 5000fish's control are not within our direct resolution capability. We will keep you informed of status and expected timelines throughout.
Product releases
Customers with active subscriptions are entitled to all releases made available during their Term:
- New Releases (Major and Minor) — new capabilities, newly supported environments, and architectural improvements. Typically require a full uninstall and reinstall.
- Maintenance Releases (Refresh Packs) — incremental corrections and environment additions since the last major release. May require reinstall.
- Fix Packs — targeted corrections to specific components. Require an existing base release. Do not add new capabilities.
Yurbi ships updates on a weekly cadence. Release notes are published at roadmap.yurbi.com/announcements.
Product End-of-Life (EOL)
5000fish provides a minimum of twelve (12) months' advance written notice before a product version reaches End-of-Life. EOL notices are published at support.yurbi.com. Products at EOL status may receive limited continued support through a Professional Services engagement.
Professional Services
Advanced implementation assistance, custom development, architecture design, and training are available through Yurbi Professional Services, quoted and scoped separately from the software license and support subscription. Contact support@yurbi.com to discuss a Professional Services engagement.
Support questions, licensing inquiries, or Professional Services:
support@yurbi.com