Support & Lifecycle

Get access to support and various other resources for using Ubersmith

Check the latest updates, Read our release notes

Onboarding

Once you sign up for Ubersmith, here’s what you can expect:

Around the clock support

You will receive login credentials to our portal. There, you can submit and view support tickets, view and pay your invoices, and much more.

Support tickets may be opened 24/7 by emailing support@ubersmith.com. You will generally receive a response within one business day.

The US-based Ubersmith support office is open weekdays from 8am to 6pm Eastern Time.

Self-hosted version users

If you are using our self-hosted version of the product, you can easily install or upgrade Ubersmith with our self-service installer.

We offer comprehensible documentation on how to install:

Support Roles

Learn more about our implementation guidelines and responsibilities

Customer Responsibilities

Backups: Customers are responsible for backing up data in Ubersmith, including the instance database, any appliance databases, and any appliance RRD files. We also highly recommend that you back up any custom development work done with Ubersmith, including custom code, modules, or plug-ins.

System Administration: Customers are responsible for standard system administration tasks, such as:

  • OS Install: While we handle the majority of an installation or migration, we ask that you provide a base OS install with SSH connectivity. Please refer to our System Requirements for a list of supported OSes.
  • DNS Routing: After installation or migration of Ubersmith, your System Administrator will need to handle pointing your server to the correct address.
  • PCI/Other Compliance: While we take security seriously, there are many issues that can fail in a compliance scan that are not Ubersmith-specific. We can provide proof of our compliance certifications and provide suggestions, but your System Administrator is ultimately responsible for your overall PCI compliance.

Ubersmith responsibilities

Standard Support: If you have any technical or other support issues specific to the Ubersmith software.

Support team availability

Monday – Friday from 9am ET to 5pm ET

We aim to reply to any ticket within two business days. Limited 24 hours support is available in case of emergency only.

Work on local installations

Monday – Thursday within 10am ET and 2pm ET.

Ubersmith support can install, upgrade, and migrate your Ubersmith instance.

Lifecycle Policy

Learn more of Ubersmith’s end of life dates

Support Lifecycle

The Ubersmith support lifecycle begins on the date of the release of a Major or Point Release and lasts for a fixed duration of a minimum of two years. During the General Support phase, Ubersmith offers critical updates and technical assistance. After the support. End of Life Date, software support will no longer be available. No updates will be made to unsupported versions of the software.

For all customers currently paying for Ubersmith, all future updates and upgrades are included with the monthly subscription fee.

Talk to Us

Reach out with any questions you might have about Ubersmith