This page explains how Probativa provides support for its software products and how customers can request assistance.
Our support approach is designed to be clear, predictable, and appropriate for professional and organizational use.
Scope of Support
Probativa provides support for:
- Licensed Probativa software products
- Installation and activation issues
- Licensing and renewal questions
- Product functionality and usage questions
- Reported defects or unexpected behavior
Support is provided for supported versions of our software within the applicable update period.
Supported Versions
Support is provided for:
- Current software versions
- Versions released within the active update period associated with the product license
Versions released after the update period has expired may continue to run but are not guaranteed to receive support or fixes unless the update period is renewed.
This ensures:
- Predictable support scope
- Reproducible environments
- Clear expectations for maintenance
How to Contact Support
Support requests can be submitted via the contact options listed on this website.
When contacting support, please include:
- Product name and version
- Operating system and environment
- A clear description of the issue
- Any relevant error messages or logs (if available)
Providing complete information helps us respond more effectively.
Response Expectations
Probativa aims to respond to support inquiries within a reasonable timeframe, based on:
- The nature of the request
- Severity and impact
- Available information
Response times may vary depending on:
- Product
- Licensing level
- Time zone
- Complexity of the issue
Enterprise Support
Organizations with specific requirements may request:
- Priority support arrangements
- Defined response times
- Support agreements aligned with internal processes
- Licensing or deployment assistance
Enterprise support options are available upon request and subject to agreement.
Updates and Fixes
When issues are identified:
- Fixes or improvements may be included in future software updates
- Updates are released in a controlled and versioned manner
- Not all reported issues result in immediate changes
Probativa does not apply changes to customer environments without explicit user action.
What Support Does Not Cover
Support does not include:
- Custom development or feature implementation
- On-site support
- Administration of customer systems
- Legal or compliance advice
- Recovery of data intentionally erased using Probativa software
This helps maintain clear and fair boundaries.
Self-Service Resources
Additional resources may be available, including:
- Product documentation
- Licensing information
- Release notes
- Compliance and security documentation
These resources are intended to support independent and informed use of the software.
Responsible Use
Some Probativa products perform irreversible operations (such as secure data erasure).
Customers are responsible for:
- Understanding product behavior
- Verifying configurations before execution
- Ensuring compliance with internal policies
Support cannot reverse completed operations.
Contact
If you need assistance or have a support-related question, please contact us using the available contact options.
We aim to provide clear and professional responses.