The Support and Production-Critical Helpdesks are unable to provide support for the following:
- Users without a valid Verj.io Support Package.
- End of Life, Beta, Release Candidate or Development releases.
- Customised versions of Verj.io products and service releases.
- Undocumented or private features, APIs, and settings.
- Outdated or unsupported platforms, systems, applications, or libraries.
- Third-party environments, services, or applications.
- Application development questions or requests.
- Support for End Users.
- Product training.
- Professional Services.
- Support in languages other than English.
1. Users without a valid Verj.io Support Package
Helpdesks are only available to users who currently have a Verj.io Support Package which explicitly grants them access to them.
Users accessing the Support Helpdesk who do not have a valid Verj.io Support Package will be directed to the Community Forum or Resource Hub by our Support Engineers as appropriate.
Users accessing the Production-Critical Helpdesk who do not have a valid Verj.io Support Package will be directed to the Support Helpdesk, Community Forum, or Resource Hub by our Support Engineers as appropriate.
2. End of Life, Beta, Release Candidate or Development releases
Helpdesks can only offer support for currently supported, publicly released versions of Verj.io products and services.
They cannot offer any support for Verj.io products and services that are:
- Passed their End of Life.
- Designated as a beta release.
- Designated as a release candidate.
- Designated as a development release.
3. Customised versions of Verj.io products and service releases
Our Support Engineers cannot troubleshoot an issue if they suspect it is caused by a customisation of the Verj.io product or service. Neither can they assist in the development of customisations, although they can verify if our code is working as intended via the Support Helpdesk.
A customisation may be:
- A modification to a Verj.io product or service, including:
- Using different versions of client-side libraries or frameworks to those that are shipped.
- Using different versions of Java or Apache Tomcat to those that are shipped.
- Using different versions of server-side libraries to those that are shipped.
- The addition of custom or third-party, libraries, extensions, and frameworks, including:
- Client-side HTML, SCSS and CSS libraries and frameworks.
- Jars, wars, and Java classes.
- The removal of shipped libraries and frameworks from a Verj.io product or service.
4. Undocumented or private features, APIs, and settings
We strongly advise against using any internal or undocumented features, APIs, and configuration settings as they may be changed or removed without warning.
Our Support Engineers cannot support any issues that arise from the use of these features.
5. Outdated or unsupported platforms, systems, applications, or libraries
Our Helpdesks are unable to troubleshoot issues where Verj.io products and services are running on, or interacting with, end of life or otherwise incompatible platforms, environments, systems, products, services, applications, or libraries.
For example, incompatible or obsolete:
- Client or host machines.
- Databases.
- Operating Systems.
- Java versions.
- JavaScript libraries.
In these cases, our Support Engineers will recommend you upgrade or replace the obsolete or otherwise incompatible component and may direct you to our Community Forum where our community may be able to help.
Running a Verj.io Application on Verj.io On-Premises or Verj.io Cloud that has been developed using a different Verj.io Studio Landmark Series Release is not supported. For example, an application developed with Verj.io Studio v4.x.x running on Verj.io On-Premises v5.x.x.
Older Verj.io Applications must be upgraded before they are deployed to newer Verj.io On-Premises or Verj.io Service Plan releases.
6. Third-party environments, services, or applications
Our Support Engineers are unable to support any environments, systems, systems, or applications which are not owned or operated by Ebase Technology Ltd.
Examples include:
- Load-balancers.
- Firewalls.
- Web Proxys.
- REST and SOAP services.
- Databases.
- Cloud Platforms (e.g., AWS, Azure, Oracle).
- Authentication Servers and services.
- Application Servers other than the version of Apache Tomcat shipped with the product or service.
If an issue is caused by a third-party product or service, our Support Engineers may be able to offer advice on how to resolve the issue. They can only do so based on their existing knowledge, which may not be complete or represent the third-party’s best practices.
Ebase Technology Ltd cannot endorse, provide support, or accept liability for third-party products, services, or solutions you may use based on our advice.
7. Application development questions or requests
Our Support Engineers are unable to answer general application or technical questions. Please ask these types of questions on our Community Forum where the whole of our community may be able to help.
8. Support for End Users.
Our Support Engineers cannot provide any support to your end users.
9. Product Training
Our Support Engineers endeavour to be as helpful as possible but cannot teach users how to use Verj.io products and services or any of their features.
If, in their opinion, they believe an issue is caused by a knowledge-gap they may refer you to the Resource Hub, or to your Account Manager, who can discuss our full training course prospectus.
10. Professional Services
Our Support Engineers are unable to provide services outside troubleshooting and resolving issues, such as:
- Application planning, design, and development.
- Deployment and capacity Planning.
- Installation and upgrade Services.
- System and performance tuning.
Consultancy for subjects such as these may be arranged with our Professional Services team via your Account Manager.
11. Support in languages other than English.
Our Support Engineers cannot communicate in any language apart from English.