SERVICE & GUARANTEE

What we owe you, in writing.

The support plan that sits alongside your licence: what we commit to, how fast, what we deliberately do not promise, and what happens when we miss. Written to be kept rather than to sound impressive.

CRITICAL RESPONSE HALF A BUSINESS DAY PRICE $125/MO, EX VAT TERM MONTHLY CANCEL ANY TIME
READ THIS FIRST

There is no uptime guarantee, and there cannot be one

Prism runs on your hardware, inside your network. We do not host it, cannot see it, and cannot restart it. Any vendor promising you "99.9% uptime" on software installed in your own server room is selling you a number they have no way to control - your power, your disk, your VM host and your network decide that figure, not us.

So this plan commits to the things we genuinely control: how quickly we answer, how hard we work the problem, and how quickly a fix reaches you. Those are written below as dated commitments with a remedy attached. Everything else on this page exists to make those three honest.

01 · SCOPE

What the plan covers

IncludedWhat that means in practice
Priority support Your reports go to the front of the queue ahead of unplanned work and ahead of customers without the plan. Raised from inside Prism (Settings → Contact us) or by email, and answered within the response times in section 02.
Priority defect fixing A confirmed defect you report is scheduled against the targets in section 02 rather than queued behind roadmap work. You get told which release carries the fix.
Restore & recovery help If a database is damaged, a backup needs restoring, or an upgrade goes wrong, we work it with you until you are running again - including out of hours for a Severity 1. Prism snapshots itself every 24 hours and keeps 14; we help you use them.
Upgrade assistance We will walk a new version through with you, and we will hold or roll back a pushed update on request. Pushed updates are opt-out at your end at any time.
A quarterly working session Up to two hours per quarter with us on your actual configuration - statuses, templates, part numbering, BOM structure, reports. Not a sales call. Unused hours do not roll over.
A named route in You are not filing into a generic queue. Reports are read by the people who write the software.
02 · COMMITMENTS

Severity, response, and remediation

Two different kinds of promise, and the difference matters. Response is a commitment - a human who can act has read it and told you what happens next. Remediation is a target we work to and report against; software defects do not keep to a schedule, and a page that pretends otherwise is a page that gets quietly broken.

SeverityWhen it appliesResponse
(committed)		Workaround
(target)		Permanent fix
(target)
S1 - CriticalPRODUCTION STOPPED Prism is unusable for the whole team, or data integrity is at risk. No reasonable workaround exists. Within half a business day, and we aim for same day Within 3 business days In a release within 20 business days
S2 - Major A core workflow is blocked for a team or a module - orders cannot be raised, BOMs will not save - but the rest of Prism works. Next business day Within 10 business days In a release within 40 business days
S3 - Minor Something is wrong, awkward or cosmetic, and a workaround exists. Within 2 business days - Scheduled onto the backlog; we tell you where it sits and when it is likely
S4 - Question or request How do I…, can Prism…, we would like… Within 3 business days - Answered, or added to the roadmap with no committed date

Severity is set by us, in consultation with you, on the effect it has on your work - not on how urgently it was reported. If we disagree with your rating we will say so on first response and explain why, so you can escalate rather than discover it later. Anything that puts your data at risk is S1 regardless of how few people it affects.

03 · HOW THE CLOCK RUNS

When the hours are counted

Business hours Sunday to Thursday, 09:00-18:00 Israel time, excluding Israeli public holidays. A business day is those nine hours, so half a business day is four and a half of them - counted only while the clock is running. A report arriving outside those hours starts at the next opening.
Out of hours For a Severity 1 we will work outside business hours to get you to a workaround. That is an undertaking, not a staffed rota - we are a small team and we would rather say so than imply a 24/7 desk that does not exist.
The clock stops While we are waiting on you for something we need - logs, a screenshot, a test on your side, a remote session, or a decision. It restarts when that arrives. We will always say explicitly what we are waiting for.
Reproduction Remediation targets start when we can reproduce the fault, or otherwise identify its cause. Where we cannot reproduce it, the response commitment still stands and we will tell you what we need to get further.
Why this matters here Prism sends us no telemetry and no diagnostics. We cannot look at your instance. That is a deliberate privacy choice, and the trade is that we depend on what you send us.
04 · YOUR SIDE

What we need from you

None of this is administrative throat-clearing. Each item is something that, when missing, is the actual reason a fix takes a fortnight instead of a day.

A supported version The current release or the one before it. We will help you get there. We cannot commit to fixing a defect that only exists in a version we no longer ship.
Your backups Prism snapshots itself every 24 hours and keeps 14, on the same disk. Taking a copy off that machine is yours to do, and it is the difference between restore help and archaeology.
Enough to reproduce it What you did, what happened, what you expected, and roughly when. A screenshot beats a description. Settings → Contact us attaches these for you.
A named contact One or two people who can answer questions and authorise a restore or an upgrade window.
Access, if it comes to that For an S1 we may need a screen-share with someone at the machine. You are never asked to open a port to us, and we never hold credentials to your instance.
05 · NOT INCLUDED

What this plan is not

Said plainly here so it is never a surprise mid-incident. Most of these we are happy to quote for separately.

Your infrastructure The server, its OS, disk, backups-of-backups, network, VPN and antivirus. We will help you diagnose an interaction with Prism; we do not administer the box.
New features Requests are welcome and often get built, but a feature is not a defect and has no committed date under this plan. Bespoke development is quoted separately.
Third parties Your mail server, your issue tracker, your AI provider, carrier tracking sites. We will help identify where a failure sits; we cannot fix someone else's service.
Data entry and migration Bulk imports, cleanup and migration from another system are project work, not support. The quarterly session can be spent on planning it.
Training programmes The User Guide ships with Prism and the quarterly session covers practical questions. Structured training for a large team is quoted separately.
Modified installations If the application files or database have been altered outside Prism, we will help you get back to a known-good state, but the targets above do not apply to the modified version.
06 · IF WE MISS

A target with no consequence is a wish

If we miss a response commitment, tell us and that month's Service & Guarantee fee is credited in full. No form, no claim process - you point at the ticket and we credit it.

If we miss a remediation target on a Severity 1 or 2, we will tell you before the target passes rather than after, with a revised date and the reason. Miss two in a row on the same issue and the same credit applies. We would rather hand back $125 than have you find out from a calendar.

These credits are the agreed remedy for missed service targets under this plan. Nothing here limits your rights under the licence agreement or under law.

07 · COMMERCIALS

Term, price and cancellation

Price $125 per month for the whole company, regardless of seat count. Exclusive of VAT, which is added at checkout. It does not scale with your team, so it gets cheaper per person as you grow.
Term Month to month, alongside your licence. It starts when your first payment clears.
Cancellation Any time, effective at the end of the paid month. No notice period and no exit fee. Your licence and your data are unaffected - Prism keeps working, you simply drop to standard support.
Changes to this plan We may update these terms; the version that applies to you is the one published when your current month began. Material changes are emailed to your named contact before they take effect.
Where it sits This plan is the "Service & Guarantee plan" referred to in clause 04 of the Terms of use. Where the two ever conflict, the terms of use govern.
RAISING SOMETHING

Settings → Contact us, or just email.

In-app is faster because it carries your licence, your version and any screenshot you attach - which is most of what we would otherwise have to ask for. Email works equally well if the app is the thing that is down.

reportil@reportil.com See pricing

EFFECTIVE 4 AUGUST 2026 · REPORTIL LTD