Support policy
How RigFabTech supports the platform and its apps on your servers.
Supported versions
The platform and each app release a minor version about once a quarter.
| Version | Gets |
|---|---|
| The newest minor | Bug fixes and security fixes |
| The two minors before it | Security fixes |
| Older minors | Nothing: end of life |
- Fixes ship as patch releases on the minor they fix.
- Features are never backported.
- How soon a security fix ships is in the vulnerability policy.
RigFabTech announces a minor's end of life at least 3 months ahead, in the release notes. A version past its end of life keeps running, and your licence keeps working. It only stops getting fixes and support.
Installs
RigFabTech supports installs made with Helm 3.8 or later from its charts, as Install shows. Installs made with other tools that render the same charts with the same values are supported as Helm installs.
Kubernetes
The platform runs on your cluster. A release supports the newest Kubernetes minor it was tested on and the two minors before it.
rft check says whether your cluster's version is supported. It fails on an older one and warns on a newer one.
Three terms say what RigFabTech stands behind:
- Tested on every release. A lane of RigFabTech's release gate installs the release there, and a release is promoted to stable only after every one of its lanes passed. Every release of the base chart is tested with a product on k3s on each supported Kubernetes minor, and on kind, which runs upstream Kubernetes, on the newest. Every product release is tested on k3s on the newest supported minor.
- Supported. RigFabTech fixes what fails in the platform there, on the terms under
Supported versions. That is any
CNCF-conformant distribution on a supported
minor that has:
- the two things the platform needs and conformance doesn't cover: a default StorageClass, and an IngressClass or a Gateway API Gateway
- the other prerequisites
- Runs in production on. A customer's cluster runs the platform there every day. That is RKE2.
Distribution-specific networking, storage and ingress are yours to run.
Hours and response times
Support works Monday to Friday, 9
to 17 US Eastern time, except US federal holidays. Round-the-clock support, reached the same way, is available only when your contract includes it.To send a request, either:
- use Support on
portal.rigfab.com, or - email
support@rigfab.comwith the severity at the start of the subject,[S1]to[S4]. Email without one is treated as S3.
RigFabTech confirms the severity in its first reply.
| Severity | Meaning | First response |
|---|---|---|
| S1 | Production is down, or its data is at risk, and there is no workaround | 4 business hours |
| S2 | Production runs but a major function fails, or an S1 problem has a workaround | 8 business hours |
| S3 | A minor function fails, or there is a usable workaround | 2 business days |
| S4 | A question or a feature request | 3 business days |
Incidents in RigFabTech's services
RigFabTech has no public status page. When an incident affects portal.rigfab.com, licensing.rigfab.com,
get.rigfab.com or registry.rigfab.com, RigFabTech emails your technical contacts.
What already runs keeps running:
- While
licensing.rigfab.comis down, the licence check-in and the renewals it brings wait. - While
registry.rigfab.comis down, installs, upgrades and image pulls wait.
Access to your systems
RigFabTech has no standing access to your servers or your data, and never asks for credentials.
- Send a support bundle with your request instead.
- When support needs to see something live, you share your screen in a call you start, and you run every command.
Support bundles
RigFabTech uses a support bundle only for the request you send it with. It deletes the bundle 90 days after that request is resolved, and never more than 180 days after you upload it. Ask support to delete it sooner.