Support terms: on premises
Last updated: 19 October 2026
Introduction
This document sets out the terms of Skyline's Support Services for self-managed deployments of its Software (the "Terms").
These Terms constitute the Maintenance and Support Terms as referred to in the Skyline General Terms and Conditions, and form part of and are governed by the Skyline General Terms and Conditions. Capitalized terms not defined in these Terms have the meaning given in the Skyline General Terms and Conditions.
Definitions
For the purpose of these Terms, the following terms shall have the meanings indicated below:
"Business Hours" means 9:00 AM until 4:30 PM, Monday through Friday, in the time zone of the geographically closest offices of Skyline (Izegem, Lisbon, Sarajevo, Miami, or Singapore), excluding respective public holidays.
"Corrective Action" means a solution, workaround or action plan that provides resolution of Customer's Issue.
"Corrective Time" means that part of the processing time when the Issue is being handled by Skyline in order to provide a Corrective Action to Customer.
"DataMiner" means Skyline's monitoring and orchestration software platform commercialized under the trademark DataMiner.
"dataminer.services" means Skyline's collaboration platform located at https://dataminer.services/.
"Failure" means the situation where the Response Time in Schedule 1 is not met.
"Issue" has the meaning given to it in its corresponding priority level in Schedule 1.
"Professional Services Credit(s)" means credits that can be utilized by Customer for one of the following services: optimization services, performance reviews, architecture reviews, design workshops, or other consultancy services.
"Response Time" means the time given to Skyline to provide a notification of proper receipt and follow-up to Customer.
"Software" means Skyline's DataMiner and accompanying software (if any).
"Support" means Skyline's technical assistance through its dataminer.services platform and by telephone or remote connection.
"Support Services" means the service of providing of Upgrades, Updates, Support, and other assistance services for the Software.
"Updates" means optimizations and bug fixes for the Software.
"Upgrades" means the provision of improvements and new functionalities for the Software.
Support plans
Skyline offers two levels of Support Services: Continuity and Evolve. An overview and description of the two levels of Support Services offered by Skyline can be found on DataMiner Dojo.
Supported products
Skyline provides Support Services for its Software only, which consists of its core software, connectors, and cloud components. Skyline does not provide Support Services for third-party components, except for maintenance on database content for supported databases. For an overview of supported system data storage architectures, see Storage options overview.
Supported versions
Support and Updates for the Software shall only be provided on the two latest main releases of the Software. A new main release is issued by Skyline about every year. Main releases contain all new features and cumulative updates that were issued since the previous main release.
It is Customer's responsibility to make sure that its Software is updated timely to a supported Software version. An up-to-date Support timeline shall be available on docs.dataminer.services.
Upgrades and updates
Upgrades and Updates will be available to download via dataminer.services.
By default, new Updates shall be released via cumulative updates only. However, in exceptional situations Skyline and Customer may mutually agree to opt for a less tested emergency hotfix instead.
Updates for Software connectors provided by Skyline are limited to changes related to evolutions of existing product interfaces with third-party products. Substantial new interfaces on third-party products released by the third party require the purchase of a new Software connector to interface with.
Upgrades shall be released at Skyline's discretion and based on the technology innovations that take into account the general interest of all Customers and the overall roadmap of the Software and Skyline's business.
Installation of Updates and Upgrades on Customer's system by Skyline is not included in the Support Services.
Installation and configuration of hardware and databases (Cassandra, OpenSearch, etc.) in Customer's system by Skyline is not included in the Support Services.
Support for software issues
Skyline shall provide Support to Customer for Software Issues. On-site support is not included in the Support Services. Issues reported by Customer to Skyline will be handled by Skyline within the time limits set out in Schedule 1.
Customer shall ensure that it has an industry-standard and uninterrupted remote access system in place to allow Skyline to provide Support. Customer ensures that any personal data processed for the purpose of giving Skyline access to its system is done in line with applicable data protection laws.
Ticket generation
When Customer encounters an Issue with the Software or wishes to receive Support for another reason, Customer should open a ticket for Support using the Support application. More details about this can be found in the Support application documentation.
If for some reason Customer cannot access the Support application and create a ticket, Customer can also contact Skyline's Support helpdesk.
Support is available during Business Hours only, except if Customer has purchased an Out of Business Hours Support plan. If Customer wishes to create a ticket in follow-up of its telephone support, Customer needs to generate a ticket through the Support application.
Customer can always consult the status of its tickets using Skyline's Support application. More details about this can be found in the User Operations Support documentation. The ticket number will be used by Skyline for the entire lifecycle of the specific Issue or question.
To be able to assist Customer in an efficient manner, when generating a ticket or calling Skyline's helpdesk, Customer is required to provide the following information: (a) a general description of the operating environment, (b) a list of all hardware components, operating systems, and networks, (c) a reproducible test case, and (d) any log files, trace and systems files. Customer's failure to provide this information may prevent Skyline from identifying and fixing the Issue.
Proactive support
Unless Customer has an approved Fully Offline On-Premises Deployment, Skyline assumes that the Software is always connected to dataminer.services and that the necessary prerequisites are met for remote log collection using the Customer DataMiner Reporting tool ("CDMR"). This allows Customer and Skyline to proactively react to occurrences before they may become critical.
Exclusions
Skyline shall have no obligation of any kind to provide Support for Issues caused by or arising out of any of the following (each, a "Customer-Generated Issue"):
- Modifications to the Software not made by Skyline.
- Lack of training to correctly use the Software, including faulty configurations or settings made or manipulated by Customer.
- Interference between the Software and other third-party software, such as for example anti-virus software.
- Software connectors that have not been developed by Skyline.
- IP network failures or other network issues not caused by, or related to, the Software.
- Versions of the Software that are not supported.
- When CDMR or dataminer.services connectivity is disabled, unless Customer has an approved Fully Offline On-Premises Deployment.
- Insufficient hardware, data computing or storage resources to run the Software, as compared to the advice provided by Skyline in that respect. Such advice shall take into account the minimum system specifications published by Skyline but shall also consider the exact nature and use of the application at hand, which may justify the need for higher specifications.
- Any external circumstance out of Skyline's control (e.g., remote access unavailable).
If Skyline determines that an Issue is a Customer-Generated Issue, Skyline will notify Customer as soon as reasonably possible. If Customer requests Support for the Customer-Generated Issue via a confirming email, Skyline shall have the right to invoice Customer at Skyline's then current time and materials rates for any such Support provided by Skyline.
Various
All Support Services are provided in the English language. Other languages may be possible but are not guaranteed and are provided on a best effort basis.
Schedule 1: Support Plan
Issue priorities
Tickets for Issues will be processed based on their priority level. Skyline shall assign a priority level to an Issue after assessing the information provided by Customer. Skyline may in good faith change the priority level of an Issue at a later time if it no longer conforms to the criteria for the selected priority level. Priority level designation is based on the availability and usability of the Software for Customer.
The following priority levels shall be distinguished:
Level 1 priority: a condition where an occurrence renders the Software entirely unavailable for Customer, and no workaround is available. This includes for example a complete outage of the Software.
Level 2 priority: a condition where an occurrence partly renders the Software inoperative for Customer (possibly solved by means of workarounds or fallback mechanisms).
Level 3 priority: A condition where an occurrence affects the Software but does not have a significant operational impact for Customer (possibly solved by means of workarounds or fallback mechanisms).
Response and Corrective times
Depending on the Priority Level of a ticket, Skyline will address the ticket within the time frames set out below. Response Time will commence once the ticket for the Issue has been created by Customer. Corrective Time will commence once Skyline is able to reproduce the Issue. Corrective Time does not include the time when the Issue is on status "Awaiting Customer Input" or "Corrective Action Proposed". When the Corrective Action consists of an action plan, it shall always include the planned next steps, required Customer actions, and, if possible, a timeline for the next steps.
Continuity plan
| Priority Level | Availability | Response Time | Corrective Time |
|---|---|---|---|
| Level 1 | Business Hours | 1 Business Hour | 12 Business Hours |
| Level 2 | Business Hours | 8 Business Hours | 16 Business Hours |
| Level 3 | Business Hours | 24 Business Hours | N/A |
Evolve plan
| Priority Level | Availability | Response Time | Corrective Time |
|---|---|---|---|
| Level 1 | Business Hours | 1 Business Hour | 8 Business Hours |
| Level 2 | Business Hours | 4 Business Hours | 12 Business Hours |
| Level 3 | Business Hours | 8 Business Hours | N/A |
Failures
In the event of a Failure, the following procedure shall apply: (i) Customer shall inform Skyline in writing of the Failure within three (3) business days of the alleged Failure, (ii) Skyline shall investigate the alleged Failure and inform Customer in writing of its acceptance or non-acceptance of the alleged Failure, (iii) Customer shall provide reasonable assistance to Skyline in its efforts to correct any problems or processes inhibiting Skyline's ability to reach the time frames, and if the Failure by Skyline is proved, (iv) Skyline shall credit 0.25 % of the Support Services fee for the impacted licenses to Customer, subject to a maximum of 5% of the yearly Support Services fee.
Any such credit shall apply against future Support Services invoices only, does not apply to other amounts Customer may owe Skyline, and does not entitle Customer to any refund or payment under any circumstances, including upon termination. The credit for Failures stated in this Failures section shall be Customer's sole and exclusive remedy with respect to any alleged or actual Failure.
Out of business hours support
When Customer has purchased Out of Business Hours Support as part of the Support Services, Skyline shall also provide Support for Level 1 Priority Issues out of Business Hours.
Support for Level 1 Priority Issues out of Business Hours can be requested by telephone only.
The following time frame shall apply for Issues reported during Out of Business Hours Support:
| Priority Level | Availability | Response Time | Corrective Time |
|---|---|---|---|
| Level 1 | Out of Business Hours | 30 minutes | 2 hours |
Evolve plan
This Evolve plan section shall only be applicable for Customers that comply with the requirements of the Evolve plan. These requirements shall be tested for compliance at regular intervals. In case of non-compliance by Customer, Skyline reserves the right to limit Customer's Support Services to the provisions of the Continuity plan.
For the minimum requirements to enable the Evolve plan, refer to Minimum requirements.
Do not hesitate to contact your sales representative.
Customer success manager
A customer success manager from Skyline shall be at Customer's disposal to help it with any questions beyond the scope of Support Services and to help Customer to get the most out of the Software.
Professional Services Credits
In each one-year period of Support Services purchased by Customer, Professional Services Credits are granted to Customer. Allocated Professional Services Credits are dependent upon amounts spent for Support Services. The exact amount of granted Professional Services Credits will be communicated to Customer at the renewal time of the Support Services. More information on Professional Services Credits can be found on DataMiner Dojo.
Professional Services Credits are subject to availability and thus not guaranteed. Customer is recommended to timely schedule services that are to be performed using Professional Services Credits. Non-used portions of Professional Services Credits are not transferable to subsequent years.
Lab licenses
Upon Customer's request, Skyline will provide lab licenses of the Software to Customer. Such lab licenses may not be used in a production environment. The lab license(s) will be granted at Skyline's sole discretion, which shall not be unreasonably withheld.