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Getting Assistance

Getting Assistance

Our team is more than happy to start a conversation and assist as much as possible. Don't hesitate to contact us:

 

Support Scope & Responsibilities

 

  1. Definition of Support Boundaries

XPLG support services are limited to the XPLG software components, including core services, official plugins, and documented features.

XPLG is deployed as a self-managed solution within the Customer’s environment. Accordingly, the Customer retains full responsibility for the operation, configuration, security, and maintenance of the underlying infrastructure and supporting systems.

  1. Infrastructure & Third-Party Dependencies

XPLG Support does not include ownership, configuration, or remediation of issues originating from external infrastructure components or third-party systems, even where such components are required for the operation of the platform.

These components include, but are not limited to:

  • Network Infrastructure: Load Balancers (e.g., F5, Citrix, NGINX, HAProxy), firewalls, proxies, routing, DNS, and SSL/TLS termination

  • Operating Systems: OS configuration, patching, kernel tuning, and system-level security

  • Storage & Hardware: Disk performance, I/O latency, and virtual or physical infrastructure

  • Third-Party Services: External databases, message queues, Kubernetes clusters, or any non-XPLG managed components

Advisory Support - XPLG may provide reasonable guidance, best practices, and assistance in analyzing interactions between XPLG and the surrounding environment. However, responsibility for implementing changes or resolving issues in these components remains with the Customer or the relevant third-party vendor.

  1. Issue Isolation Requirement

In cases where an issue is suspected to originate from external infrastructure (e.g., load balancer, proxy, or network layer), XPLG Support may request reasonable steps to isolate the XPLG platform from these components.

Such steps may include bypassing or simplifying the architecture (e.g., testing via direct access to XPLG services) to help determine the root cause.

If the issue cannot be reproduced in an isolated environment where only XPLG components are involved, XPLG reserves the right to classify the issue as external to the platform scope. In such cases, the Customer will be advised to continue the investigation with their internal infrastructure or third-party teams.