What the Nyalma support add-on is meant to cover.

Typical scope

• installation and upgrade guidance
• license issuance, reissue, and download questions
• product troubleshooting based on logs, screenshots, and reproducible detail
• best-effort guidance on supported deployment patterns

How requests are handled

The preferred path for existing customers is the authenticated portal support thread.

• requests are triaged by severity and business impact
• response targets can vary by plan or commercial agreement
• status updates and follow-up questions stay in the same thread

Advice, not managed operations

Support is advisory unless a separate written services agreement says otherwise.

• Nyalma does not become the operator of the customer environment through normal support
• the customer remains responsible for whether, when, and how any recommendation is applied
• support guidance should pass through the customer's own review, approval, and change-control process

Customer responsibilities

• share clear reproduction steps, timestamps, and version details
• remove secrets from uploaded diagnostics where possible
• maintain backups, rollout controls, and access to the self-hosted environment

Production safety expectations

• test potentially disruptive changes before production where feasible
• maintain snapshots, exports, or backups for systems affected by Cerberus workflows
• use maintenance windows and rollback plans for firewall, identity, and network-integrated changes

Liability boundary

To the maximum extent permitted by law, Nyalma support is not responsible for outages, deletions, misconfiguration, security incidents, or business interruption resulting from customer execution of advice, scripts, product actions, or configuration changes in the customer environment.

• that includes changes affecting third-party systems such as enterprise firewalls
• response targets are not guarantees of resolution, uptime, or business outcome
• the public terms and any written commercial agreement govern the overall liability cap and exclusions

What is usually outside scope

• custom feature development unless separately contracted
• hands-on operation of customer infrastructure without a dedicated agreement
• open-ended consulting that is not tied to a support case or agreed deliverable