1. Functional assistance
- documentation, instructions and release information published with the product;
- automatic or manual updates where supported by the product;
- bug triage according to impact and available resources;
- no guaranteed response, fix, availability or feature-retention time without a separate paid agreement.
2. Releases and product lines
A fix is normally delivered in the latest release of a supported product line. An older build may require an upgrade instead of a separate backport. Requiring the latest release does not shorten the declared security-support period for the product line.
The application version is available in its interface or system information. New-release availability and checksums are published through the official release channel identified on the product page.
3. Security-support period
For a product subject to EU cybersecurity obligations, N3X will state a support period on the product page, in release metadata or documentation no later than when the relevant version is placed on the market. It will not be shorter than the legally required period assessed against expected product use; where the Cyber Resilience Act standard minimum applies, it is at least five years.
Security updates for products covered by this duty will be provided free of charge, clearly described and remain available for the legally required period. A critical fix may disable a vulnerable feature, change configuration or require migration.
4. Product status
- Stable: intended for normal use, without a guarantee of error-free operation.
- Beta / Early Access: actively developed; features, data formats and requirements may change.
- Maintenance: limited changes, primarily security and critical fixes.
- End of Support: no new fixes after the stated date; disconnect, uninstall or replace the product.
5. Product retirement
N3X may retire a product for security, legal, technical or maintenance reasons. Where law and risk permit, the end date and recommended migration will be published on the product page, in the application or release notes with reasonable notice. Immediate withdrawal is possible where continued distribution creates a material risk.
Retirement does not automatically remove data from a device or self-hosted instance. The operator must export or delete it and securely decommission the service according to documentation.
6. How to report an issue
Send a functional bug or question to studio@n3x.pl with the product name and version, system, description and a safe log. Report a vulnerability, active exploit or security incident under the Security Policy. Do not publish secrets or user data in a public issue.
7. Paid assistance
Deployment, configuration, administration, data recovery, training, guaranteed response and dedicated fixes are not part of the free licence. nex-IT may offer them separately in writing. This does not limit free security updates or mandatory legal remedies.