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Matrix Requirements Support Policy
Please read this document carefully before accessing or using Matrix Requirements products.
Last updated on May 20 2025.
Last updated on May 20 2025.
This Support Policy is effective from May 20, 2025.
This Support Policy is a part of the General Terms and Conditions and describes what support you as a Customer can expect from us regarding Matrix Requirements products. It encompasses technical assistance, software updates, bug fixes and any other services provided by Matrix Requirements to maintain the functionality, security and usability of products.
What Our Support Service Covers
What Our Support Service Does Not Cover
Definitions
Software bug: a flaw or error in the software product application that causes it to produce an incorrect or unexpected result, or to behave in unintended ways. Bugs can be related to functional, performance, usability, compatibility or security domains.
Scope
The present policy applies to the following Matrix Requirements products:
Matrix Requirements ALM (with compatible plugins and modules)
Matrix Requirements QMS module
What Our Support Service Covers
Matrix support includes assistance with supported versions of Matrix products and how to use them until your subscription expires. The solution may consist of a fix, a workaround, or other solution as reasonably determined by Matrix. If you require custom work, you can purchase a consulting package.
We will fix any major bugs with our products as quickly as possible after they are brought to our attention. If you think you have found a bug, please let us know. To save time in the resolution process, Users should first consult the User Manual and/orFAQs, and follow the outlined steps.
What Our Support Service Does Not Cover
Our support does not cover third-party products and services that have not been sold, licensed or made available to you by Matrix, for which we do not provide support.
Support Channels
Support for Matrix Requirements products is provided via:
Live Chat on our website (in the bottom right corner of the website) or
contact form on our website or
submitting a ticket on our website.
To get back to you with an answer quickly, please provide as much information as possible (including a description of an issue, specific URLs, project names, item names, screenshots, etc.).
We keep your inquiries and shared information confidential. Only you and our Customer support team will have access to your ticket.
In addition, our User Manual and/orFAQs contain answers to common questions and may help answer questions you might have.
Support Hours
Matrix's standard support hours are 8:30 am to 6 pm CET, Monday to Friday, excluding EU holidays. While we strive to align our support with your core business hours and offer assistance throughout your workday, 24/7 support is not guaranteed due to our team's size.
Support requests can be submitted 24/7. Resolution time depends on the issue and solution.
Matrix is pleased to offer support services in English and German.
Product Lifecycle
There are two existing phases of Matrix support of the product versions: Active Support and End of Life (EoL) phases.
Product Versioning and Changes
The User Manual contains details about our product versioning policy.
In the present document, version N (vN) refers to a specific combination of the Major and Minor version digits.
Active Support
New major and minor releases of the product (version N) receive Active Support starting from their release date and continuing until the release of version N+2. To help customers prepare for upcoming releases and their validation processes, all releases from v3.0 onwards will be announced at least 3 months prior to their launch.
The following table summarizes the statuses of past and future releases regarding Active Support (future versions not listed here are in agreement with the previous rule):
| Version | Active Support |
|---|---|
| v3.1 | Until v3.3 release |
| v3.0 | Until v3.2 release |
| v2.5 | Until v3.1 release |
| v2.4 | Until v3.0 release |
| v2.3 | Expired |
| v2.2 | Expired |
During Active Support:
No functional or intended use changes of the product are made; however, version-compatible plugins may be released and supported
Reported bugs are addressed and fixed. Such fixes may be prioritised based on severity/impact, and available resources
Developers and technical experts are actively involved in resolving issues.
Matrix may upgrade user instances to the latest bug-fixing version to resolve issues and maintain product validation. These upgrades will not change the user-facing product version and will always occur with prior notification to the Customer.
End of Life
After the Active Support phase has expired, the product release enters the End of Life (EoL) phase.
During the EoL phase, Matrix will upgrade Customers instance to the latest available product version to ensure continued support and access to improvements. This upgrade will change the user-facing product version.
Product Release Status
Matrix product versions and release dates are available on our website under the Release Notes section.
Contact Information
For inquiries regarding this Support Policy or assistance with transitioning from products reaching the End of Support, please do not hesitate to contact us.
Acceptance of Policy
By continuing to use Matrix products, you acknowledge and accept the terms outlined in this Support Policy.
By using any part of our website or providing personal information to us, you consent to us processing it as set out in the Privacy Policy.