FAQ · Buying and running a licence

What support is included?

Email support from the person who builds the product, included with every active licence and not sold separately. Hours are 09:00 to 18:00 India time on weekdays, and requests are triaged into three severity tiers with best-effort acknowledgment targets of one, two and five business days. There is no 24/7 desk, no phone line and no contractual SLA unless a signed order form commits one.

Email support from the person who builds the product, included with every active licence and not sold separately. Hours are 09:00 to 18:00 India time on weekdays, and requests are triaged into three severity tiers with best-effort acknowledgment targets of one, two and five business days. There is no 24/7 desk, no phone line and no contractual SLA unless a signed order form commits one.

How it works

  • One channel: [email protected], for licensing and technical questions. There is no ticket portal, forum or public issue tracker.
  • One person: requests reach the author of the software directly. The tiers below set targets; they are not a support organisation.
  • Covered hours: 09:00 to 18:00 IST (UTC+5:30), Monday to Friday, excluding public holidays in Pune. A message sent outside those hours, including straight after a market-hours incident, is picked up at the next covered hour.
  • Included: support comes with an active licence, trial or annual, and is not metered per request.

Severity tiers

  • Sev 1, down: a licensed live instance is down or rejecting all orders. Acknowledged within 1 business day, and handled ahead of everything else.
  • Sev 2, degraded: something is broken but a workaround exists. 2 business days.
  • Sev 3, question: integration, documentation or a feature request. 5 business days.

Acknowledgment means triage has started, not that the issue is resolved. These targets are best effort; a signed order form is where the same figures become a contractual commitment. See Can my firm pay by invoice or sign an order form?

To escalate, reply on the same thread marked urgent and state the trading impact. For a Reamer Server incident, attach the file from bin/reamer-diag-bundle, which captures health, metrics and recent events with the monitoring token redacted.

What it does not cover

  • Reference code. The sample code in the kits can be copied and adapted, but it carries no support commitment.
  • Platforms outside the supported list. See Which operating systems are supported?
  • Expired licences. Support ends with the term.
  • Running your system. Both products run on your own machines, so there is no uptime commitment.

Updates released during your term are sent on request by email. For what one maintainer means for continuity, see Reamer Labs is one person. What happens if it stops?

Next questions

What exactly do I receive after buying?An email with your licence key and a link to download the kit. The kit is the product itself, compiled libraries and command-line tools with the full documentation and reference code, and it holds no key. You activate the key once per machine with the reamer-license tool, and the term starts then. Nothing is shipped physically and nothing is hosted for you.Reamer Labs is one person. What happens if it stops?Your installed copy keeps running until its licence term ends, because the licence is checked on your machine, not against a server. What stops is updates, support, renewals and moving the licence to a new machine. If you need protection beyond that, you can set up a source escrow at your own cost, which releases the source to you only if Reamer Labs becomes insolvent or ends the product.Is it secure? Can it pass my firm's vendor review?Each kit ships the documents a vendor review usually asks for, including a filled-in security questionnaire, a software bill of materials and signed release files. The security testing behind them was done by Reamer Labs itself; no outside firm has audited either product. Whether that is enough depends on your firm's policy, and you can test the binaries yourself.Can my firm pay by invoice or sign an order form?Yes. An annual licence can be paid by invoice, issued by Paddle and payable within 14 days by bank transfer, and a signed order form is available on request. Both are at the same prices as the card checkout. The 30-day trial is card only.What happens when my licence expires?Anything already running keeps running. Expiry never stops a live process, including a Reamer Server instance that is trading. What it stops is starting a new process, so after expiry a restart will fail until you renew. Nothing renews or charges automatically; renewing is a new purchase.

Every answer here restates the documents that ship in the kit, which are authoritative. All questions.

Buy a licence30-day trial or annual licence. Key and kit by email on payment.