Scope of Support

This document outlines the scope and limitations of support for Odin products.

During the term of your subscription to Odin Software, Odin will provide expert level guidance and troubleshooting to you in connection with questions and issues arising from the installation, configuration, and use of Odin Software; bug fixes and issue resolution; and access to Major and Minor Releases (as defined below) of the Odin Software.

  • Major Releases: means generally commercially available major new releases, modifications or enhancements to the same Odin Software as designated by a change in the number to the left of the decimal in the version number.
  • Minor Releases/Patches/MicroUpdates: means generally commercially available code corrections, patches, updates and minor version releases of the same Odin Software as designated by a change in the number to the right of the decimal in the version number.
  • Installation and Upgrades: Support for installation or upgrade includes providing guidance and troubleshooting in connection with Customers downloading and installing, or upgrading of the Software.
  • Configuration Issues: Support for configuration includes troubleshooting Customers configuration settings for existing installations on approved platforms to ensure proper operation and connectivity.
  • Basic Product Functionality Questions: Odin experts will answer your "how to" questions related to standard and intended product usage.
  • Product Defect Verification and Reporting: Bug identification and tracking.
  • Enhancement and Feature Request Submission

Versions of Supported Products Covered by Odin Support

Supported Versions: Odin will provide Support only for the versions of the Product specified in the Product Documentation or as specified at the time of purchase. Changes to supported versions will be announced in advance through notifications sent by Email and as posted on the Odin website.

End of Life: Odin will keep an up to date list of supported versions and End-of-Life schedules on the Odin Support site:

New Versions – 3rd Party Software: For 3rd Party Software, as new source releases of the Software may become available continuously, Odin will support some or all of these versions at Odins’ discretion. When a new version becomes supported by Odin, Odin will announce such coverage in the Release Documentation for the Odin Product in use (Plesk, Virtuozzo, Service Automation Products, etc.) Example:

Platforms Supported: Odin supports use of our products only on the platforms (hardware and Operating Systems) specified in the Release Documentation for each Odin Product. Odin will maintain a list of these platform requirements, for each product, on the Odin Support site:

On this page you should select the specific Odin Product and corresponding Installation Guide where you will find the system requirements for the Product.

What Support Excludes

The following are excluded from Odin Support obligations:

  • Odin Software that is used on or in conjunction with hardware or software other than that specified in the applicable documentation
  • Virus Infections
  • Spam Protection
  • System/Server administration activities
  • Routine product maintenance (data backup, cleaning disk space and configuring log rotation)
  • 3rd Party Applications not provided by Odin
  • Altered or modified Odin Software, unless altered or modified by Odin or as defined in the Product Documentation or Knowledge Base
  • Defects in the Odin Software due to hardware malfunction, abuse or improper use
  • Any version of the Odin Software for which Support services have been discontinued by Odin as documented in the Odin End of Life Policy
  • Evaluation software or other software provided at no charge and any Odin Software sold separately by Odin, including, without limitation, consulting code, unless generally made available to Odins’ subscription customers at no additional charge
  • Odin Support excludes training, customization, integration and any issues arising from non-standard usage of the Software