Product Warehouse rules Integration For IT Implementation Pricing FAQ
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Support

Support & Service Level Agreement

How Linari supports your warehouse: coverage hours by plan, incident severities, response targets and who is responsible for what. This is a support response SLA, not an availability guarantee.

Policy version 1.0Document date: 28 October 2026Effective date: 28 October 2026Applies to Starter, Professional and Enterprise
Support levels

Coverage by plan.

Every plan includes software maintenance and standard upgrades. Coverage hours and 24/7 critical-incident cover differ by plan.

Professional standard support
Included

Email and phone in coverage hours.

  • Monday to Friday, 09:00 to 18:00 Tbilisi time (GMT+4)
  • P1 response within one hour during coverage hours
  • P2 to P4 on the business-hours SLA below
Professional 24/7 critical-incident add-on
$390 / month, $312 billed annually

P1 critical incidents only, around the clock.

  • Initial response within one hour, 24/7
  • Workaround target four hours where technically feasible
  • All other incidents follow the business-hours SLA
Enterprise support
Included

24/7 cover for P1 critical incidents is part of the subscription.

  • Initial P1 response within one hour, 24/7
  • P2 to P4 on the applicable business-hours SLA
  • Named success manager with a monthly operations review
Go-live hypercare
Free first 30 days

Complimentary 24/7 P1 support during the first 30 days after go-live on Professional and Enterprise.

  • After 30 days, support returns to the plan’s standard coverage, or the customer adds the 24/7 add-on
  • Starter does not include complimentary hypercare
Starter support
Included

Email support in coverage hours, Monday to Friday, 09:00 to 18:00 Tbilisi time, as described on the Pricing page.

  • No 24/7 cover and no go-live hypercare
  • The response targets in this policy apply to Professional and Enterprise
Severities

Incident severity and initial response.

SeverityDefinitionProfessionalEnterprise / 24/7 P1 add-on
P1 CriticalReceiving or dispatch fully stopped with no workaround1 hour during coverage hours1 hour, 24/7
P2 HighMajor degradation with a workaround available4 business hours2 business hours
P3 MediumNon-critical function or reporting issue1 business day1 business day
P4 LowQuestions, cosmetic issues, minor defects2 business days2 business days
What the targets mean
  • The table applies to Professional and Enterprise. Starter keeps the support described on the Pricing page.
  • Response time means acknowledgment of the incident and the start of the investigation. It starts when the incident has been reported through the agreed support channel with the information listed below.
  • The P1 workaround target is four hours where technically feasible. A workaround target is not a guaranteed full resolution time.
  • Final resolution times are not guaranteed; they depend on the cause and are agreed per incident.
  • Response clocks run only during the applicable coverage period: around the clock for P1 on Enterprise, the 24/7 add-on and hypercare; otherwise in coverage hours.
  • P2, P3 and P4 are handled during business hours on every plan, including Enterprise.
  • Linari sets the severity when the incident is logged, based on the definitions above, and confirms it with the customer.
Reporting

How to report an incident.

Official channels

Report every incident by email to support@linari.app. Professional and Enterprise customers may also call the support number published on linari.app during coverage hours. The operational channel for P1 escalation outside business hours is agreed in writing with each customer before service activation (go-live); it is a required operational setup step, and P1 response times do not start until the incident is reported through that agreed channel.

What to include
  • Customer and warehouse name
  • What stopped or degraded, and since when
  • Screen, handheld or document affected, with a screenshot where possible
  • Order, pallet or document numbers involved
  • How many users are affected and whether a workaround is in place
  • A contact person reachable during the incident
P1 escalation
  • Mark the subject “P1” and state that receiving or dispatch has stopped
  • Linari acknowledges within the response target and names the engineer on the incident
  • If no acknowledgment arrives within the target, the customer escalates to its named Linari contact (Enterprise: the success manager)
  • The incident stays open until a workaround or fix is confirmed with the customer
Status updates
  • P1: a status update every two hours while Linari is actively investigating (target)
  • P2: one update per business day while under active investigation, unless a different schedule is agreed (target)
  • P3 and P4: an update when the fix is scheduled and when it ships
  • These are communication targets, not guaranteed resolution times. Every incident closes with a short written summary of cause and action
Responsibilities

Who is responsible for what.

Linari
  • The Linari application, its database and the Linari cloud environment
  • Monitoring, daily backups and release deployment outside the customer’s dispatch window
  • The ERP connection as implemented by Linari, including message monitoring and replay
  • Support within the coverage of the customer’s plan
Customer
  • Wi-Fi and internet connectivity on site
  • Handheld scanners, printers and other devices, and their operating systems
  • External ERP and host systems, and the data they send
  • User administration, process discipline and changes made by the customer’s own staff
Exclusions

Incidents caused by customer-controlled Wi-Fi, internet, scanners, printers, external ERP systems or unauthorised customer changes are outside Linari’s SLA compliance obligation unless caused by Linari. Linari may still assist in investigating such incidents; the time is charged at the published remote-help rate when the cause is outside Linari’s responsibility.

Scope

A response SLA, not an availability SLA.

This policy defines how quickly Linari responds to incidents and how they are handled. It does not define a guaranteed uptime percentage, automatic service credits, financial penalties or guaranteed resolution times. Any such commitment requires a separate written agreement and Linari’s business approval.

Governance

Policy version and changes.

  • Published policy and your contract. This page is Linari’s published support policy. Support for a specific customer is activated by that customer’s agreement, which states the plan, the add-ons, the service activation (go-live) date, the agreed P1 escalation channel and the policy version that applies. Until then, this page is general information.
  • Policy version 1.0, document date 28 October 2026. Effective date: 28 October 2026, recorded in Linari’s versioned copy of the policy.
  • Commercial proposals and contracts reference the policy version in force when they are signed.
  • Changes to this public page do not automatically change existing contractual commitments; those follow the contract.
  • Related: Pricing for plan prices, included handhelds and support add-ons.

Questions about support?

Tell us how your warehouse runs and which shifts need cover, and we will confirm the right plan and add-ons.

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