Matrix Req Support Policy
This Support Policy is effective from [July 2026].
This Support Policy is a part of the Matrix Req Terms and Conditions and describes what support you as a Customer can expect from us regarding Matrix Req. It encompasses technical assistance, software updates, software defects fixes and any other services provided by Matrix One to maintain the functionality, security and usability of Matrix Req.
What Our Support Service Covers
What Our Support Service Does Not Cover
Definitions
Software defect: 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. Defects can be related to functional behavior, performance (for e.g. latency), usability, compatibility or security domains.
Scope
The present policy applies to the Matrix Req product, including its compatible plugins and modules (Design Controls, QMS module etc.).
What Our Support Service Covers
Matrix One support includes assistance with supported versions of Matrix Req 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 One. If you require custom work, you can purchase a consulting package.
We will fix any major defects with our products as quickly as possible after they are brought to our attention. If you think you have found a defect, please let us know. To save time in the resolution process, Users should first consult the User Manual and/or FAQs, 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 One, for which we do not provide support.
Support Channels
Support for Matrix One products is provided via:
Our Matrix Mind function available in each customer instance
Ticket through the widget available in your own customer instance
Email to support@matrixone.health
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/or FAQs contain answers to common questions and may help answer questions you might have.
Support Hours
Matrix One'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 One is pleased to offer support services in English, French and German
Product Lifecycle
There are two existing phases of Matrix One support of the product versions: Active Support and End of Life (EoL) phases.
Product Versioning and Changes
Matrix Req versions follow a Major.Minor.Patch format (e.g. v3.1.0). The user-facing version is available on the footer of the administration interface of the product. The three update types and their versioning impact are:
| Update type | What it contains |
|---|---|
| Major update (e.g. v2 → v3) | Significant and irreversible changes to the technical architecture, user interface, or core functionality that have a noticeable impact on the system and user experience |
| Minor update (e.g. v3.0 → v3.1) | New user-facing features or major functional improvements that meaningfully extend the capabilities of the product |
| Patch update (e.g. v2.5.4 → v2.5.5) | Software defect corrections and minor usability or security improvements that restore intended behavior. Can also contain infrastructure maintenance changes. No new capabilities introduced. |
Classification note: A patch update may include minor usability improvements alongside defect corrections, provided these improvements do not introduce new capabilities or alter the intended use of the product. Defect corrections may also introduce new configuration options in the administration interface, in particular for security-related fixes, where such options are necessary to restore or enforce the intended security behavior of the product. In Release Notes, defect corrections may be previously described as "fixes" and minor usability improvements may be described as "enhancements”. Matrix One reserves the right to classify changes according to this policy.
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. These releases are published no more frequently than once every 3 months, ensuring 6 months of Active Support for each version.
Upon each Major or Minor release, customers on the previous version are formally notified on the status of their Active Support.
Matrix One publishes a non-binding product roadmap to help customers anticipate upcoming releases.
During Active Support:
No new standalone capabilities are added, nor changes to the product's intended use are made; however, version-compatible plugins may be released and supported
Reported defects are addressed and fixed through Patch updates. Such fixes may be prioritised based on severity/impact, and available resources
Developers and technical experts are actively involved in resolving issues. Matrix One reserves the right to upgrade user instances to the latest Patch version at any time to resolve issues and maintain product validation. These upgrades will always occur with prior notification to the Customer.
Matrix One reserves the right to upgrade user instances to the latest Patch version at any time to resolve issues and maintain product validation. These upgrades 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 One will upgrade Customers instance to the latest available product version to ensure continued support and access to improvements.
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 Req, you acknowledge and accept the terms outlined in this Support Policy.
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