Support & Maintenance Policy

Beta Status and Expectations

• OSSScan is currently in public beta. The software is functional and actively used in production environments, but it may contain bugs, incomplete features, or rough edges that are still being resolved.
• APIs, configuration formats, and report schemas may change between beta releases without advance notice as we refine the product based on user feedback.
• Support is provided on a best-effort basis by a small team. We are committed to being responsive and helpful, but we cannot guarantee formal SLAs during the beta period.

Support Eligibility and Channels

Support is available to all customers with a valid OSSScan license.

Support channel: Email only: info@ossscan.com

To help us resolve your issue as quickly as possible, please include the following in your support email:

• OSSScan version number (shown in the application title bar or About screen)
• Operating system and version (e.g., macOS 15.4, Windows 11 23H2)
• A clear description of the problem and the steps to reproduce it
• Any error messages displayed in the application or written to the log file
• Whether the issue is reproducible and, if so, how consistently

Response Times

We aim to acknowledge all support emails within 2 business days and to provide a substantive response or resolution within 5 business days for common issues. Complex bugs or feature-related inquiries may take longer. No formal Service Level Agreement (SLA) is offered during the beta period. Support is provided Monday through Friday, excluding US public holidays.

How support works

OSSScan is designed to be simple to use. The application handles the scanning and generates the investigation prompts. Your AI coding agent handles the investigation. Most questions are answered by working through that flow.

We are a small team. We do our best to respond to every email, but we cannot provide hands-on investigation assistance, one-on-one guidance through scan results, or dedicated troubleshooting sessions. The product is built so that you should not need that kind of support.

If something is unclear, check the in-app help and FAQ first. If the application is broken or a license was not delivered, contact us and we will fix it.

What we can help with

• License delivery issues, including emails not received or fingerprint mismatches
• Application errors, crashes, or behavior that appears to be a bug
• Bug reports; confirmed bugs are prioritized for a future release

What is out of scope

• Investigating specific scan findings on your behalf; that is the job of your AI agent working from the AgentPrompt.md OSSScan generates
• Legal advice on open source license compliance obligations
• Support for third-party tools (Syft, Grype, ScanCode); consult their own documentation and communities
• Custom development, scripting, or integration work
• Phone calls, screen-sharing sessions, or on-site support
• Guaranteed fix timelines for specific bugs or feature requests

Updates and Maintenance

• New versions of OSSScan are published to the Downloads page. There is no automatic update mechanism; users can download and install a newer version at any time and their existing license will continue to apply.
• We recommend checking the Downloads page periodically for new releases.
• Breaking changes to configuration files or output schemas will be documented in release notes on the Downloads page.

End-of-Life and Compatibility

Before requesting a beta license, download OSSScan and run the built-in Compatibility Check. This is the definitive way to confirm the application works correctly on your specific machine and operating system. No license is required to run the Compatibility Check.

We strongly recommend completing the Compatibility Check before requesting beta access. Incompatibility with your machine or OS may prevent a beta license from being issued for that machine.

Every build also has a built-in expiration: it stops running 365 days after it was built, regardless of your license's validity. OSSScan shows an in-app warning starting 2 days before that date. Your license is unaffected — download and install the latest build to continue.

Separately, a purchased license must be downloaded within 1 year of the purchase date, or the download link expires (see the Refund Policy). Contact info@ossscan.com with your order reference if this happens.

Changes to This Policy

This Support & Maintenance Policy may be updated as OSSScan moves from beta to general availability; the current version will always be available at ossscan.com.