Product Release & Support Policy for Volt Partners

(Last revised and updated: May 7, 2026)

NOTE: This policy may be updated or modified by the Company from time to time in its sole discretion.

Support Overview

Volt Active Global Support addresses production systems only.

These systems can be owned by the Partner or the Partner’s clients. Volt Active Global Support works directly with the Partner and via these intermediaries to the client as needed.

Issues that occur on pre-production, testing or development systems may be addressed by Volt Support however they will be worked on at a lower priority when there are production tickets that require our attention.

Volt for Streaming Decisions (V4SD) is a separate product with a separate Support agreement. Please refer to your Account Manager for further details.

Support Hours

Volt Support business hours are 8am-6pm Eastern Time.

For 24×7 support for Severity 1 (Critical) Production Issues ONLY – please call us at +1 339-298-2023.

You will be asked to provide the following information:

• Customer Contact Name and Phone number
• General description of issue being experienced

After calling, you will need to open a ticket at https://support.voltactivedata.com, completing all necessary fields and providing at a minimum, volt logs and volt statistics (DR Producer/DR Consumer).

Contacting Volt Support

For all issues, a ticket must be opened with Volt Active Data (“Volt”).  This can be done by opening a ticket at https://support.voltactivedata.com. Click on Login and you will be prompted for your company email. You will receive a verification code to input and then you can open a new ticket. The ticket can be for Global Support or for Customer Success Management (CSM) team.

The ticket should provide the following information:

• Description of the event
• Date and time of the event (including time zone)
• Description of any steps already taken to resolve it
• Any actions that were taken prior to the event occurring
• Any relevant log files, stack traces, or other artifacts that may assist in diagnosis
• Fill out the information needed in the ticket e.g., volt version, end customer, bare metal or container, test/dev/production environment

Volt provides documentation to direct customers (“Licensee”) to assist on simple troubleshooting methods, how to gather log files, and stack traces. These can be found in two places:

1. Online documentation of Volt product: https://docs.voltactivedata.com
2. Support Knowledge Base with additional information about troubleshooting and configuring Volt products are available from our ticketing system.

Please note that we use tools provided by DevRev Inc. (“DevRev”) to provide our support ticket portal. By submitting a support ticket you consent, and you provide consent on behalf of the entire entity on whose behalf you are submitting a support ticket, to the collection of any information you include within your support ticket, and the processing of such information by DevRev.

Data Collection

Data collection and its timely delivery to Volt is the responsibility of the client and/or partner / system integrator.

Minimum data requirements for tickets should include the following:

• Date and time of the incident
• Perform a kcollect from the diagnostics pod that was supplied.
  • If you do not have the diagnostics pod, gather all logs from all nodes from all clusters covering the same time stamps (just before the incident until collection time).
• Crash file (when available)
• Volt Statistics (DR Producer / DR Consumer)
• Actions taken prior to the incident
• Actions and their outcomes taken as a result of the incident

Data can be added to the ticket OR can be sent to our secure website: https://securefiles.voltactivedata.com/dropzone/helpdesk

Use of Artificial Intelligence and Automated Processing Tools

We utilize Artificial Intelligence (AI) and Machine Learning (ML) technologies to analyze customer-supplied data for the purposes of troubleshooting, issue investigation, and service enhancement. To ensure accuracy and safety, we maintain a “Human-in-the-Loop” (HITL) protocol: every AI-generated insight or recommendation is reviewed, tested, and verified by a qualified engineer before any action is taken.

Data Minimization and Privacy Protections:

• Zero-Training Policy: We do not use customer-supplied data to train, retrain, or fine-tune any public or foundational AI models.
• Data Minimization: We adhere to a strict policy of data minimization, inputting only the technical data necessary to resolve the specific inquiry.

Data Retention:  Consistent with our security standards, all raw data and associated prompts are purged from the AI environment upon the conclusion of the investigation or issue resolution.

Escalation Process

Volt’s Escalation Process is our way of establishing a working relationship with our partners.  In the rare instance we cannot resolve an issue within a timely manner, please follow the escalation path and allow us to work with you on planning relief and resolution:

To begin escalation, please email Carla Mitchell: cmitchell@voltactivedata.com

Every effort will be made by the Support team to work efficiently and effectively to provide fast relief.  Support will be the coordination ambassadors that engage any and all resources within Volt to assist in providing relief and resolution.  If the issue is unable to be resolved in a timely manner, the next stage is to work with the Partner and all other relevant parties to develop an action plan that would include, but not be limited to:

• Agreement on regularly scheduled calls.
• Setup of a similar cluster at Volt or client facilities to replicate the problem in a lab, potentially using customers’ actual catalog and software
• Review by Volt of the Volt cluster installation, including review of deployment, system environment, source code for and stored procedures, etc.
• Access to systems – through sharing technology
• Upgrades to Volt with interim updates that aid in debugging (e.g. extra logging) and/or fix issues as they occur
• Additional logging or monitoring using system tools (e.g. sar, iostat) or custom Volt monitors

Volt Escalation progress is:

• Carla Mitchell, Dir Global Support
• Ruth Morgenstein, VP Engineering / Account Manager
• David Flower, CEO

Support Severity Level Definitions

Volt recognizes three (3) levels of severity. Within each severity category, there is an understanding of timeliness in three (3) parts:  

Initial Response: Non-automated contact through email or phone from Volt Support in response to an issue raised by our Partner.

Relief:  Any reasonable work-around, correction, improvement, extension or other change recommended or made by Volt in response to a specifically reported problem that allows Volt product to run without affecting business operations. At this point, Volt reserves the right to downgrade the Severity level with agreement from the Partner.

Resolution: If the resolution is corrected with an update release, the release will go through testing and quality process at Volt prior to being released to our partner, which allows for the correction to be included in subsequent releases. If resolution is a result of a configuration change, this will be documented in the ticket and if applicable, a knowledge base article will be produced.

Severity	Description	Response	Relief	Resolution
Severity 1 Critical	Critical Business Impact: Partners’ production use of Volt products in production environment is stopped or so severely impacted that the Volt products cannot reasonably continue to work. A workaround is not successful. Partner resources must be made available in Severity Level 1 situations and reasonably cooperate with Volt to resolve the issue. Severity Level 1 problems could have the following characteristics: System hang or crash situation Data loss or data corruption Critical functionality not available Complete system outage Severity Level 1 issues should be reported via telephone, followed by opening a ticket.	1 Hour	4 Hours	30 Days or Update Release
Severity 2 Major	Potential Critical  Business Impact: Partners’ production use of Volt products are operating in a partial state; potential to become a full outage is imminent; degraded performance or loss of k-safety. Severity Level 2 problems could have the following characteristics: Loss of node in a cluster Loss of Active(N) connectivity Product error or failure forcing a restart or recovery Functionality unavailable but the system is able to operate in a restricted fashion	2 Hours	8 Hours	45 Days or Next Release
Severity 3 Minor	Minimal Business Impact: Minor functions/features are easily avoided or a workaround exists while the product is still usable. Severity Level 3 problems could have the following characteristics: Error message with workaround Minimal performance degradation Incorrect product behavior with minor impact Initial installation or development milestones are at risk	1 Day	7 Days	Scheduled Release

Requests for product enhancements, suggested improvements should be directed to product@voltactivedata.com.

Support Severity Level Definitions

Product Release Definitions

Volt classifies and numbers releases according to the definitions below. All releases contain cumulative updates and features from the release before them, unless noted in the release notes.

For Severity 1 cases, Volt may provide an Update Release if needed to resolve the issue.

Release Type	Version # Example	Description
Major Release	V14.0	A major release contains significant new functionality and bug fixes and may require adjustment to applications, deployments and scripts in order to upgrade. A major release may also include removal of previously deprecated features.
Minor Release	V14.2	A minor release contains some new features and bug fixes while maintaining backwards compatibility within that major version. A minor release may announce the deprecation of features.
LTS** Release	V14.3	For each major release, one point release is chosen as the LTS version which will have all updates and fixes applied and updated through the life-time of that version.
Update Release	V14.3.6	An update release contains improvements to features and defect fixes and will maintain backwards compatibility.

** A LTS (Long Term Support) Release is a version of software that is available to Partners for a period of three years to allow them to plan for application adaptations and schedule upgrades to the next LTS version.

End-of-Life Policy

Volt Software is considered expired and non-supportable at the end of the documented expiration month (see table below)..

Partners and end clients who continue running on old, expired software will receive reasonable support only under an extended support contract or while upgrading to a currently supported LTS version.

Reasonable support is where we advise the Partner/Customer on how to reach relief. No RCA is provided.

Version Life Span

LTS versions, as stated above, are available for three (3) years before they expire. All non-LTS releases are supported for one year.

• Partners deploying on a non-LTS release should plan on upgrading to an LTS Release for that version when it becomes available.
  • Upgrades to a currently supported LTS Release must be completed no later than 6 months from EOL of the existing version.
• Any defects that require a fix will be corrected in a currently supported LTS Release and the Partner will need to upgrade to apply the correction.  
• The following table shows the current supported versions of the Volt Products.   Future Major Releases, Minor Releases, and LTS Releases will follow the same pattern. To get the latest updates to this table, please refer to the Support page.

VOLT VERSION	RELEASE DATE	EXPIRATION DATE	LATEST FIX VERSION
15.1.0	Mar 2026	Mar 2027	—
15.1.0	Dec 2025	Dec 2026	—
15.0.0	Sep 2025	Sep 2026	15.1.0 (Dec 2025)
14.3 LTS	June 2025	June 2028	14.3.3 (Feb 2026)
14.2.0	Mar 2025	Mar 2026	14.2.0 (Mar 2025)
13.3 LTS	June 2024	June 2027	13.3.3 (Mar 2026)
12.3 LTS	July 2023	July 2026	12.3.16 (Mar 2026)

Support Severity Level Definitions

Our professional services team can help you accelerate and assure success with your projects by developing the core and advanced skills you need to develop and operate Volt Active Data most effectively. We also provide expert consulting when you need it most.

CSM hours can be purchased to assist on non-production systems,  advice with upgrades, planning, architecture of new systems and more direct engagement as needed.  Please reach out to cs.info@voltactivedata.com for enquiries.