Support and responsibilities

Version 2026-10-31. Last updated: October 31, 2026.

This page is part of the Terms of Service. It describes only what we can deliver today; a signed order form can add to it.

Support

  • How: email support@lanternnms.com from an address on your account. Please include your portal name or license ID and what you saw. For security vulnerabilities, see our vulnerability disclosure policy.
  • When: Monday to Friday, 9:00 to 17:00 US Central time, except US federal holidays.
  • Response: we aim to reply within one business day. This is a target, not a guaranteed response time.
  • Included: help installing, configuring and using Lantern, and fixing problems in Lantern itself.
  • Not included: designing or running your network, support for third-party products (your devices, identity provider, email service, AWX), custom development, or work on site. We may help with these where we can, but we do not promise to.
  • What we may need: to investigate, we may ask for logs or screenshots. Send only what we ask for, and never send passwords, SNMP communities, private keys or other secrets. Self-hosted appliances send us nothing unless you send it.

Supported versions

  • We support the current release of the appliance and the collector. When a new release comes out, the previous one stays supported for 60 days so you have time to update.
  • Fixes, including security fixes, come in new releases. We do not patch older releases.
  • The cloud portal always runs the current version; we update it for you.
  • Supported operating systems and hardware are listed in the requirements.

Availability and maintenance (cloud)

  • The cloud plan is in early access. There is no uptime commitment and no service credits, unless a signed order form says otherwise.
  • We update portals regularly. An update normally interrupts a portal for under a minute; collectors keep collecting and catch up afterwards.
  • When planned work could interrupt portals for longer than 15 minutes, we aim to email account owners at least two business days ahead. Urgent security work may happen without notice.
  • If there is an outage or an incident that affects your data, we email account owners.

Who is responsible for what

Area Cloud plan Self-hosted plan
Hosting We run the portal, its database and the network around it, on DigitalOcean in New York, USA. You provide the machine each collector runs on, its power and network. You provide and run the hardware or virtual machine, its power and network.
Operating system patches We patch everything that runs the portal. You patch the operating system of each collector machine. You patch the operating system of the appliance machine.
Lantern updates We update the portal. You install collector updates when we release them. We publish updates. You install them.
Backups and recovery We keep daily backups of portal databases at our hosting provider for 7 days. You back up what stays on your collectors, such as configuration history, logs and flows, for example to a share you control. You back up the appliance and its data, and test restoring it.
Encryption We encrypt traffic between browsers, collectors and the portal (TLS; collectors also use their own certificates), and our database storage is encrypted at rest by our hosting provider. You protect collector machines, for example with disk encryption. You set up HTTPS for the appliance (it can make its own certificate) and protect the machine and its disks.
Access We limit access to our systems to the people who run Lantern. You manage your portal's users, roles, sign-in method and two-step sign-in, client users, and remove people who leave. You manage all users, sign-in methods, roles and network access to the appliance.
Device credentials You choose the credentials Lantern uses, with the least access they need, and change them when needed. They are kept on the collector. You choose and change them. They are kept on the appliance.
Network exposure You allow each collector to connect out on port 443. Nothing needs to reach into your networks. You decide who can reach the appliance. Do not expose it to the internet without protection in front of it.
Security monitoring We monitor our infrastructure and respond to incidents in it, and tell you about breaches that affect your data. You watch for misuse by your users and report suspected compromise to us. You monitor and respond to incidents on your appliance.
Authorization and compliance You make sure you are authorized to monitor each network and meet the legal duties that apply to your data and your clients. Same as cloud.
Export and deletion We keep your portal read-only for 30 days after a subscription ends, send you a copy of its data if you ask during that time, then delete it. You ask for the copy before then. Data on collectors stays with you. You keep, export (the appliance's backup and CSV exports) and delete your data on your own hardware.

Accessibility

If any part of lanternnms.com, your Lantern account or the Lantern web interface is hard to use with a keyboard, a screen reader or other assistive technology, email support@lanternnms.com. Tell us the page and what got in the way, and we will help you complete the task and work on a fix.