Support policy

Last updated: 8 October 2026

This policy describes the support Coderise provides for Heatlens for Matomo. It forms part of the contract described in our terms of sale.

How to contact support

Support requests ("tickets") are handled through the Coderise support portal: support.coderise.fr. You receive access to the portal with your license. While the portal is being set up, or if it is unavailable, send your ticket to contact@coderise.fr.

Until the portal is available, write to contact@coderise.fr from the email address used for your order, and include your license key.

Support is provided in English and French.

Support levels

Included support

Who gets it: Every customer with a valid Heatlens license, for as long as the edition is maintained (see "Supported versions").
Price: Included in the license price.
Response: Best effort, during French business days (Monday to Friday, excluding French public holidays). No guaranteed response time.
Covers: Questions about using Heatlens, and reports of Heatlens bugs.

Heatlens Priority Support

Who gets it: Customers with a valid Heatlens license and an active Priority Support subscription.
Price: €99 excluding VAT per year, renewed automatically. See our pricing.
Response: 24 hours a day, 7 days a week, including weekends and public holidays. First response within 4 hours of the ticket reaching the support portal.
Covers: Everything in included support, plus help installing Heatlens, help upgrading Matomo when Heatlens is installed, and priority on bug fixes.

What a first response is

A first response is a reply from a person at Coderise who has read your ticket. It acknowledges the request and gives either a first analysis or the questions we need answered to progress. Automatic acknowledgements do not count.

A first response is not a guaranteed fix or resolution time. Some problems need further investigation, information from you, or a new Heatlens release.

The 4-hour rule

The 4 hours start when your ticket reaches the support portal, as recorded by the portal.
The clock runs 24/7, including nights, weekends and public holidays.
The commitment applies to tickets submitted through the support portal by a customer with an active Priority Support subscription. While the portal is being set up, or if it is unavailable, the 4 hours start when your email reaches contact@coderise.fr.

What is covered

Questions about installing, configuring and using Heatlens.
Diagnosing and fixing bugs in unmodified Heatlens code. Fixes are delivered in Heatlens updates.
With Priority Support: hands-on help installing Heatlens, help upgrading Matomo when Heatlens is installed, and priority in our bug-fix queue.

What is not covered

Custom development or features specific to your needs.
Bugs in Matomo core or in third-party plugins.
Server, hosting, database, PHP or network administration.
Modified Heatlens code.
Unsupported setups, including Matomo Cloud and versions not listed below.
Advice on your legal obligations, such as consent or data protection compliance.

Your cooperation

To help us help you, please:

describe the problem and the steps to reproduce it;
give your Matomo, PHP and Heatlens versions, and relevant error messages or logs;
keep a recent backup of your Matomo installation and database before any change;
test the fixes or workarounds we suggest, and tell us the result;
if you choose to give us access to a system, give temporary access with limited rights, and remove it afterwards;
never send us your visitors' personal data; anonymise logs and screenshots first.

We may ask you to update to the latest Heatlens release of your edition before investigating further.

Priority Support subscription

Priority Support requires a valid Heatlens license. One subscription covers one license, that is one Matomo instance and its staging copy.
It runs for one year from the order date and renews automatically every year.
You can cancel at any time through the support portal or by email. Cancellation takes effect at the end of the current year; the year already paid is not refunded.
It ends automatically if your license ends.

Payment and renewal terms are in our terms of sale.

Supported versions

Each Heatlens edition supports the following self-hosted Matomo versions:

Heatlens for Matomo 5: Matomo 5.14.1 and later Matomo 5 releases, with PHP 8.1 or later.
Heatlens for Matomo 6: Matomo 6.0 and later Matomo 6 releases, with the PHP version that Matomo 6 requires.

Heatlens does not work with Matomo Cloud. Support applies to the latest Heatlens release of your edition. Each edition receives updates and support for at least three years after the end of life of the Matomo major version it is built for, as announced by the Matomo project.

Changes to this policy

We may update this policy. We will not reduce the Priority Support commitments during a subscription year you have already paid for.

Questions: contact@coderise.fr.