Support Policy

Support tiers

Basic: business-hours support.

Pro: priority helpdesk.

Premium: 24/7 critical support for defined critical incidents.

Critical incidents

Critical incidents include complete service unavailability or data integrity emergencies affecting production use.

Non-critical requests are handled during helpdesk hours according to plan priority.

Excluded services

Custom development is not included in standard support.

Data migration, custom reports, and third-party integrations are billed separately unless agreed in writing.