Support Service Policy

1. Purpose

This Support Services Policy (“Policy”) outlines the standards, processes, and service levels through which the Supplier (“we”, “us”) provides support in relation to the Services delivered to Customers. It forms part of the contractual framework governing use of the Services and is designed to ensure transparency, consistency, and high‑quality assistance.

2. Scope

This Policy applies to:

• All Customers with active subscriptions to the Services.
• All Authorised Users operating under valid User Subscriptions.
• All channels through which support is delivered (email, telephone where applicable).

3. Support Availability

We will make commercially reasonable efforts to ensure the Services and Support are available as follows:

3.1 Standard Support Hours

Support is available during Normal Business Hours, defined as:
Monday to Friday, 9:00–16:00 UK time (excluding UK public holidays).

3.2 Planned Maintenance

Planned updates or improvements may be carried out during published maintenance windows. Where possible, advance notice will be provided.

3.3 Unscheduled Maintenance

Urgent remedial work may be performed outside Normal Business Hours. We will use reasonable endeavours to notify Customers in advance, unless the issue requires immediate intervention.

4. Support Channels

Customers may contact support by email using the following email address  [email protected]

Some technical issues may be escalated and also involve our technical support and/or development teams.

5. Types of Support Provided

We provide email assistance relating to:

• Access and login issues
• User management, permissions, and configuration
• Diagnosis of errors, defects, or unexpected software behaviour
  Escalation of complex technical matters to engineering teams

Suport does not include

• Custom development
• Accounting, tax, or legal advice
• On‑site training

Third‑party system troubleshooting outside of our platformNavigation, usage questions, and best practices support can be found under our support section, which includes how to videos and FAQ’s.

6. Customer Responsibilities

To assist in efficient resolution of support queries, Customers agree to:

• Provide clear and complete information about the issue
• Supply screenshots, logs, or examples where relevant
• Maintain accurate and up‑to‑date user details
• Ensure internet connectivity and local device configurations are working
• Cooperate with diagnostic or troubleshooting steps requested by support

7. Exclusions

Support does not cover failures caused by:

• Customer misuse, negligence, or unauthorised modifications
• Issues arising from third‑party software, networks or invited users
• Cybersecurity incidents on the Customer’s systems
• Use contrary to the Documentation or agreement
• Any environment not meeting the technical requirements

8. Updates and Changes to This Policy

As seen in your SaaS Terms, the Supplier may amend this Policy at its sole discretion.
Changes will be communicated via the Platform or other appropriate channels. Continued use of the Services constitutes acceptance of the updated Policy.

9. Definitions

Terms such as Services, Customer, Subscription Term, User Subscriptions and others have the meanings given in the Customer’s SaaS Agreement.