Support and maintenance
A clear framework for technical support and updates
Understand what is included in Local and Cloud service and what requires a separate scope.
Support channels
Support requests are received through the official email, phone or approved support channel. Requests should include the affected user, page and clear description.
Cloud support
Active cloud subscriptions include hosting-related operation, backups, minor updates and reasonable technical support within the subscription scope.
Local support
Local editions include support for the period stated in the quotation. Optional annual maintenance may cover troubleshooting and minor updates after that period.
Excluded work
New modules, workflow redesign, third-party integration changes, large data migrations and on-site visits are priced separately unless included in writing.
Client environment
Device failure, operating-system issues, internet outages and unauthorized changes to the client environment are outside standard software support.
Response priority
Critical service-impacting issues receive higher priority than general questions, training requests and cosmetic changes. Response time is not the same as final resolution time.
Backups and data
Cloud backups follow the service plan. Local clients are responsible for maintaining suitable backups unless a separate backup service is included.
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