1. Support Channels

Support may be provided through public forms, client portal tickets, e-mail or agreed project communication channels.

2. Request Quality

Clients should provide the affected URL, account or project reference, screenshots, reproduction steps, business impact, urgency and any recent changes.

3. Priorities

• Critical: production blocked or serious security-sensitive incident.
• High: major feature unavailable or significant business impact.
• Normal: functional issue, configuration request or support question.
• Low: guidance, improvement or cosmetic issue.

4. Exclusions

Support excludes unsupported third-party failures, client-side modifications, external hosting issues, unlawful content, unsupported custom changes and work outside the agreed environment unless separately agreed.