This policy defines the scope, service levels, and operational terms of WebDraco’s commercial support and maintenance program for all WebDraco software solutions (collectively, the “Solutions”).

Effective Date: January 2026 · Version: 2.0
Email: support@webdraco.com · Legal notice

1. Introduction

By purchasing, subscribing to, or using any WebDraco Solution with an active support plan, the Customer acknowledges and accepts this Support Policy.

This Support Policy complements (but does not replace) WebDraco’s License, and any signed agreements applicable to the Customer. In the event of conflict, the License terms prevail.

Commercial pricing and tier definitions are summarized on the Pricing page; binding terms are defined by the applicable agreement/proposal.

2. Scope of Support

Support generally includes:

  • Deployment, installation guidance, and activation support for eligible Solution editions.
  • Bug fixes, patches, and security updates for the licensed or subscribed version.
  • Assistance with configuration, backups guidance (where applicable), and periodic maintenance.
  • Technical support and operational guidance related to the Solution’s documented behavior.

Support generally does not include:

  • Custom feature development, bespoke code changes, or product roadmap commitments.
  • Third-party integrations not explicitly included in the Solution scope.
  • Server, operating system, or network issues unrelated to WebDraco-managed infrastructure.
  • Accounting, audit, legal, or tax consulting, unless explicitly contracted as a separate service.

3. Support Tiers (Overview)

WebDraco provides structured, premium support tiers designed for professional and mission-critical environments. Availability of each tier may vary by Solution.

Plan Target response Coverage (high-level) Channels Typical fit
Essential ≤ 72h Updates, patches, basic operational guidance Email Individuals, small teams
Professional ≤ 48h Updates, patches, operational support Email SMEs, accounting firms
Enterprise ≤ 24h Priority handling, remote sessions Email + Zoom / Teams Firms, NGOs
Exclusive ≤ 8h SLA-first, escalation, dedicated engineer options Direct contact Corporations, mission-critical operations

Response targets are service objectives and apply during coverage hours unless explicitly stated otherwise in a signed Service Level Agreement (SLA).

4. Service Level Objectives (SLO / SLA)

Severity Description Response target Resolution target
Critical Platform unavailable or confirmed data loss 8h 24–48h
High Major feature malfunction 24h 72h
Normal Configuration or workflow issue 48h Next patch
Low General inquiry or suggestion 5 business days Future release

5. Updates & Upgrade Policy

  • Minor updates and patches may be applied automatically for WebDraco-managed deployments.
  • Major upgrades may be offered at preferential terms for Customers with active support.
  • Lapsed support results in continued functionality but no updates or assistance.
  • Reactivation after prolonged lapse may require backlog payment, subject to a defined cap.

6. Support Channels

Channel Contact Availability
Email support@webdraco.com Mon–Fri, 09:00–17:00 CET
Web Portal https://www.webdraco.com/trust/support/ 24/7 ticket submission
Remote Session Zoom / Teams (Enterprise & Exclusive) Within SLA window

7. Resource Usage & Fair Use Policy

Resource Essential Professional Enterprise Exclusive
Storage 5 GB 10 GB 25 GB 100 GB
Monthly Transactions 50k 100k 500k 2M
Concurrent Users 5 10 30 100

8. Governing Law & Jurisdiction

This Support Policy is governed by the laws of the Kingdom of the Netherlands. Any disputes shall be subject to the exclusive jurisdiction of the courts of the Netherlands.

Contact

For support, maintenance, or enterprise agreements:

📧 support@webdraco.com
🌐 www.webdraco.com

“We serve fewer clients — but we serve them better. Precision, trust, and long-term reliability define our support.”