These documents are being prepared for launch. Our Stairwell Ltd has not yet been incorporated. Customer subscriptions will open only after incorporation and completion of the supplier details and launch terms. This draft does not offer a subscription from an existing limited company.
This policy forms part of the Master Subscription Terms. Support is provided by the owner. The response times below are service targets, not guaranteed resolution times or continuously staffed support.
1. How to contact support
Authorised users may open a ticket through the support portal at support-runtime.invalid or email [email protected]. Security incidents should be sent to [email protected], and privacy requests to [email protected].
Standard support hours are 09:00–17:00 UK time. A Working Day is Monday to Friday, excluding bank holidays in England and Wales. These hours and this calendar apply to all customers, wherever they are in the United Kingdom.
2. What to include
A request should include Customer's name, affected feature, impact, time first observed, steps to reproduce, relevant record identifiers and safe screenshots or error messages. Do not email passwords, complete bank details, authentication tokens or unnecessary resident data. Supplier may change a priority after assessing actual impact and will explain a material reclassification.
3. Response target and priorities
We aim to provide an initial support response by the end of the next Working Day after receiving your request. This means we have reviewed it and provided a next step, relevant update or request for information. An automated receipt acknowledgement does not count. This target does not promise that the issue will be resolved within that time.
For example, a request received on Friday or over the weekend has a response target of the end of Monday, unless Monday is a bank holiday. A request received on Monday has a target of the end of Tuesday, unless Tuesday is a bank holiday.
We prioritise significant outages, serious security incidents and risks to customer data. On becoming aware of an incident, we will investigate and take reasonable steps to restore the affected Service as soon as reasonably practicable. A safe workaround may be provided before a permanent correction. Routine questions, individual account issues and feature requests receive the same initial-response target, with investigation and follow-up prioritised according to impact.
These support targets do not extend any notification deadline or other obligation under theData Processing Agreement or applicable law. Notification of a personal data breach remains due without undue delay, independently of the support calendar.
4. Availability target
Supplier targets 99.5% monthly availability for the production Service. Availability is the percentage of total minutes in a calendar month when authenticated users can reach the Service and use its core record functions, measured by Supplier's monitoring.
Unavailable minutes exclude:
- scheduled maintenance notified at least 48 hours ahead where reasonably practicable;
- emergency maintenance needed to protect security, integrity or availability;
- Customer systems, internet access, configuration, misuse or breach of the Agreement;
- third-party integrations or providers outside Supplier's reasonable control where the core Service remains usable;
- force-majeure events, widespread internet or cloud routing failures, and denial-of-service attacks Supplier could not reasonably prevent; and
- preview, beta, sandbox, staging or free features identified as such.
The target is an operational objective, not a guaranteed service-credit regime. Repeated material failure may give Customer the warranty and termination remedies in the Master Subscription Terms.
5. Maintenance and incidents
Planned maintenance is scheduled to minimise disruption and notified through the Service, email or status page when it may materially affect use. Emergency changes may be made without advance notice.
We use automated monitoring to alert us to detected service outages, including outside standard support hours. Support is not continuously staffed. We cannot guarantee an immediate response or a fixed restoration time. The time needed depends on the incident, its impact, available information and third-party dependencies. During a significant incident, we will provide updates through the status page or customer contact channel when there is material progress or information customers need to act on, followed by a reasonable incident summary for a significant outage or security incident.
6. Support boundaries
Standard support includes:
- help using documented Service features;
- triage of suspected defects, access issues and unexpected behavior;
- billing and subscription assistance for authorised users; and
- reasonable guidance on exports and standard configuration.
It does not include legal, accounting, property-management, surveying or safety advice; custom data entry, migration or report development; support for unsupported devices or third-party products; recovery from Customer deletion or incorrect permissions where no recoverable copy exists; or on-site assistance. Separate paid services require written agreement.
7. Customer cooperation
Customer must maintain an up-to-date administrator and emergency contact, respond reasonably to diagnostic questions, preserve relevant evidence, test proposed workarounds where safe and keep its browsers and devices supported and secured. If we need information or access, we will explain what is required. The initial-response target still applies; further investigation may await Customer's reply.