Support & Maintenance Policy
Effective date: 13 Jan 2026
1. Scope of support
1.1 Support includes intake, classification, and handling of incidents as well as questions regarding the use and administration of Craftifact within the scope of the provided documentation.
1.2 Support services are provided exclusively to customer-named, authorized contacts (e.g., administrators).
1.3 Not included, unless expressly agreed, are in particular:
- individual implementation or integration services,
- training,
- compliance or legal advice,
- support for customer-side systems outside the documented interfaces.
2. Support channels and language
Support requests can be submitted via the following channel:
Email: support@craftifact.com
Support communication is provided in German or English.
3. Support hours
Support is provided:
Monday to Friday, 08:00–18:00 (CET/CEST),
excluding public holidays at SoluForge’s location (Berlin, Germany),
unless otherwise agreed.
4. Priorities and target response times
Priority classification is at SoluForge’s reasonable discretion.
| Priority | Description | Target first response | Target workaround/resolution |
|---|---|---|---|
| P1 | Service not usable or security-critical | ≤ 1 hour | ≤ 4 hours |
| P2 | Core function impaired, no workaround | ≤ 2 hours | ≤ 8 hours |
| P3 | Partial function impaired, workaround available | ≤ 4 hours | ≤ 24 hours |
| P4 | Questions, information, cosmetic topics | ≤ 8 hours | ≤ 72 hours |
The times stated are non-binding targets and do not constitute a guarantee unless a Service Level Agreement (SLA) is expressly agreed.
5. Maintenance and updates
5.1 Planned maintenance will be announced at least 48 hours in advance where possible.
5.2 Security-critical or urgent updates may be carried out at short notice where required to mitigate concrete risks.