Support and maintenance policy

1. Support channels and hours

Support is provided by email at hello@nordicbyte.co.uk, Monday to Friday from 09:00 to 18:00 (Central European Time), excluding public holidays in Spain and England. Enterprise customers may agree other channels and hours in their order form.

2. Response times

A response is a message from a person who has read the ticket and is working on it, not an automatic acknowledgement. Resolution times depend on the problem; we tell you what we know and when we will report back.

• Starter and Pro: first response within 24 business hours.
• Business: first response within 8 business hours; incidents that stop the service are handled first.
• Enterprise: as agreed in the order form, including out-of-hours coverage if contracted.

3. What support covers

Questions about the console, the API, protocols and integrations; incidents on the platform; billing questions; help interpreting an error. It does not cover writing your firmware or your integration code, on-site work, or support to your own end users. Those are available as professional services quoted separately.

4. Availability

Our target is 99.5 % monthly availability for the ingestion endpoints (HTTP, MQTT, CoAP and the other protocols) and the console, measured on our monitoring, excluding announced maintenance and causes outside our control (your network, upstream providers, force majeure). Availability is monitored continuously and incidents are recorded internally. Service credits are only offered in Enterprise agreements.

5. Maintenance

• Planned maintenance that may interrupt the service is done on Tuesdays between 02:00 and 05:00 CET and announced at least 48 hours in advance by email to organisation owners.
• Updates that do not interrupt the service (most of them) are deployed without notice.
• Emergency security fixes may be applied at any time; we inform you afterwards.

6. Incidents

When we detect an incident that affects you we send a first notice as soon as we have confirmed it, updates while it lasts, and a short summary afterwards with the cause and what we changed to avoid it happening again.

7. Backups and recovery

Databases are backed up every night. Backups are encrypted at rest and kept for at least 30 days. Restoring from backup is our last resort in an incident; the maximum data loss in that case is the data received since the last backup (up to 24 hours). If you need a shorter window, export your data continuously through the API or ask for an Enterprise plan.

8. Security

Report vulnerabilities to hello@nordicbyte.co.uk. We acknowledge within 24 business hours and do not take legal action against good-faith research that respects our customers' data.