Support Policy

This policy defines the official support channels for Abkus SBM, the types of requests we handle, and the shared responsibilities needed to resolve incidents efficiently.

1. Official channels

• Email: support@abkus.com
• Contact page: Contact
• Feedback page for product suggestions and non-urgent improvements.

2. Request categories

• Access, billing, and account lifecycle issues.
• Incident reports affecting data integrity, workflows, or service availability.
• Questions about existing features, product behavior, or configuration guidance.

3. Priority model

• Critical: full service outage, security incident, or major billing/access failure.
• High: core workflow blocked for active subscribers without reasonable workaround.
• Normal: configuration questions, defects with workaround, or non-blocking issues.
• Low: feature requests, cosmetic defects, or roadmap suggestions.

4. Customer responsibilities

• Provide enough context to reproduce the issue, including tenant, user, timestamps, and screenshots when relevant.
• Keep contact and billing details up to date.
• Review operational and fiscal outcomes before execution in the customer business.

5. Support boundaries

Support covers the Abkus SBM software and its documented operational behavior. It does not replace accounting, legal, tax, or regulatory advisory services, and it does not guarantee outcomes that depend on incorrect customer input or third-party outages.