Support Policy

How support requests are classified and handled for active IdeaCodify clients.

Support eligibility

Support availability, channels and response expectations depend on the active project warranty or maintenance plan.

Priority levels

Critical: production service is fully unavailable.
High: a major approved feature is unavailable and business operations are affected.
Normal: minor bug, content correction or general assistance.
Enhancement: new feature or workflow change, normally quoted separately.

Bug fixes and new work

A bug is behaviour that does not match the approved scope. New functionality, design changes, integrations and expanded requirements are treated as chargeable enhancements.

Third-party incidents

IdeaCodify will assist with third-party services where included, but cannot guarantee the availability or response time of external providers.

Contact

Active clients should use their agreed support channel or email /contact.