Support Policy

1. Requesting support

Use the support channel specified in your agreement. If you cannot access it, use the contact page to request the correct route. For a privacy, contractual or sensitive security concern, use the legal email shown on this page. Ordinary website forms are not an emergency-response channel.

Include the affected service, time and timezone, business impact, safe reproduction steps, error or request reference and a contact able to help. Do not send passwords, private keys, full payment details, or unnecessary personal or confidential customer data. Ask for a secure exchange method if the investigation requires sensitive evidence.

• Contact Dayrook
• Published service status

2. Prioritization and response

We assess priority using actual impact, urgency, affected scope and available workarounds. A suspected active compromise or widespread service interruption warrants higher urgency than a general question or feature request. We may revise priority when the evidence changes and will explain material changes where appropriate.

A response acknowledges or begins investigating the request; it is not a promise that the issue has been resolved. Provider dependencies, customer access, diagnostic evidence and safe change windows can affect progress. Any guaranteed response or recovery time must appear in the accepted agreement, with its coverage and measurement rules.

3. Included work and boundaries

• We investigate issues within the contracted service and provide reasonable guidance on supported configuration.
• Third-party outages, unsupported modifications, new implementations, migrations, custom development and independent disaster recovery may require separate scope. We will obtain agreement before charging for additional work.
• Public status information is a communication aid, not proof that every customer workflow is operating correctly or that an SLA has been met.
• You remain responsible for appropriately trained contacts, your own systems and third-party permissions, and for validating changes and recovery against your requirements.

4. Identity, remote access and changes

We may verify identity, account ownership and authority before account recovery, remote access, restoration, export or a potentially destructive change. Support access must be limited to the relevant task and authorized scope. We will not treat a website inquiry as permission to access a customer environment.

Agree the intended target, impact and approval before a consequential action. Keep an appropriate recovery path and validate the result. Where applicable, we will document the agreed action and assistance provided. Do not assume that all troubleshooting is automatically reversible.

5. Incidents, escalation and maintenance

If the impact worsens or the response appears unsuitable, reply through the support case or contact route with the case reference, changed impact and requested escalation. We will review the concern. No published severity label substitutes for a staffed response commitment.

We may perform maintenance and urgent protective work. Planned material interruptions will be communicated as required by the agreement and applicable law; urgent security action may require shorter notice. Personal-data breach communications follow the applicable DPA and law, rather than an ordinary support queue alone.

6. Offboarding, remedies and policy changes

Export, retention, deletion and transition assistance follow your agreement and DPA. Request offboarding help before access ends; complex migration or custom exports are not included unless agreed. Legally required access or assistance is not removed by this limitation.

We will not use a policy change to reduce an expressly purchased support commitment during its agreed term. This policy does not exclude mandatory consumer remedies for services that are defective, misdescribed or not supplied.

• Terms of Service
• Data Processing Addendum