SUPPORT POLICY
This Support Policy forms part of the 8kit SaaS Terms of Service between the customer and Digital Stratagems Limited.
1. SUPPORT AVAILABILITY
1.1. Support is available during UK business hours: 09:00–17:30 (GMT/BST), Monday to Friday, excluding UK public holidays.
1.2. The level of support, including response times and escalation, is determined by your active licence plan.
2. SUPPORT CHANNELS
2.1. All support requests must be submitted to our discord channel: https://discord.gg/5YxWFhmS
3. SCOPE OF SUPPORT
3.1. We will provide support for:
(a) Access to and use of the 8kit Service.
(b) Troubleshooting issues within the core platform.
(c) Guidance on Service features and configuration.
3.2. Support does not include:
(a) Custom code, scripts, or third-party integrations.
(b) Customer-managed infrastructure or networks.
(c) Training, consulting, or development services (available separately).
4. SERVICE LEVELS
4.1. The service levels applicable to you (including response targets) are as described in your licence plan at the time of subscription.
4.2. We may update service levels from time to time; if we make material changes, we will provide notice by email or via the Service.
5. CUSTOMER RESPONSIBILITIES
5.1. To help us resolve issues efficiently, you agree to:
(a) Provide sufficient information about the issue, including error messages and steps to reproduce where possible.
(b) Ensure your own systems and networks are functioning correctly.