Support Terms
These Support Terms outline the terms and conditions under which FEDIRALY provides support services to its users. By using our support services, you agree to these terms.
Support Terms
FEDIRALY ("we", "us" and/or "our") provides support for our platform ("Services") to our customers ("Customers", "you") based on their selected plan level. These Support Terms describe how we provide support and our commitments to our Customers. We provide updates regarding any status changes in our Services via our status page.
Scope and Limitations
Overview
We provide Support Services related to our core platform features including: Link Management, Analytics, Custom Domains, and Billing. Support Services are only available through active FEDIRALY accounts.
Regarding Platform Issues
Support Services will be provided when:
- Core platform features are functioning according to documentation
- Issues are reproducible using standard configurations
- Complete error logs and reproduction steps are provided
Required Best Practices
Network Configuration
Our platform should be used without third-party proxies or CDNs. DNS configurations must follow our documentation guidelines. Performance issues with custom configurations may receive limited support.
Where We Support You
Support Channels
- Community Forum for general inquiries
- Priority ticket system for paid plans
- Email support for billing and account issues
When We Support You
Response Times
| Severity | Premium | Standard |
|---|---|---|
| Severity 1 (Critical) | < 1 hour | < 4 business hours |
| Severity 2 (High) | < 4 hours | < 8 business hours |
Issue Severity
- Severity 1: Platform outage affecting all users
- Severity 2: Major feature impairment
- Severity 3: Partial non-critical functionality loss
- Severity 4: General inquiries & feature requests
Etiquette
All communications must maintain professional standards. We reserve the right to suspend support for abusive behavior. Repeated misuse of support channels may result in account restrictions.
Contact Support
For urgent matters: support@fediraly.net
Business Hours: Mon-Fri 8AM-6PM UTC
Last updated: 24th April 2024