Support Policy

What support includes, what it does not include, and how NordicDataTools handles support requests across products and plans.

Last updated: 2026-03-27

This Support Policy describes how support is offered for NordicDataTools products and services.

1. Scope of Support

Where support is included with your plan, support may include installation guidance, activation help, licensing assistance, troubleshooting of documented features, bug investigation, and reasonable configuration guidance.

2. Not Custom Development

Support does not include unlimited custom coding, legal review, accessibility certification, privacy assessments, migration services, server administration, or full debugging of third-party plugins, themes, or custom environments unless explicitly agreed in writing.

3. Response Times

We aim to respond within commercially reasonable timeframes, but no exact response time is guaranteed unless stated in a separate service-level agreement or enterprise arrangement.

4. Cooperation Required

To receive support, you may need to provide order details, license information, version numbers, environment information, screenshots, logs, reproduction steps, and temporary access where appropriate and safe. You remain responsible for backups and testing before making changes.

5. Unsupported Situations

Support may be limited or unavailable where issues are caused by expired licenses, modified source code, unsupported versions, pirated copies, external API failures, hosting restrictions, or conflicts outside our reasonable control.

6. Fair Use and Suspension

Support may be limited or refused in cases of abusive conduct, excessive demand outside plan scope, unlawful use, non-payment, or legal or security risk.