Support Policy

Technical Support and Service Levels

Effective Date: May 1, 2026
Version: 1.0
Last Updated: April 13, 2026

Introduction

This Support Policy describes the technical support services included with your Equerra Software subscription.

Scope: Applies to all active subscriptions of Equerra products available through Microsoft AppSource.

Related Documents:

Terms and Conditions - Main commercial terms (Section 3 references this policy)
Acceptable Use Policy - Usage rules

1. Support Channels

1.1 Available Channels

Online Help Portal:

Access: Integrated into each Software product
Available 24/7 for logging and tracking requests
Knowledge base and documentation
Ticket status tracking

Email Support:

Address: support@equerra.com
Responses during business hours
Full ticket history maintained

Knowledge Base:

Available at: www.equerra.com/support
Self-service articles and guides
Video tutorials
FAQs and troubleshooting tips

1.2 Channels NOT Included

The following are NOT included in standard support:

Phone support (unless purchased separately)
Chat support (unless purchased separately)
On-site support
Dedicated account managers (unless enterprise subscription)
Custom development or integrations

Enterprise Add-Ons: Contact sales@equerra.com for premium support options.

2. Support Hours

2.1 Standard Support Hours

New Zealand Business Hours:

Monday to Friday: 9:00 AM - 5:00 PM NZST/NZDT
Excluding New Zealand public holidays

Public Holidays (Observed):

New Year's Day and Day After
Waitangi Day
Good Friday and Easter Monday
ANZAC Day
Queen's Birthday
Matariki
Labour Day
Christmas Day and Boxing Day

2.2 After-Hours and Weekend Support

Not Available for standard subscriptions.

Available For:

Enterprise customers (with premium support add-on)
Critical production issues (enterprise only)

Emergency Contact: Available only to enterprise customers with premium support agreements.

3. Eligibility for Support

3.1 Who Can Request Support

Authorized Users:

Named administrators on your account
Users you authorize through the support portal
Designated technical contacts

Required Information:

Valid subscription
Account credentials
Contact information
Detailed description of issue

3.2 Subscription Requirements

Support is available only for:

Active, paid subscriptions
Current Software versions
Supported Microsoft Business Central versions
Environments meeting minimum requirements

Suspended Accounts: No support provided for accounts suspended due to non-payment or Terms violations.

4. Severity Levels and Response Times

4.1 Severity Definitions

Critical (Severity 1):

Production environment is completely unavailable
Critical business operations stopped
No workaround available
Significant business impact

Examples: Cannot log in to the Software at all, data loss or corruption, complete system failure, security breach

High (Severity 2):

Major features not working
Significant impact on business operations
Workaround available but not practical
Multiple users affected

Examples: Key reports not generating, integration failures, performance severely degraded, important features broken

Medium (Severity 3):

Moderate impact on operations
Workaround available
Specific feature not working as expected
Limited users affected

Examples: Minor feature issues, cosmetic problems affecting usability, configuration questions, enhancement requests

Low (Severity 4):

Minimal impact on operations
Information requests
General questions
Documentation clarifications

Examples: How-to questions, feature requests, general information, best practices advice

4.2 Response Time Targets

Initial Response (acknowledgment that we received your request):

Severity	Target Response Time
Critical	4 business hours
High	1 business day
Medium	2 business days
Low	3 business days

Business Hours: Monday-Friday, 9 AM - 5 PM NZST, excluding public holidays

4.3 Resolution Time

No Guaranteed Resolution Times: We don't guarantee when issues will be resolved, as this depends on complexity.

Our Commitment:

Work diligently to resolve all issues
Provide regular updates on progress
Escalate when necessary
Be transparent about challenges

Workarounds: We may provide temporary workarounds while working on permanent fixes.

5. Severity Assignment and Escalation

5.1 Initial Severity Assignment

You Choose: You assign the initial severity when logging a request.

We May Adjust: We may change severity based on:

Actual business impact
Number of users affected
Workaround availability
System status

Communication: We'll explain any severity changes.

5.2 Escalation Process

When to Escalate:

You're not getting timely responses
Issue remains unresolved beyond reasonable time
You believe severity is incorrect

How to Escalate:

Reply to your support ticket requesting escalation
Email escalations@equerra.com with ticket number
For urgent matters: Contact your account manager (if enterprise customer)

Escalation Path:

Level 1: Support Engineer
Level 2: Senior Support Engineer
Level 3: Support Manager
Level 4: Technical Director

6. Scope of Support

6.1 What's Included

Software Issues:

Bugs and defects in current version
Features not working as documented
Performance issues
Error messages and failures

Configuration Assistance:

Setup and configuration guidance
Best practices recommendations
Feature explanations

Integration Support:

Assistance with documented integrations
API usage questions
Connection troubleshooting

Updates and Maintenance:

Guidance on applying updates
Communication about planned maintenance
Release notes and change documentation

6.2 What's NOT Included

Out of Scope:

Custom Development: Writing custom code or features
Third-Party Software: Issues with non-Equerra products
Training: Formal training sessions or courses
Consulting: Business process consulting or advisory
Data Entry: Entering or migrating your data
Network Issues: Your network or internet connectivity
Hardware Problems: Your computers or devices
Microsoft Issues: Business Central platform or Azure issues
End-of-Life Versions: Unsupported Software versions
Misuse: Issues caused by violating Acceptable Use Policy

Available Separately: Many of these services available through professional services. Contact sales@equerra.com.

7. Software Updates

7.1 Update Policy

Regular Updates:

Bug fixes and security patches
Performance improvements
New features and enhancements
Compatibility updates

Included: All updates included at no additional charge.

Frequency: As needed, typically monthly for minor updates, quarterly for major releases.

7.2 Update Notifications

How We Notify:

Email to account administrators
In-product notifications
Release notes on website
Updates to knowledge base

Advance Notice:

Minimum 48 hours for updates requiring downtime
Shorter notice for emergency security patches
Detailed release notes provided

7.3 Update Support

We Provide:

Instructions for applying updates
Impact assessment and testing recommendations
Assistance with update-related issues
Rollback guidance if needed

Your Responsibility:

Testing updates in non-production environments
Backing up data before major updates
Planning update timing for your organization

8. Software Versions

8.1 Supported Versions

Current Version: Always supported

Previous Version: Supported for 6 months after new version release

End of Life: Versions older than current minus one are unsupported

Example:

Current: Version 3.0 (fully supported)
Previous: Version 2.0 (supported until August 2026)
End of Life: Version 1.0 (no support)

8.2 Microsoft Business Central Compatibility

We support:

Current Microsoft Business Central version
Previous Business Central version
Versions specified in our compatibility matrix

Compatibility Matrix: Available at www.equerra.com/compatibility

9. Known Issues and Limitations

9.1 Known Issues

Tracking:

Published on our knowledge base
Updated regularly
Workarounds provided where available
Resolution status tracked

View: www.equerra.com/known-issues

9.2 Reported Limitations

Documentation:

Feature limitations documented
Platform constraints explained
Workarounds suggested where possible

Not Considered Bugs: Documented limitations are not defects and aren't covered by performance warranties.

10. Data and Privacy

10.1 Support Data Access

What We May Access:

Error logs and diagnostics
Configuration settings
Usage patterns
System metadata

Customer Data:

Accessed only when necessary to resolve issues
Minimum access required
Access logged and audited
Deleted after issue resolution

10.2 Screen Sharing

When Needed:

Complex troubleshooting
Configuration assistance
Reproducing issues

Security:

You control what's shared
Sessions recorded for quality (with notice)
Secure connections only

10.3 Privacy

All support interactions subject to our Privacy Policy.

11. Service Availability

11.1 Uptime Target

Target: 99.5% uptime per calendar month

Calculation: Excludes scheduled maintenance and force majeure events.

Note: This is a target, not a guarantee. Standard subscriptions don't include SLA credits.

11.2 Planned Maintenance

Notification:

Minimum 48 hours' advance notice (where feasible)
Email to account administrators
Status page updates

Timing:

Scheduled during low-usage periods (typically NZ evenings/weekends)
Minimize business impact

Emergency Maintenance: May occur with shorter notice for security or critical issues.

11.3 Status Updates

Status Page: status.equerra.com (when available)

Real-Time Updates:

Current system status
Planned maintenance schedules
Incident reports
Resolution updates

Subscribe: Email notifications for status changes.

12. Feedback and Improvement

12.1 Support Surveys

Post-Resolution Surveys:

Short satisfaction survey after case closure
Optional participation
Help us improve

Your Feedback Matters: We review all feedback and use it to enhance our support services.

12.2 Feature Requests

Submit Ideas:

Through support portal
Email: ideas@equerra.com
Community forums (when available)

We Consider:

Customer demand
Technical feasibility
Strategic alignment
Resource availability

No Guarantee: Not all requests will be implemented.

13. Premium Support Options

13.1 Enterprise Support (Add-On)

Includes:

Priority response times (1-hour critical response)
Phone support
Dedicated support engineer
After-hours support for critical issues
Quarterly business reviews
Named technical account manager

Availability: Contact sales@equerra.com

13.2 Professional Services

Available Services:

Implementation and migration
Custom integrations
Training and workshops
Business process consulting
Data migration assistance
Performance optimization

Pricing: Project-based or hourly rates

Contact: services@equerra.com

14. Termination of Support

14.1 When Support Ends

Support is discontinued when:

Subscription expires or is canceled
Account is terminated for Terms violations
Payment is more than 30 days past due
You're using unsupported Software versions

14.2 Reinstatement

Reactivate Support:

Renew subscription
Bring payment current
Resolve Terms violations
Upgrade to supported version

No Retroactive Support: We don't provide support for issues that occurred while subscription was inactive.

15. Terms and Limitations

15.1 Support as Provided

Support services provided "as is" without warranties beyond those in our Terms and Conditions.

15.2 Liability

Support services subject to same liability limitations as the Software (Terms Section 5).

15.3 Modifications

We may modify this Support Policy with 30 days' notice. Material changes communicated via email.

Contact Information

Technical Support: support@equerra.com

Support Portal: support.equerra.com (when available)

Escalations: escalations@equerra.com

Sales (Premium Support): sales@equerra.com

Professional Services: services@equerra.com

Postal Address:

Equerra Limited

2nd Level

40 Lady Elizabeth Lane

Wellington Central

New Zealand 6011

Phone: +64 4 4626852 (for enterprise customers with premium support)

Quick Reference

Business Hours: Monday-Friday, 9 AM - 5 PM NZST (excluding public holidays)

Response Targets:

Critical: 4 hours
High: 1 day
Medium: 2 days
Low: 3 days

Support Email: support@equerra.com

Equerra Limited
Strategic Solutions for Modern Business