Support Policy

This Support Policy describes the support Ethere provides for the Service. It applies to paid plans, forms part of the Terms of Service (it is the detail behind Section 25), and prevails over the Terms only to the extent it is executed as a separate support policy under Section 51.

How to request support

Support is requested through the support address published on the website and in the Service, support@ethere.cloud. Signed-in owners and administrators may also raise account, billing, data-protection, and security matters from the dashboard. A request should include a clear description, the affected widget, the time it occurred, and any error reference or request id.

Response targets

Support is provided on a best-efforts basis. Any response or resolution target applies only where expressly agreed in an order form or in a separate support policy signed by both parties (Section 25). Where targets are agreed, the following severity framework is the basis for them: Severity 1 — the Service is unavailable or a security incident is in progress; Severity 2 — a major function is impaired and no workaround exists; Severity 3 — a function is impaired but a workaround exists; Severity 4 — a question, configuration help, or a minor issue. Agreed targets are response times, not resolution guarantees, are measured during business hours in the European Union, and exclude planned maintenance.

What support covers

Answering questions about the Service; diagnosing and helping to resolve defects in the Service; guidance on configuration, knowledge content, and integrations; and help with account, billing, and data-protection matters.

What support does not cover

Support does not cover the Customer's own website, theme, or custom code; third-party platforms the Customer connects, such as Shopify or WooCommerce, or their outages; content authoring, translation, or copywriting beyond guidance; or the operation of any service Ethere does not control.

Customer responsibilities

The Customer will keep an owner or administrator reachable, provide the information needed to reproduce an issue, and use the Service within the agreed limits (Section 14). Requests raised by End Users are routed to the Customer that operates the widget.

Changes

Ethere may change how support is provided as the Service evolves. Support for a paid plan will not be withdrawn during a prepaid Subscription Term (Section 25).