Support Policy

Ranwell Business OS Support Policy

Support channels
- Customers may create support tickets inside their Business OS workspace.
- Billing and subscription matters can be raised through the same support channel.
- Urgent issues should be marked with the appropriate priority in the support portal.

Support priorities
- Urgent: severe platform access or service interruption affecting critical operations.
- High: major feature or transaction problem with significant business impact.
- Normal: standard system questions, corrections or configuration assistance.
- Low: general guidance, feature questions or non-urgent improvement requests.

Customer responsibilities
- Provide sufficient information to reproduce the issue.
- Do not share passwords, SMTP credentials, API secrets or payment-gateway keys in support messages.
- Maintain authorised user access and local device security.

IMPORTANT: Response-time commitments should only be added after Ranwell Group approves its commercial service-level commitments.