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ClickTerm Support Policy

Published on: 29/01/2026 | Version: 1.0

This Support Policy explains how ClickTerm provides support for the ClickTerm Service (the “Service”).

Support channels

You can contact us using:

Support hours

We provide support Monday–Friday, 09:00–18:00 CET/CEST, excluding public holidays in Hamburg, Germany.

Outside these hours, you can still email us and we will respond on the next business day.

What support covers

We provide reasonable support for:

  • availability or functional issues with the Service,

  • bug reports and error investigation,

  • questions about using ClickTerm features,

  • basic integration guidance for our APIs/SDKs (best-effort).

What support does not cover

Support does not include:

  • legal advice (e.g., whether your clickwrap is enforceable),

  • writing or reviewing your legal terms,

  • building custom features, custom integrations, or customer-specific development (we may offer this separately),

  • issues caused solely by your systems, your code, or third-party services outside ClickTerm’s control.

Priorities and response targets

We prioritize issues based on impact:

  • Critical: Service unavailable or major outage for most users
    Target response: within 1 business day (often sooner)

  • High: major feature not working or severe degradation
    Target response: within 2 business days

  • Normal: standard issues and questions
    Target response: within 3 business days

  • Low: minor issues, how-to questions, feature requests
    Target response: within 5 business days

Response targets are goals, not guarantees, and resolution time depends on complexity and your cooperation in providing information.

Your responsibilities

To help us resolve issues quickly, please provide:

  • a clear description of the problem,

  • timestamps and time zone,

  • request IDs / correlation IDs (if available),

  • screenshots or logs, and

  • steps to reproduce (if applicable).

You are responsible for maintaining the security of your account (including API keys) and for configuring your use of the Service appropriately.

Maintenance and updates

We may perform planned or emergency maintenance to keep the Service secure and reliable. We will provide advance notice for planned maintenance where feasible (e.g., in-product notice or email). Emergency maintenance may occur without prior notice.

Changes to this policy

We may update this Support Policy from time to time. The updated version applies from the effective date shown above.

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