Clear help.
Realistic commitments.

1. Purpose and relationship to the agreement

This policy describes remote product support supplied with Maintain CMMS paid subscriptions. It is incorporated into the Subscription Agreement. If an order signed by both parties gives different support commitments, that order prevails for that customer; otherwise the Subscription Agreement prevails over this policy.

Support is provided for the duration of an active paid subscription and during any stated grace period. Demo assistance is limited to setup guidance and reasonable evaluation questions.

2. Support channels

The supported channels are the Maintain CMMS ticket form and email to support@maintaincmms.com. Customers should send one issue per ticket and include the organisation name, affected page or feature, what they expected, what happened, time of the problem and a screenshot or safe reference ID where available.

Do not submit passwords, payment-card data, private keys, special-category personal data or confidential maintenance records that are not necessary to diagnose the issue. We may move a discussion to a safer channel where evidence contains sensitive information.

3. Support hours and automated assistance

Standard attended support hours are 09:00–17:00 UK time, Monday to Friday, excluding public holidays in England. Messages can be sent at any time and are queued for the next support period.

A clearly labelled automated support assistant may provide general product guidance, gather diagnostic details and suggest relevant help content outside attended hours. It is not a human, does not create a 24/7 human-support promise, and must not make account-control, billing, security, legal, engineering or safety decisions. Unresolved or sensitive matters are queued for human review. Any separately purchased human out-of-hours arrangement must be written in an Enterprise order.

4. Priority levels

Priority 1 — Critical: the production service is unavailable to the whole customer organisation, there is credible evidence of cross-tenant exposure, a security compromise, irreversible data loss or materially incorrect billing.

Priority 2 — High: a core workflow is materially blocked for several users and no reasonable workaround exists.

Priority 3 — Normal: a function is impaired but a workaround exists, or the customer needs configuration or usage assistance.

Priority 4 — Request: cosmetic matters, general questions and proposed enhancements. We may reasonably reclassify a request after assessment and will explain a material change.

5. Initial response targets

Targets are measured only during attended support hours and mean an acknowledgement or useful first assessment—not a guaranteed resolution time.

• Priority 1: 4 support hours.
• Priority 2: 1 support day.
• Priority 3: 2 support days.
• Priority 4: 5 support days.

Pro customers receive priority within the relevant queue and priority onboarding guidance. These targets are operational objectives, not service credits or guaranteed service levels. A contractual SLA applies only where expressly incorporated into an Enterprise order.

6. Investigation and updates

We will use reasonable efforts to reproduce, diagnose and correct supported incidents. For an active Priority 1 incident we aim to provide updates when material information changes and, where practical, at reasonable intervals agreed with the customer. Fixes may include configuration guidance, a workaround, rollback, repair or a future software update.

Resolution time depends on reproducibility, customer cooperation, third-party services, security risk and the complexity of a safe repair. We will not rush a change that could endanger customer data.

7. Customer responsibilities

The customer must use supported browsers and current product functionality, maintain authorised administrators, follow documentation, provide timely and accurate diagnostic information, test a proposed workaround where reasonable and preserve relevant evidence. Customers must maintain their own operational contingency arrangements for safety-critical or legally required maintenance activity.

Support may pause while required information is outstanding. Response measurements do not include time waiting for the customer.

8. Included support and exclusions

Included support covers access problems, product defects, billing/access discrepancies, guidance on documented features and reasonable help diagnosing Maintain CMMS behaviour.

It does not include engineering consultancy, maintenance or safety decisions, data cleansing, bespoke development, customer hardware or networks, unsupported integrations, third-party products, recovery from customer misuse, training programmes, legal advice or repeated performance of work explained in available guidance. We may quote separately for migration, bulk data work, consultancy or bespoke training.

9. Security and personal-data incidents

Suspected security incidents should be marked URGENT SECURITY and sent immediately to support@maintaincmms.com. Do not publicly disclose an unverified vulnerability or access another customer’s data.

Security and personal-data incidents are handled under the Subscription Agreement and its Data Processing Schedule. A support priority does not replace statutory breach assessment or notification obligations.

10. Abuse, fair use and policy changes

We may restrict support that is threatening, abusive, fraudulent, automated at unreasonable volume or unrelated to the service. We will normally warn the customer and provide a route to restore reasonable use unless immediate restriction is necessary to protect a person or system.

We may update this policy for future renewals after reasonable notice. We will not materially reduce paid support during a current paid period unless required by law, security or circumstances beyond reasonable control.