Technical Support Policy
Last updated May 01, 2025
This Policy applies to all support activities for the Writer web platform and related modules for all commercial clients.
Support is provided exclusively to client-designated representatives who have been registered with Writer sp. z o.o.
Support Packages
Writer provides technical support based on the Customer's subscription level:
| Plan | Price (of the cost of licenses) |
Support Hours (UTC +2) |
Communication Channels |
|---|---|---|---|
| Basic | 0% | 09:00-18:00 Mon-Fri |
Support via email |
| Business | 10% | 09:00-18:00 Mon-Sun |
Support via messengers and email |
| Premium | 20% | 24/7 | Support via phone, messengers and email |
Service Level Agreements (SLA)
| Severity | Description | Basic | Business | Premium |
|---|---|---|---|---|
| Critical | Complete loss of core functionality | 4 hr response | 2 hr response | 1 hr response |
| High | Major features impacted, workaround possible | 8 hr response | 4 hr response | 2 hr response |
| Medium | Minor impact, workaround exists | 12 hr response | 6 hr response | 3 hr response |
| Low | Limited business impact | 48 hr response | 24 hr response | 6 hr response |
Support Process
Support requests (incidents) must be submitted by the authorized representative via the appropriate channel, providing:
- Incident category/severity
- Contact details
- Description and reproduction steps
The Support Center will acknowledge and begin triage/work within the contracted response time.
The client may be required to provide additional info, remote access, or other reasonable cooperation for issue resolution.
If a support solution does not fully resolve the problem, a new support request referencing the original issue should be submitted.
Exclusions & Limitations
Support does not include:
- Incidents that cannot be reproduced, or for which necessary access/info is not provided
- Issues due to third-party apps, hardware, or custom (non-standard) changes to the WRITER platform
- Problems due to non-compliance with usage or technical guidelines
Support may be declined for:
- Lack of cooperation by client
- Inability to reproduce/report the issue
- Issues due to custom modifications or unsupported use
Escalation and Priority Handling
For Critical or High severity incidents, ongoing lower-priority work may be paused until the urgent issue is addressed. The Support Center will prioritize handling of these incidents according to their impact on system operations and business continuity, ensuring the fastest possible response and resolution in line with the client's support plan level.
Submitting Support Requests
All support requests should be submitted to: support@writer-cloud.com or via the platform chat function.
All communication with technical personnel is conducted strictly through the Support Center to ensure efficient tracking and case management. Direct contact with engineering or development staff is not permitted.
Amendments
WRITER sp. z o.o. may make changes to this policy at any time. All changes will be effective upon posting an updated version of this Policy on the Website. Clients are responsible for regularly reviewing the current policy as published.