---
title: "Support Policy"
---

> Documentation Index
> Fetch the complete documentation index at: https://legal.middag.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Policy

> Version 1.0.0, in force since 2026-11-01.

This Support Policy states the contractual obligations of MIDDAG, LLC ("MIDDAG", "we") and of the customer ("you") for the support of MIDDAG products and services. It is part of the [Terms of Service](/terms/) and of the [Service Terms](/service-terms/).

## 1. Scope

**1.1** This Support Policy applies to every product and service of MIDDAG that includes support under an Order, as defined in the [Service Terms](/service-terms/).

**1.2** The Order states the support level and the service level that apply to each product or service.

**1.3** The response and resolution targets of each service level are in the [Service Level Agreement](/sla/).

**1.4** MIDDAG supports only the products and services that you obtain from MIDDAG or from a reseller of the MIDDAG [Partner Program](/partners/).

**1.5** A reseller cannot change the support level, the service level or any obligation in this Support Policy, and any promise of a reseller beyond this Support Policy binds only the reseller.

**1.6** If this Support Policy and an Order conflict, the Order prevails.

## 2. Support levels

**2.1** The support levels that MIDDAG offers, and the service level included in each, are the following: <!-- A11: docs-middag-business:policies/niveis-de-servico.md (Níveis de suporte) -->

| Support level | Included service level | Service level sold as an add-on |
| ------------- | ---------------------- | ------------------------------- |
| Free          | None                   | —                               |
| Basic         | Standard               | —                               |
| Flex          | Standard               | —                               |
| Business      | Standard               | Priority                        |
| Enterprise    | Priority               | Critical, Dedicated             |
| Government    | Priority               | Critical                        |

**2.2** A service level faster than the one included in a support level is available only as an add-on bought under an Order. <!-- A11: docs-middag-business:policies/niveis-de-servico.md (Regras) -->

**2.3** The Free support level has no response or resolution target. <!-- A11: docs-middag-business:policies/niveis-de-servico.md (Regras) -->

**2.4** When the Order does not state a support level, the Free support level applies.

## 3. What support covers

**3.1** Support covers questions about the installation, configuration and use of MIDDAG products and services for the purposes for which they were designed, and the correction of defects in them.

**3.2** Support covers the latest released version of each MIDDAG product, and the versions that the product documentation lists as supported.

**3.3** As a first step, MIDDAG may ask you to update a MIDDAG product to its latest version, because updating often solves the problem.

**3.4** MIDDAG corrects defects in its products within the service level that applies, and may deliver the correction as a workaround, a configuration change or a new version.

**3.5** When MIDDAG classifies a request as a feature request, MIDDAG records it for analysis and closes the request, without any obligation to answer it further or to include the feature in a future version.

## 4. What support does not cover

**4.1** Support does not cover products, services, plugins, themes, hosting or infrastructure of third parties, even when they run together with a MIDDAG product.

**4.2** MIDDAG may ask you to disable third-party products before it investigates a problem.

**4.3** Support does not cover customization, meaning any change to the appearance or function of a MIDDAG product beyond what the product offers, or problems caused by it.

**4.4** Support does not cover development, training, consulting, operation of your environment or other professional services, which are available under a separate Order.

**4.5** Support does not cover versions of a MIDDAG product that are no longer supported, or products that MIDDAG has discontinued, after the end of support stated in the notice of discontinuation.

## 5. Support term

**5.1** MIDDAG provides support only while the subscription or the Order that includes it is active and paid.

**5.2** MIDDAG has no obligation to provide support after the subscription or the Order ends.

**5.3** For a product sold as Lifetime, support follows the standard care period and any extended care described in the [Service Terms](/service-terms/).

**5.4** Infoproducts do not include continuous support, unless the Order states otherwise.

## 6. How to request support

**6.1** You request support by opening a ticket through the support channel of the MIDDAG Account.

**6.2** MIDDAG provides support only through tickets, and does not provide support by social media, telephone or any other channel, unless the Order states otherwise.

**6.3** Contact with the sales team of MIDDAG by other channels does not create any support obligation through those channels.

**6.4** Before you open a ticket, you must make reasonable efforts to solve the problem, including reading the product documentation.

**6.5** Each ticket must include a description of the problem, of your configuration and environment, and the diagnostic information that MIDDAG requests.

**6.6** You must keep your contact information current and answer the questions of MIDDAG during the handling of the ticket.

**6.7** For a ticket of the highest priority, you must remain available to MIDDAG until the ticket is handled.

**6.8** MIDDAG may close a ticket that stays waiting for your answer, as described in the [Service Level Agreement](/sla/).

## 7. Priority of tickets

**7.1** You set the priority of a ticket when you open it.

**7.2** MIDDAG may change the priority of a ticket if it believes the priority is incorrect or if you do not remain available as required by section 6.7, and tells you about the change in its answer.

**7.3** You may contest a change of priority through the support channel, and a change made because you were not available is reversed when you become available again.

## 8. Access and confidentiality

**8.1** If MIDDAG needs access to your environment or credentials to handle a ticket, you must provide them only by the secure method that MIDDAG indicates, and never in the text of the ticket.

**8.2** You may revoke any access given to MIDDAG at any time, and you must change the credentials after the ticket is closed.

**8.3** Tickets and the information shared in them are confidential and are accessible only to you, to the people you authorize in your account and to the support team of MIDDAG.

**8.4** When a ticket includes personal data, MIDDAG processes it under the [Privacy Policy](/privacy/) and, where it applies, the [Data Processing Addendum](/dpa/).

## 9. Maintenance and emergency action

**9.1** MIDDAG performs scheduled maintenance of the services that it operates and gives reasonable notice in advance when it expects the maintenance to affect the availability or the function of a service.

**9.2** MIDDAG may take emergency action at any time, as described in the [Service Level Agreement](/sla/).

## 10. Changes

**10.1** MIDDAG may change this Support Policy under the change rules of the [Terms of Service](/terms/), with notice 30 days before the effective date, except for the changes that the [Terms of Service](/terms/) allow to take effect immediately.

## 11. Contact

**11.1** Support requests go through the support channel of the MIDDAG Account; questions about this Support Policy go to legal@middag.io.

## Changelog

- **1.0.0** — First version: scope, support levels, coverage and exclusions, support term, how to request support, priority of tickets, access and confidentiality, maintenance and emergency action.

Source: https://legal.middag.io/support/index.mdx