Support Policy for the Orbiq Trust Center Platform
Version 1.0 – 01 June 2025
This policy describes Orbiq’s support practices and resources. The obligations under this policy (both ours and yours) are incorporated by reference into Orbiq’s Terms and Conditions.
Standard Support Hours
Our support team operates during German standard business hours (9:00–17:00 CET) Monday–Friday, excluding public holidays.
Online Support
Included:
- Incident support – identification and troubleshooting of issues when using our Trust Center platform
- Identification and creation of bug reports for our Trust Center platform
Not included:
- Initial implementation and onboarding
- Product training
- Vendor Trust module
- Professional services
- Support in languages other than German, English, and French
How to Submit a Support Request
Customers can submit a support request by emailing support@orbiqhq.com and/or by creating a support request via the platform (available only to certain customers on a paid plan).
Target Response Times
For customers with a paid Orbiw plan [sic], Orbiq will respond to support requests for our platform according to the schedule below:
Initial response:
- P0: within 4 business hours
- P1: within 8 business hours
Minimum update frequency on reported issues:
- P0: every business day until resolution
- P1: at least once per week until resolution
In the initial response, Orbiq confirms that the support request has been received and which severity level has been assigned. For support requests outside P0 or P1, Orbiq’s initial response will be within 24 business hours.
Resolutions are provided based on the root cause identified through the investigation.
Severity Levels
- Priority 0 (P0) Critical: A critical issue with our platform resulting in a complete service outage; the customer cannot access the services.
- Priority 1 (P1) Severe: A severe issue affecting parts of our platform that prevents the customer from using certain parts, but the services overall remain operational.