Support Policy for the Orbiq Trust Center Platform
Version 1.2 – Effective October 26, 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.
For severe service disruptions (P0 cases), Orbiq may, at its discretion, respond outside regular support hours if this is strictly necessary to restore the services.
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
- Provision of technical workarounds where an immediate fix is not possible
- Communication of incident status and estimated time to restoration
Not included:
- Initial implementation and onboarding
- Product training
- 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 Orbiq plan, 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
- P2: within 48 business hours
- P3: within 72 business hours
Minimum update frequency on reported issues:
- P0: every business day until resolution
- P1: at least once per week until resolution
- P2 & P3: none
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 within a reasonable timeframe based on the root cause identified through the investigation. Where a resolution cannot be provided within a reasonable timeframe, the customer retains the statutory warranty rights available for that defect.
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.
- Priority 2 (P2) Medium: Limitations or malfunctions of individual components that impair operations but do not cause a material interruption.
- Priority 3 (P3) Low: General questions, enhancement requests, or cosmetic defects without business-critical impact.
Priority classification is determined by Orbiq based on objective criteria. Customers may request a reassessment if the impact on their business operations differs.
Liability
This support policy does not constitute a warranty within the meaning of Section 443 of the German Civil Code (BGB) or a promise of specific outcomes.
Orbiq’s liability is governed by applicable law and Sections 16 and 17 of the Terms and Conditions.
Orbiq is not obliged to resolve issues caused by external systems, networks, internet connections, unauthorized changes, or the use of unsupported software versions. Support services outside the scope defined in this policy may be provided for a separate fee (professional services).
Data Protection and Confidentiality
When handling support requests, Orbiq may need access to customer data. Orbiq processes such data solely in accordance with the data processing agreement (Art. 28 GDPR) and only for the purposes of fault analysis and remediation.
All support staff are bound by confidentiality pursuant to Art. 32(4) GDPR. Customers should avoid transmitting sensitive or personal data unless it is necessary to process the request.