Support Policy

1. Overview

This Support Policy accompanies the Cention Subscription Terms of Service and describes the support services provided to customers. Support is available for issues related to the Cention platform and services.

2. Support Channels

Email Support

Submit support requests via email to support@cention.io. All requests receive a ticket number for tracking.

Support Portal

Access our self-service portal at support.cention.io to:

• Submit and track support tickets
• Search our knowledge base
• View system status
• Access documentation

Phone Support (Enterprise)

Enterprise customers have access to dedicated phone support for critical issues. Contact details are provided to Enterprise accounts.

3. Support Hours

Service Level	Support Hours
Foundation	Monday-Friday, 09:00-18:00 CET
Professional	Monday-Friday, 08:00-22:00 CET
Enterprise	24 hours a day, 7 days a week

Note: Support hours exclude public holidays in Sweden.

4. Incident Priority Levels

Priority	Description	Examples
Critical	Service completely unavailable or security incident	Platform outage, data breach
Serious	Major functionality impaired, workaround may exist	Channel not working, significant performance issues
Minor	Limited impact, minor feature issues	UI bugs, non-critical feature requests

5. Response Times

Initial response times based on priority and service level:

Priority	Foundation	Professional	Enterprise
Critical	4 hours	1 hour	2 hours
Serious	8 hours	4 hours	4 hours
Minor	24 hours	12 hours	8 hours

Response times measured during applicable support hours.

6. What Support Includes

• Assistance with platform functionality and usage
• Troubleshooting errors and unexpected behavior
• Configuration guidance
• Integration support for documented APIs
• Guidance on best practices
• Bug reporting and tracking

7. Support Exclusions

Cention is not obligated to provide support for issues arising from:

• Use of the platform in violation of the Terms of Service
• Unauthorized modifications to the platform
• Third-party applications, plugins, or integrations not provided by Cention
• Customer's network, hardware, or software issues
• General internet connectivity problems
• Training on basic computer operations
• Custom development or consulting (available separately)
• Features in beta or preview status

8. Customer Responsibilities

To receive effective support, customers should:

• Provide accurate and complete information about the issue
• Include steps to reproduce the problem
• Attach screenshots, error messages, or logs when applicable
• Designate support contacts who are authorized to submit requests
• Respond to requests for additional information promptly
• Implement recommended solutions and updates

9. Escalation

If you are not satisfied with the handling of a support request:

1. Request escalation through your existing support ticket
2. Contact your account manager (Professional/Enterprise)
3. Email support-escalation@cention.io with your ticket number

10. Professional Services

For needs beyond standard support, we offer professional services including:

• Implementation and onboarding assistance
• Custom training sessions
• Integration development
• Workflow optimization consulting

Contact sales@cention.io for professional services inquiries.

11. Policy Updates

This Support Policy may be updated from time to time. Material changes will be communicated to customers in advance.