Websio support

Product support for active customers

Active subscriptions include product support. Priority support, onboarding, migration, integration and AI implementation services are available when a project needs more than standard product assistance.

Open a support case Discuss services

Before contacting support

Please include enough detail so we can reproduce or understand the issue quickly.

  • Product name and version
  • Subscription or license information
  • SharePoint / Microsoft 365 environment details when relevant
  • Screenshots, logs and steps to reproduce

Support for Websio subscriptions

Websio subscription products include product support. Priority response, onboarding, migration, integration and implementation services are handled as higher-tier or custom services when a customer project needs them.

Included

Team

For one department or a small product team using a Websio subscription.

  • Standard product support included
  • Email support during business days
  • Help with product issues, logs and documented configuration
  • Product updates during active subscription
Recommended

Business

For several teams using Websio products in daily business document work.

  • Standard product support included
  • Priority handling for production-impacting issues
  • Remote troubleshooting sessions when required
  • Optional priority onboarding and implementation services
Custom

Enterprise

For company-wide, regulated, multi-site or procurement-heavy deployments across Websio products.

  • Advanced support terms can be included by agreement
  • Escalation path for critical production incidents
  • Security, procurement and private-offer support materials
  • Custom onboarding, migration and integration scope
Support response targets are response targets, not guaranteed resolution times. Resolution depends on the product area, customer environment, available logs, third-party systems, reproduction steps and required access.

What product support covers

Product support is for issues related to Websio products running in supported environments. Project-specific work is handled separately as professional services.

Included product support

For active subscriptions and valid supported licenses, product support covers assistance with Websio product behavior.

  • Troubleshooting product errors and unexpected behavior
  • Guidance for documented product configuration
  • Review of logs, screenshots and reproduction steps
  • Remote support sessions when email analysis is not enough
  • Bug investigation and fixes on a reasonable-efforts basis

Professional services

Some work is outside normal product support and should be scoped separately before the project starts.

  • Installation, onboarding and user training
  • Migration from old versions or older product lines
  • Custom integration with customer systems
  • AI extraction, classification or validation implementation
  • Third-party product troubleshooting and environment consulting

What each subscription tier includes

Team, Business and Enterprise include product support, but the response targets and project assistance differ by tier. Custom terms can be agreed for regulated or mission-critical deployments.

Tier Included support Production-impact response target Normal response target Project services
Team Email product support during business days. Product updates during active subscription. Next business day initial response for critical production issues. 2 business days initial response for questions, configuration issues and non-blocking defects. Onboarding and implementation services are available as separate paid services.
Business Email product support, priority handling for production-impacting issues, and remote troubleshooting sessions when required. 8 business hours initial response for critical or high-impact production issues. 1 business day initial response for questions, configuration issues and non-blocking defects. Priority onboarding, migration, integration or AI implementation can be scoped as paid services.
Enterprise Advanced support terms, escalation path and procurement/security support materials by agreement. 4 business hours initial response for critical production issues, or custom 24x7 terms by agreement. 1 business day initial response unless custom terms define a different target. Custom onboarding, migration, integration, AI implementation and rollout scope can be included in the agreement.
A production-impacting issue means production use is blocked or materially degraded for the subscribed team and no practical workaround is available. Response targets are response targets, not guaranteed resolution times. Timers may pause while Websio is waiting for customer information, access or third-party vendor response.

Customer responsibilities and exclusions

Clear boundaries help keep product support effective and make implementation work easier to plan.

Customer responsibilities

  • Use supported product versions and supported environments
  • Keep backups and follow normal change-management procedures
  • Provide logs, screenshots, configuration details and reproduction steps
  • Provide remote access when it is required and approved by the customer
  • Maintain Microsoft 365, SharePoint, Windows, scanner and third-party system access

Not included in standard support

  • Customer-specific custom development
  • Training, business analysis or implementation project management
  • Third-party software, scanner driver, Microsoft tenant or network administration
  • Data cleanup, migration or production rollout planning
  • AI model selection, prompt design, validation rules or custom integration unless scoped separately

Support for perpetual licenses

Customers with perpetual licenses can purchase or renew annual support agreements. These terms are separate from current subscription support.

Standard Support

For perpetual licenses, Standard Support may be purchased or renewed separately under an annual support agreement.

  • Remote product support for covered licenses
  • Business-hours response target under annual agreement terms
  • Version upgrade rights depend on purchase and renewal timing
  • Support is required for each perpetual license that needs coverage

Advanced Support

Advanced Support remains available for perpetual-license customers that require broader support hours or future-version upgrade coverage.

  • Remote support under Advanced Support terms
  • Upgrade terms depend on current agreement status
  • Late renewals may require upgrade fees before support resumes
  • Full legal terms are defined in the support agreement document

Support agreement terms

Perpetual-license customers can request current renewal information from sales@websio.com. If your agreement references a terms document, use the applicable Support Agreement Terms and Conditions supplied with your purchase or renewal.

Per-case support for perpetual licenses may be available when annual support is not active: Support Per Case.

Need help choosing the right support path?

Send us the product name, version, deployment type and a short description of your situation. We will route the request to product support, sales or services.

Contact support