Capitalized terms used herein shall have the meaning set out in the Terms of Use or as defined in this Support Level Policy (“Policy”). The definitions and interpretation rules set out in the Terms of Use apply to this Policy.
Unless otherwise stated, this Policy describes the availability and standards of the Support Services directly provided by CEPRA Solutions OÜ (“Operator”). This does not apply to third-party support services subscribed to independently by the Client.
The Operator maintains a detailed Help Center accessible at support.cepra.com, providing comprehensive documentation on Platform functionality.
The Client may submit support requests using the form available on the Help Center.
The Client may also request a callback through a published support line, also listed on the Help Center.
The Operator reserves the right to deny support if the Client does not adequately identify themselves or comply with verification protocols.
During the term of the Contract, the Operator will use commercially reasonable efforts to respond to incidents and client inquiries per the following:
Urgency & Impact | Examples | Target Response & Resolution |
Critical | Platform inaccessible, core workflows non-functional (e.g., task or financial modules unavailable) | Response and resolution within 1 business day. |
High | Business-critical features degraded with no workaround (e.g., invoicing or calendar issues) | Best-effort resolution as quickly as possible. |
Medium | Limited access or workaround possible. Non-critical user-level issue. | Resolution within standard support cycle. |
Low | Minor inconveniences or how-to questions. | May be addressed in future updates or releases. |
Normal Business Hours: Monday to Friday, 7:00 AM to 7:00 PM (UTC and UTC+01:00 during summer time).
This Policy grants no rights to third parties who are not direct Clients of the Operator.
The Operator may reasonably respond to non-incident inquiries (e.g., general questions), but such responses are not subject to availability guarantees.
This Policy is subject to all limitations outlined in the Terms of Use and the Contract.
Clients are expected to consult Help Center resources before submitting a ticket. Support responses will not repeat full documentation available online.
Unstandardized Configuration Services (e.g., custom fields, PDF templates, data migration) are not included in standard support and require separate agreements.
The minimum charge for such services is €170. Final pricing is based on complexity and required resources. Work begins upon full payment. Pricing adjustments will be communicated in advance for client approval.
Unlock the peace of mind. Sign up now for a worry-free trial
