Support Policy

Last updated: June 23, 2026

This Support Policy describes support included with FastTrack Platform subscriptions. It forms part of the Services Specification referenced in the Platform Services Agreement (also titled Master Services Agreement for enterprise customers).

1. Scope

Included support covers normal operation of the FastTrack Platform (dashboard, storefront, API, and Licensed Software integration) as described in Customer's Order.

Out of scope (billable as professional services or a separate Statement of Work):

Custom integrations, migrations, or development
Configuration work beyond standard onboarding included in Customer's plan
Issues caused by Customer's third-party systems, unsupported customizations, or misuse
Training beyond included onboarding hours (if any)
On-site visits unless agreed in writing

2. Support channels

Tier	Typical customer	Channels
Standard	Self-serve / base plans	In-dashboard support at `[tenant].fast-track.io/support`, email at support@fast-track.io
Business	Mid-market	Standard channels plus scheduled video calls as agreed in Order
Enterprise	Large / partner-led	Named contacts, priority channels (e.g. Teams or Slack, phone) as set out in Order

2.1 Partner-delivered support

Where Customer's Order names a Stack Partner as the first-line support provider, first-line support (intake, triage, and the response targets in Section 3) is provided by the Partner, and Customer raises support requests with the Partner. Stack provides platform maintenance, the Stack SLA (uptime), and second-line escalation support to the Partner. Stack may communicate with Customer directly only in an emergency or where the Partner is unavailable. The Partner's customer-facing channels and response targets are set out in Customer's Order.

3. Severity and target response times

Target initial response times during Stack business hours (09:00–17:00 GMT, weekdays, excluding Icelandic public holidays):

Severity	Definition	Standard	Business	Enterprise
P1 — Critical	Production store or Platform unavailable; no workaround	8 business hours	4 business hours	1 business hour
P2 — High	Major feature impaired; material business impact	1 business day	8 business hours	4 business hours
P3 — Normal	Non-critical defect or how-to question	2 business days	1 business day	8 business hours
P4 — Low	Minor issue, feature request, cosmetic defect	Best effort	Best effort	1 business day

Response targets are goals, not guarantees, unless expressly guaranteed in a signed Enterprise Order. Stack will use reasonable efforts to meet or beat these targets.

Resolution times depend on issue complexity. Stack will provide status updates for open P1 and P2 tickets at reasonable intervals.

4. Customer responsibilities

Customer will:

a) designate at least one support administrator and (for Enterprise) named support contacts;

b) provide clear reproduction steps, affected store(s), and relevant logs or screenshots;

c) use reasonable efforts to verify issues are not caused by Customer systems, Third-Party Products, or network connectivity;

d) not misclassify tickets (e.g. configuration questions as P1);

e) consolidate duplicate tickets for the same underlying issue.

5. Fair use and excessive support

Support is provided for reasonable use in operating the Services. Stack may, upon notice:

a) redirect repeated out-of-scope requests to billable professional services or a Statement of Work;

b) charge for support attributable to Customer misconfiguration, unsupported modifications, or third-party systems outside Stack's control, at Stack's then-current professional services rates unless otherwise agreed in Order;

c) require Customer to complete agreed training or documentation review before continued hands-on assistance for recurring topics.

Stack will discuss commercial options with Customer before suspending good-faith support for in-scope issues.

6. Availability SLA

Platform availability (uptime) is governed by the Stack SLA in Section 8 of the Platform Services Agreement, not this Support Policy. Service credits for uptime failures are handled separately from support response times.

7. Changes

Stack may update this Support Policy with notice as described in the Platform Services Agreement. Material reductions to support levels in Customer's paid tier require consent where specified in the Agreement.