Version 1.0.0, in force since 2026-11-01.
This Support Policy states the contractual obligations of MIDDAG, LLC (“MIDDAG”, “we”) and of the customer (“you”) for the support of MIDDAG products and services. It is part of the Terms of Service and of the Service Terms.
1. Scope
1.1 This Support Policy applies to every product and service of MIDDAG that includes support under an Order, as defined in the Service Terms.
1.2 The Order states the support level and the service level that apply to each product or service.
1.3 The response and resolution targets of each service level are in the Service Level Agreement.
1.4 MIDDAG supports only the products and services that you obtain from MIDDAG or from a reseller of the MIDDAG Partner Program.
1.5 A reseller cannot change the support level, the service level or any obligation in this Support Policy, and any promise of a reseller beyond this Support Policy binds only the reseller.
1.6 If this Support Policy and an Order conflict, the Order prevails.
2. Support levels
2.1 The support levels that MIDDAG offers, and the service level included in each, are the following:
| Support level | Included service level | Service level sold as an add-on |
|---|---|---|
| Free | None | — |
| Basic | Standard | — |
| Flex | Standard | — |
| Business | Standard | Priority |
| Enterprise | Priority | Critical, Dedicated |
| Government | Priority | Critical |
2.2 A service level faster than the one included in a support level is available only as an add-on bought under an Order.
2.3 The Free support level has no response or resolution target.
2.4 When the Order does not state a support level, the Free support level applies.
3. What support covers
3.1 Support covers questions about the installation, configuration and use of MIDDAG products and services for the purposes for which they were designed, and the correction of defects in them.
3.2 Support covers the latest released version of each MIDDAG product, and the versions that the product documentation lists as supported.
3.3 As a first step, MIDDAG may ask you to update a MIDDAG product to its latest version, because updating often solves the problem.
3.4 MIDDAG corrects defects in its products within the service level that applies, and may deliver the correction as a workaround, a configuration change or a new version.
3.5 When MIDDAG classifies a request as a feature request, MIDDAG records it for analysis and closes the request, without any obligation to answer it further or to include the feature in a future version.
4. What support does not cover
4.1 Support does not cover products, services, plugins, themes, hosting or infrastructure of third parties, even when they run together with a MIDDAG product.
4.2 MIDDAG may ask you to disable third-party products before it investigates a problem.
4.3 Support does not cover customization, meaning any change to the appearance or function of a MIDDAG product beyond what the product offers, or problems caused by it.
4.4 Support does not cover development, training, consulting, operation of your environment or other professional services, which are available under a separate Order.
4.5 Support does not cover versions of a MIDDAG product that are no longer supported, or products that MIDDAG has discontinued, after the end of support stated in the notice of discontinuation.
5. Support term
5.1 MIDDAG provides support only while the subscription or the Order that includes it is active and paid.
5.2 MIDDAG has no obligation to provide support after the subscription or the Order ends.
5.3 For a product sold as Lifetime, support follows the standard care period and any extended care described in the Service Terms.
5.4 Infoproducts do not include continuous support, unless the Order states otherwise.
6. How to request support
6.1 You request support by opening a ticket through the support channel of the MIDDAG Account.
6.2 MIDDAG provides support only through tickets, and does not provide support by social media, telephone or any other channel, unless the Order states otherwise.
6.3 Contact with the sales team of MIDDAG by other channels does not create any support obligation through those channels.
6.4 Before you open a ticket, you must make reasonable efforts to solve the problem, including reading the product documentation.
6.5 Each ticket must include a description of the problem, of your configuration and environment, and the diagnostic information that MIDDAG requests.
6.6 You must keep your contact information current and answer the questions of MIDDAG during the handling of the ticket.
6.7 For a ticket of the highest priority, you must remain available to MIDDAG until the ticket is handled.
6.8 MIDDAG may close a ticket that stays waiting for your answer, as described in the Service Level Agreement.
7. Priority of tickets
7.1 You set the priority of a ticket when you open it.
7.2 MIDDAG may change the priority of a ticket if it believes the priority is incorrect or if you do not remain available as required by section 6.7, and tells you about the change in its answer.
7.3 You may contest a change of priority through the support channel, and a change made because you were not available is reversed when you become available again.
8. Access and confidentiality
8.1 If MIDDAG needs access to your environment or credentials to handle a ticket, you must provide them only by the secure method that MIDDAG indicates, and never in the text of the ticket.
8.2 You may revoke any access given to MIDDAG at any time, and you must change the credentials after the ticket is closed.
8.3 Tickets and the information shared in them are confidential and are accessible only to you, to the people you authorize in your account and to the support team of MIDDAG.
8.4 When a ticket includes personal data, MIDDAG processes it under the Privacy Policy and, where it applies, the Data Processing Addendum.
9. Maintenance and emergency action
9.1 MIDDAG performs scheduled maintenance of the services that it operates and gives reasonable notice in advance when it expects the maintenance to affect the availability or the function of a service.
9.2 MIDDAG may take emergency action at any time, as described in the Service Level Agreement.
10. Changes
10.1 MIDDAG may change this Support Policy under the change rules of the Terms of Service, with notice 30 days before the effective date, except for the changes that the Terms of Service allow to take effect immediately.
11. Contact
11.1 Support requests go through the support channel of the MIDDAG Account; questions about this Support Policy go to legal@middag.io.
Changelog
- 1.0.0 — First version: scope, support levels, coverage and exclusions, support term, how to request support, priority of tickets, access and confidentiality, maintenance and emergency action.