Policies
Support & Maintenance Policy
Last updated 9 November 2026.
This policy describes the support and maintenance NodaShell Technologies Ltd. ("NodaShell", "we") provides to customers with a current support term under our Software Licence Agreement. Where your Order sets out different support terms, the Order applies.
What is included
- Help with installing, configuring and operating the Software
- Investigation and correction of faults in the Software
- Updates: fixes, security patches and new releases for the products you license
- Guidance on connecting the Software to your ERP and database
How to reach us
Email email@nodashell.com. Tell us what happened, when, how many people are affected, and include any error message or screenshot. For a critical issue, put "Critical" in the subject line.
Support hours are Monday to Friday, 9:00 a.m. to 5:00 p.m. Pacific Time, excluding public holidays in British Columbia.
Priorities and response times
We set a priority for each request based on its effect on your operation. The response time is our target for a first reply from someone who can work on the issue, measured within support hours.
| Priority | What it means | Target first response |
|---|---|---|
| Critical | Production is down, or scanning or posting has stopped for the whole site. | 4 business hours |
| High | A major function is failing, but work can continue with a workaround. | 1 business day |
| Medium | A fault with limited impact, or a question about how something works. | 2 business days |
| Low | A cosmetic issue, or a request for a change or new feature. | 5 business days |
These are response targets, not guaranteed fix times. We work on critical issues continuously during support hours until the operation is running again, and keep you updated as we go.
Updates and security fixes
- We tell your named contact when an update is available and what it changes.
- Security fixes are prioritised by risk and released ahead of other work.
- The Software runs on your infrastructure, so you choose when to install an update. We recommend installing security fixes promptly.
- We support the current release and the release before it.
What we need from you
- A named contact who can describe the issue and work with us
- Enough detail to reproduce the problem, and logs where we ask for them
- Remote access to the affected environment when it is needed, under your control
- Current backups of your database, taken before changes are made
What is not included
- Faults in your servers, network, database, devices or ERP
- Problems caused by changes to the Software not made by us
- Releases older than the two we support
- Custom development, on-site work and training, which we are glad to quote for separately
Availability
Because the Software is installed on infrastructure you control, we do not operate it for you and cannot commit to an uptime figure for your installation. Our commitment is to respond within the targets above and to help you restore service as quickly as possible.
Changes to this policy
We may update this policy. If a change reduces what you receive, it will not apply to you until your next renewal.