Document owner: Ramart Systems Oy Ab
Contact: info@ramartsystems.com
Effective date: 5.8.2026
Version: 1.0
## 1) Scope
This Support Datasheet defines support coverage for Ramart Systems digital products, templates, scripts, starter packs, SaaS subscriptions, and managed services.
## 2) Support channels
Primary: email support via `info@ramartsystems.com
Optional: marketplace messaging channels (Contra or other marketplace inbox)- Optional: scheduled calls for paid managed plans
## 3) Support hours
- Standard business support: Monday–Friday, 7 Am - 3 PM ETC +2. Excluding public holidays in Finland.
## 4) Response targets
- Initial response target: within 1 business day
- Priority incidents (paid managed customers): same business day where possible
- Resolution times vary by complexity and third-party dependency
## 5) Included support (all product customers)
- Access/download issues
- License key or package delivery issues
- Basic setup guidance using provided documentation
- Reproducible defect confirmation in unmodified baseline product
## 6) Paid support / managed support
Paid support may include:
- Environment
-specific implementation help
- Data migration/import assistance
- Configuration and branding assistance
- Feature adjustments and workflow optimization
- Hosting operations and maintenance (when contracted)
Commercial terms for paid support are defined in the customer order, SOW, or managed plan.
## 7) What is not included by default
- Custom development unless purchased
- Third-party platform outages
- Customer-side infrastructure administration unless contracted
- Issues caused by unsupported modifications by customer/third parties
- Legal, compliance, accounting, or tax advice
## 8) Customer responsibilities
Customers are responsible for:
- Maintaining access to their own systems and credentials
- Backups where self-hosted or where backup service is not contracted
- Reviewing release notes and applying updates as instructed
- Providing clear reproduction steps and relevant logs/screenshots
## 9) Severity levels (managed/support plans)
- **Critical:** Service unavailable or severe business disruption
- **High:** Major function impaired, workaround limited
- **Medium:** Non-critical function impaired, workaround available
- **Low:** General question, cosmetic issue, enhancement request
Prioritization is at Ramart Systems discretion based on impact and contractual tier.
## 10) Change requests
Feature requests and non-defect changes are handled as scoped paid work unless explicitly included in a support plan.
## 11) Fair use
Support is provided under fair use. Ramart Systems may propose an upgraded support tier if support demand consistently exceeds the purchased scope.
## 12) Contact and escalation
Standard support: `info@ramartsystems.com
Escalation contact: ramartsystems@outlook.com
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Ramart Systems may update this datasheet from time to time. Updated versions apply from the published effective date.