Support Policy
Our commitment to helping you succeed with WeGuard.
Last updated: January 07, 2026
This WeGuard Support Policy ("Policy") is incorporated into and forms a part of your agreement with WeGuard with respect to your use of the Cloud Services ("Agreement").
This Policy describes WeGuard's support policies applicable to Customer reported Issues and Errors in the Cloud Services.
01Definitions#
The following terms have the following meanings when used in this Policy:
"Error"
"Issue"
"WeGuard Servers"
"Production Environment"
02Severity Levels#
Severity Level 1
CriticalResponse Time
30 minutes
Definition
An Error that impacts WeGuard Production Environment, where the Cloud Services are down or seriously impaired and WeGuard Service is unavailable for all users and there is no possible workaround.
Resolution
WeGuard team will work to resolve the problem until the Service is returned to normal operation. Customer will be notified of status.
Escalation
If the problem has not been resolved within two (2) hours, WeGuard will escalate the problem to the higher and appropriate level in the organization.
Severity Level 2
HighResponse Time
1 hour
Definition
An Error where the Cloud Services are moderately impaired and/or the WeGuard Service contains a bug that prevents Customer from executing one or more critical business process and there is no workaround currently available.
Resolution
WeGuard will work to resolve the problem until the Service is returned to normal operation. Customer will be notified of the status.
Escalation
If the problem has not been resolved within six (6) hours, Customer may request that WeGuard escalate the problem.
Severity Level 3
MediumResponse Time
6 hours
Definition
An Error or Issue that has been identified but does not prevent normal operations or where the situation may be temporarily circumvented using an available workaround.
Resolution
If the resolution requires a WeGuard bug fix, WeGuard will add the bug fix to its development queue for future updates and suggest a potential workaround.
Escalation
If the problem has not been resolved within one (1) week, the Customer may request escalation.
Severity Level 4
LowResponse Time
12 hours
Definition
Non-system issues including general questions and requests for enhancements, questions about configuration and functionality.
Resolution
WeGuard will respond to requests and address the request. Customers will be notified of status changes.
Escalation
Customers can escalate by copying escalations@weguard.com or calling the support line.
03Support Scope#
Support is only available in English.
WeGuard will support functionality that is developed by WeGuard and under its direct control. For all other functionality, and/or issues or errors in the WeGuard Service caused by issues, errors and/or changes in Customer's information systems and/or third party products, hardware or services, WeGuard has no obligation to provide support.
However, WeGuard may assist Customer and its third-party providers in diagnosing and resolving issues or errors but Customer acknowledges that these matters are outside of WeGuard's support obligations.
Exclusions: Service Level failures attributable to (i) Customer's acts or omissions; and (ii) force majeure events shall be excluded.