Support Policy

Binaryfrost offers different levels of support for different customers.

Email support is available Monday to Friday from 9am to 5pm EST. Binaryfrost reserves the right to amend this support policy at any time.

Services

Clients receiving services from Binaryfrost (e.g. website development) have free email support for queries related to the service or any included products, whether included for free or as a paid add-on.

Enterprise customers may have additional support options available, depending on their contract.

Products

The support provided for products depends on the usage of said product.

Open Source

Users who self-host the open source editions of Binaryfrost products have access to GitHub issues and documentation. Other forms of support are only available through a support contract.

Direct Customers

Direct customers are customers who pay to use Binaryfrost-hosted instances. These customers have free email support.

Enterprise customers may have additional support options available, depending on their contract.

Resold Customers

Resold customers are those who obtain access to Binaryfrost products through another company or freelancer. These customers may obtain support from their service provider.

For example, if an agency develops a website and integrates a Binaryfrost-hosted SnowCMS instance, the agency (a direct customer) then provides support for SnowCMS to the client.