Support Policy

EFFECTIVE DATE: 1 January 2025

At Tugger, we are committed to delivering a fast, friendly, and effective support experience. This policy sets out how we handle support requests, what response times customers can expect, and how to get the best from our team.

1. Overview

Our support team is based in the UK and can be reached through multiple channels depending on the nature of your query.

2. Support Hours

Standard business hours apply to all support tiers unless otherwise stated in a separate agreement:

• Monday to Friday: 9:00 AM - 5:00 PM (GMT/BST)
• Excluding UK public holidays

Tickets received outside business hours will be acknowledged and triaged at the start of the next business day. For critical (P1) incidents outside of business hours, customers are encouraged to leave a voicemail or send an email marked URGENT in the subject line.

3. Support Eligibility

This policy applies to customers with an active paid Tugger subscription. The following are excluded from this policy:

• Free trial users - support is provided on a best-effort basis only and is not subject to the response targets or commitments set out in this policy.
• Lapsed, suspended, or cancelled accounts - Tugger reserves the right to suspend support where a subscription is no longer active or where payment is overdue.

If you are unsure of your subscription status, please contact us at [email protected].

4. How to Raise a Support Request

You can contact the Tugger support team through any of the following channels:

Channel	Best For	Availability	Where to Access
Help Centre	Self-service, how-to guides	24/7	docs.tuggerapp.com
Submit a Ticket	P2-P4 issues, general queries	Business hours	tugger.freshdesk.com/support/tickets/new
In-App Chat	Quick questions, live guidance	Business hours	Via the Tugger website
Phone	P1 critical incidents	Business hours	+44 1625 817399

When raising a ticket, please provide as much detail as possible to help us resolve your issue quickly, including:

• A clear description of the issue
• Steps to reproduce the problem
• Any error messages or screenshots
• The connector(s) and data sources involved
• The impact on your business or reporting

5. Priority Levels and Response Targets

All tickets are assigned a priority level based on the nature and impact of the issue. The following response targets apply during business hours:

Priority	Description	First Response	Target Resolution	Coverage
P1 - Critical	Service down / complete data loss	1 business hour	4 business hours	Business hours
P2 - High	Major feature broken, no workaround	4 business hours	1 business day	Business hours
P3 - Medium	Partial issue, workaround exists	1 business day	3 business days	Business hours
P4 - Low	General queries, how-to, feature requests	2 business days	5 business days	Business hours

Response times are measured from the point a ticket is received during business hours. Resolution times are targets and may vary depending on complexity, third-party dependencies, or information needed from the customer.

6. Priority Definitions

P1 - Critical

The Tugger service is completely unavailable, or a data sync failure is causing total loss of reporting capability for your organisation. All users are impacted and there is no viable workaround.

Examples: complete platform outage, all Tugs failing for an organisation, data loss incident.

P2 - High

A core feature or connector is non-functional and significantly impacting your ability to use Tugger. A workaround may not be available or is very limited.

Examples: a specific connector failing entirely, scheduled Tugs not running, incorrect data being transferred.

P3 - Medium

A feature is partially impaired or behaving unexpectedly, but a reasonable workaround exists and reporting is largely unaffected.

Examples: UI display issues, a single field mapping not working, slow Tug performance.

P4 - Low

General how-to questions, product guidance, account queries, or feature requests. No operational impact.

Examples: setup assistance, guidance on building reports, billing enquiries, feature suggestions.

7. What to Expect From Us

Once a ticket is raised, our team will:

• Acknowledge your request within the target first response time for your priority level
• Provide regular updates on progress for P1 and P2 tickets at least every 2 hours
• Clearly communicate if a fix requires a product release or third-party involvement
• Notify you when the issue has been resolved and confirm you are happy before closing
• Share a brief root cause summary for P1 incidents within 2 business days of resolution

8. Customer Responsibilities

To help us resolve your issue as quickly as possible, we ask that customers:

• Provide accurate and complete information when raising a ticket
• Respond promptly to requests for additional information from our team
• Test and confirm resolution before a ticket is closed
• Raise P1 issues via phone or email marked URGENT rather than in-app chat alone

Tickets where we have not received a response after 5 business days may be closed. You can reopen a closed ticket at any time by replying to the original email thread.

9. Escalation

If you feel your issue is not being resolved to the standard you expect, you can escalate through the following route:

• Reply to your open ticket and request escalation to a senior support engineer
• Email our support lead directly at [email protected] with ESCALATION in the subject line
• Contact us by phone on +44 1625 817399 and ask to speak with the support manager

We take escalations seriously and aim to respond to all escalation requests within 2 business hours.

10. Out of Scope

The following items fall outside of standard support and may require professional services engagement or referral to a Tugger Partner:

• Development of new connectors or integrations not currently available in Tugger
• Adding new data entities or objects to an existing connector (e.g. exposing additional modules from a source system)
• Adding new fields or columns to existing data entities within a connector
• Changes to connector data structures, field mappings, or sync logic beyond the current published specification
• Adding new functionality to or modifying provided report templates
• Any request determined by Tugger to constitute a feature request. Tugger reserves the sole right to determine whether a request falls within this category
• Custom report development or Power BI / Tableau design work
• Data transformation, modelling, or warehouse customisation beyond Tugger defaults
• Issues caused by third-party tools, integrations, or APIs outside of Tugger's control
• Training sessions or onboarding workshops (available separately)

11. Disclaimer

Response and resolution times stated in this policy are targets only and do not constitute a guarantee or warranty of service. Tugger Ltd shall not be liable for any loss, damage, or inconvenience arising from a failure to meet these targets unless expressly agreed in a separate written agreement signed by an authorised representative of Tugger Ltd.

This policy does not form part of any contract unless explicitly referenced and incorporated into a signed order form or service agreement. Tugger reserves the right to amend response targets at any time with reasonable notice.

12. Updates to This Policy

Tugger reserves the right to update this support policy from time to time. Where changes are material, we will communicate updates via email or in-app notification with reasonable notice.

The latest version of this policy is always available at tuggerapp.com/SupportPolicy.

Contact Details

If you have any questions regarding this Support Policy, please contact us:

by email at [email protected]

by phone on +44 1625 817399

by post to Tugger Limited, Clarence Mill Business Centre, Clarence Road, Bollington, Macclesfield, SK10 5JZ