Support Policy

Last Updated: July 4, 2026

This policy describes the support included with each BaaSdrop plan, referenced from the pricing page and the Customer Terms of Service.

Channels and Targets

| Plan | Channel | First-response target | Hours | |---|---|---|---| | Free | Community (docs, forum) | Best effort | — | | Starter | Email (support@baasdrop.com) | 2 business days | Business hours (US Eastern, Mon–Fri) | | Growth | Priority email | 1 business day | Business hours (US Eastern, Mon–Fri) | | Scale | Dedicated contact + priority email | 4 business hours; Severity-1 targeted 24/7 | Business hours; Sev-1 around the clock |

First-response targets are goals, not contractual commitments, except as separately agreed in writing for Scale customers.

Severity Levels

• Severity 1 — Platform API down or unusable for your production apps, no workaround. (Scale: report by email with "SEV1" in the subject.)
• Severity 2 — Major feature impaired, workaround exists.
• Severity 3 — Minor issue, question, or feature request.

Scope

Support covers the Platform: APIs, SDKs, console, and platform-side configuration. It does not cover debugging your application code, third-party services, or custom development. We may ask for reproduction steps, app identifiers, and timestamps; please never send end-user personal data or secrets in support tickets.

Status and Incidents

Platform incidents and scheduled maintenance are announced in the console. SLA commitments and credits for Scale customers are described in the SLA.