Availability

We provide support from Monday till Friday from 10 AM till 5PM CET (UTC+1 or UTC+2 during Summer). There is no support available on weekends and holidays.

Reply Time

Depending on the complexity of your support issue it's usually between a few minutes and 48 hours. When we expect longer delays we will notify you.

What we support

Support is available only for the PRO versions of our software & only to users having an active subscription (no exceptions*! If your subscription has expired, then we won't provide any support). Support is also available for users of our services. As a general rule of thumb - the more details you provide about your issues, the higher your chances of getting support are. Whenever possible add screenshots & give us a link to a page where we can observe the issue.

^{* Except for the FREE LoginSecure Framework which is mandatory for our PRO extensions.}

Full Support Policy

Am I obliged to conclude a maintenance contract?

This depends.

Yes, if you are hosting a purchased website on our shared servers.

Yes, when you are leasing a website from LoginSecure but maintenance is then already included (you are not signing an additional contract with additional costs involved).

No, if you are hosting a purchased website on one of our private servers.

No, if you are hosting a purchased website on third-party servers.

KB Article: https://loginsecure.eu/helpdesk/knowledgebase/view-article/18-am-i-obliged-to-conclude-a-maintenance-contract