Service and Support Policy
Last updated: 9 August 2026
This policy explains how Orbis Salon support works and what it does and does not cover.
1. Support channels
Support is available by email at and by phone at . We aim to respond during UK business hours.
2. Response targets
We aim to respond promptly, with priority support included on the Signature plan. Response targets are goals, not guarantees, and may vary with volume and complexity.
3. What support includes
- Help using platform features
- Guidance on setup and configuration
- Investigating suspected bugs and platform issues
- Reasonable assistance with customer website update files
4. What support excludes
- Third-party outages (payment, SMS, email, AI, hosting, domain, app stores)
- Issues caused by the customer's own hosting, domain or edits where self-managed
- Bespoke development beyond agreed scope
- Training beyond reasonable onboarding, unless separately agreed
- Tax, accountancy, legal, clinical or regulatory advice
5. Hosting and domains
Where Orbis provides hosting, we look after it as described in our Website, Domain and Hosting Terms. Where a customer uses their own hosting, they are responsible for hosting availability, compatibility, security, renewals and access.
6. Maintenance and updates
We may carry out scheduled maintenance and release updates to keep the platform secure and improve it. We aim to minimise disruption but cannot guarantee uninterrupted availability.
7. Backups and data restoration
We take reasonable backups of platform data. Backups are for disaster recovery and are not a substitute for the customer keeping its own records. Point-in-time restoration of individual items may not always be possible.
8. Emergency issues
We prioritise issues that materially affect service availability. Please report urgent problems clearly so we can triage them.
9. Feature requests and bug fixes
We welcome feature requests and log them for consideration. We aim to fix confirmed bugs in a reasonable timeframe, prioritised by impact.
10. Contact
For support, email .