OpenDPP — Support Policy
Last updated: 2026-07-21 · Version: 1.0
This Support Policy is one of the Policies incorporated into the OpenDPP Terms of Service (the "Terms"). Capitalised terms have the meaning given in the Terms. It describes how Opendpp UAB ("we") provides support for the Service.
1. Support entitlement by plan
| Plan | Entitlement |
|---|---|
| Free, sandbox, trial and evaluation plans | Documentation and public resources only. No individual support entitlement (we may answer at our discretion). |
| Pilot, Micro, Starter, and paid developer plans | Standard email support per this Policy. |
| Growth and Scale | Priority email support — the shorter targets in §4. |
| Enterprise | Dedicated support and any SLA, only as expressly stated in the applicable Order. |
Support covers the operation of the hosted Service and its documented APIs. It does not cover: your own code or integrations, third-party products, professional services (data onboarding, custom mappings, bespoke development — available separately by agreement), training, or advice on your regulatory obligations. We do not provide legal or regulatory advice (Terms §13.2).
2. How to reach support
- Email: support@opendpp-node.eu (include your workspace subdomain, the affected passport/API request IDs, timestamps, and what you expected vs. observed).
- Security vulnerability reports: see our published vulnerability-disclosure instructions at
/.well-known/security.txt; do not test the hosted Service outside them (Terms §4.2(c)). - Illegal-content notices: info@opendpp-node.eu (Terms §4.3).
3. Support hours
Business days, Monday–Friday 09:00–17:00 Vilnius time (EET/EEST), excluding Lithuanian public holidays. Requests received outside support hours are treated as received at the start of the next business day. Support is provided in English.
4. Severity levels and target response times
| Severity | Definition | Standard target | Priority target | Target updates |
|---|---|---|---|---|
| S1 — Service down | The hosted Service is unavailable or public passport resolution fails for all your users, with no workaround. | 4 business hours | 4 business hours | Each business day |
| S2 — Severely impaired | A core function (ingest, sealing, publishing, API auth) materially fails with no reasonable workaround. | 1 business day | 4 business hours | Every 2 business days |
| S3 — Partially impaired | Non-core function affected, or a workaround exists. | 2 business days | 1 business day | As progress occurs |
| S4 — Question / request | How-to questions, documentation, feature requests, cosmetic issues. | 3 business days | 2 business days | — |
We classify severity reasonably based on your report; we may reclassify with an explanation. Feature requests are welcome but create no obligation to build.
5. Maintenance
We aim to give at least 48 hours' notice of planned maintenance expected to disrupt the Service, and to schedule it outside peak European business hours. Emergency maintenance (security, stability) may occur at any time. Public passport pages are designed to remain resolvable during routine deployments.
6. Targets, not warranties
Response times, update cadences and any availability figures are good-faith targets only. They are not warranties or service-level commitments, and no service credits, refunds or other remedies arise from missing them (Terms §13.1). An SLA with defined remedies is available only where expressly agreed in an Enterprise Order.
7. Data restoration
We rely on managed-platform backups for disaster recovery of the Service as a whole. Restoring data that you deleted or overwrote is not an entitlement: we will make commercially reasonable efforts on request and may quote professional-services fees. We publish no recovery-time or recovery-point objective (see the Security page for our current, plainly-stated continuity posture). Your primary safeguard is the self-service export (Terms §10.2) — export regularly.
8. Your responsibilities
Provide accurate diagnostic information, apply reasonable cooperation (reproduction steps, retesting fixes), keep client libraries and integrations reasonably current, and maintain your own backups of source data you ingest.
9. Exclusions
We have no support obligation to the extent an issue arises from: free/beta features (Terms §2.3–2.4); your or a third party's systems, integrations, data or misuse; usage above plan quotas; force majeure (Terms §17.3); or accounts suspended for breach or non-payment.
10. Changes
We may update this Policy per Terms §17. The version published at the time of your request applies.
Opendpp UAB · Švitrigailos g. 11K-109, LT-03223 Vilnius, Lithuania · Company code 308017314 · support@opendpp-node.eu