Support & Service-Level policy
How to reach us, how fast we respond, and how we handle maintenance for the Candor apps.
Last updated: 24 September 2026
Support is by email at support@candor.datadir.co, available to all users, including the free tier. We respond to every request within 2 business days, and promptly to anything identified as urgent. The targets below are what we aim for by severity.
Response-time targets
| Severity | What it means | Initial response |
|---|---|---|
| P1 — Critical | An app is down or unusable for all users, or data is at risk | Within 1 business day (we aim for hours) |
| P2 — High | A major feature is broken with no reasonable workaround | Within 1 business day |
| P3 — Normal | A minor issue, question, or a feature working with a workaround | Within 2 business days |
| P4 — Low | Cosmetic issue or feature request | Within 2 business days (best effort) |
These are response targets. Resolution times depend on the issue and are handled on a best-effort basis; we'll keep you updated on anything that takes longer.
Availability & maintenance
Our apps run on monday code and are built for high availability, but we do not publish a contractual uptime guarantee. Live service reachability is shown on our status page. Planned maintenance is rare, kept brief, and announced in advance where it could be noticeable.
Business hours
"Business days" means Monday to Friday, excluding public holidays in the Slovak Republic (Central European Time, CET/CEST).
For security issues, please use responsible disclosure — see Trust & security.