Service Level & Support




Service Level & Support (EX365)

Last updated: january 2024

This page describes how support works in EX365, what response times you can expect, and how we handle incidents. EX365 is a B2B SaaS platform operated by WowSwap OÜ.

1. Support channels

For the fastest handling, always email [email protected] and include as many details as possible (see Section 6).

2. Support availability (24/7)

We provide support 24 hours a day, 7 days a week, including weekends and holidays.

3. Response time commitment

We commit to an initial response time of up to 1 hour for messages sent to [email protected].

"Initial response" means we acknowledge your request and start investigation, ask clarifying questions, or provide immediate guidance/workarounds.

4. Incident severity levels

To handle issues efficiently, we classify requests by severity:

Severity 1 (S1) — Critical outage
Examples:

  • EX365 dashboard is unavailable for all users
  • login is broken for most users
  • major platform functions stop working globally (site publishing, critical settings saving)

Severity 2 (S2) — Major functionality degraded
Examples:

  • intermittent errors or high failure rate for key functions
  • domain routing issues affecting many clients
  • large delays in notifications or background processing

Severity 3 (S3) — Partial impact / single client issue
Examples:

  • issue affects one client portal or one configuration
  • incorrect display, layout issues, localized problems
  • non-urgent billing/credits questions

Severity 4 (S4) — Questions / requests
Examples:

  • "how to" questions, setup assistance
  • feature requests, UX feedback
  • general consulting on best practices

5. Target handling approach

We prioritize by severity and impact:

  • S1: immediate investigation and active mitigation
  • S2: high priority investigation and mitigation
  • S3: handled in order of arrival with practical guidance and fixes
  • S4: answered with recommendations, documentation links, or roadmap notes

Important: While we commit to response time, resolution time can vary depending on root cause, third-party dependencies, and the complexity of the incident.

6. What to include in a support request

To speed up resolution, include:

  • your account email and client portal/domain (if applicable)
  • exact time of the issue (with timezone)
  • steps to reproduce (what you clicked / what you expected)
  • screenshots or short screen recording
  • error messages, request IDs, invoice IDs, or transaction IDs (if any)
  • whether the issue is ongoing or intermittent

7. Common situations and how we handle them

7.1. Domain & DNS issues

Examples: domain not pointing correctly, SSL errors, portal not loading.

What we do: verify routing, check DNS configuration, confirm SSL status, provide step-by-step corrections.

7.2. Email delivery problems

Examples: emails are delayed, not received, or go to spam.

What we do: check sending logs (where available), confirm recipient domain settings, recommend best practices (SPF/DKIM/DMARC where applicable), suggest alternative delivery options.

7.3. Rate providers / third-party API outages

Examples: provider downtime, rate update delays, invalid data.

What we do: verify provider status, apply fallback logic if configured, recommend switching providers or adjusting update intervals.

Note: third-party API availability is outside our direct control.

7.4. Client-side configuration mistakes

Examples: wrong asset mapping, incorrect pairs/fees/limits, misconfigured forms.

What we do: identify misconfiguration, propose the correct setup, and guide you through fixing it.

7.5. Cloudflare / ISP restrictions in certain regions

Examples: website not accessible in some countries without VPN.

What we do: help diagnose the cause and propose deployment/routing options, including region-specific DNS or alternative routing patterns where feasible.

7.6. Suspicious activity / security concerns

Examples: account access concerns, unusual logins, bot traffic.

What we do: recommend immediate actions (password reset, email security), investigate logs, apply protective measures where appropriate.

8. Planned maintenance

We may perform planned maintenance and updates. When reasonable, we will provide notice via:

  • the dashboard
  • email notifications
  • documentation updates

Emergency maintenance may be performed without prior notice if required for security or stability.

9. Service limitations (high-level)

EX365 is a software platform. The Provider:

  • is not a party to the Client's deals with End Users;
  • does not hold or control funds (non-custodial model);
  • is not responsible for third-party providers' outages (blockchains, APIs, email recipients' systems, etc.).

10. Feedback and feature requests

We welcome product feedback and feature requests. Please email [email protected] with:

  • the problem you are solving
  • your preferred workflow
  • screenshots/mockups (optional)