Technical Support Policy
Note: This policy covers the technical performance of the NoFraud software service. Any questions regarding installation and integrations, onboarding, manual review and verification, transactions processed and decisions, billing or invoicing issues, chargeback dispute and representment, and related items are not covered by this policy.
| Support Email | Email: support@nofraud.com NoFraud will provide operational staff on email support outside of the normal Business Hours. |
| Contact Support Form | https://help.nofraud.com/s/contactsupport |
| Support Business Hours | 8:00 AM to 6PM EST (Monday-Friday) (excluding company holidays) |
| Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. | |
| Bug fixes to bring the Service into substantial conformance with its then-current technical documentation. | |
| Scheduled maintenance is usually scheduled 7-14 days in advance. Customers are usually notified with a banner notification through the NoFraud web application. |
RESPONSE TIME CHART
| NOFRAUD SEVERITY | DEFINITION | RESPONSE GOAL | DETAILS |
|---|---|---|---|
| Severity 1 | Service substantially fails to perform (e.g. transactions cannot be screened) | 2 Business Hours | (1) Trouble Ticket opened (2) Assign engineer to determine and correct the error (3) Periodic reports on the status of the correction (4) Initiate work to correct the error |
| Severity 2 | Substantial degradation in performance of the Service | 3 Business Hours | (1) Trouble Ticket opened (2) Assign engineer to determine and correct the error (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error |
| Severity 3 | Minimal-to-no impact on the availability or performance of the Service. | 1 Business Days | Commercially reasonable efforts to include in the next major release. |
Business Hours
NoFraud working hours, excluding company holidays.
Excluded Items
- Performance of third party integrations (for example, Stripe, Shopify, and BigCommerce)
- Customer side changes to their computing environment or integrations
- Support directly for shoppers
- Assistance in developing customizations
- Validation of merchant configuration of DKIM for sending verification emails from custom domains
- Assistance with non-NoFraud products, services, or technologies
Note: Customer support plans may change but will not be materially reduced during a customer’s paid term.
Ver. 1.0 February 2025.