Support Policy

Backendless provides a Support Forum to assist with bug reports. Support provided by the Backendless team is available only for official SDKs and APIs provided by Backendless. Backendless support is divided into several tiers. The priority tier includes customers with a paid support plan and enterprise customers. Incidents submitted by the customers and users from this tier have the highest priority and are attended to above anything else. The free tier includes users without any form of commercial support plan. Support Incidents, questions and bug reports originating from the free tier are worked on by Backendless only when the support queue from the priority tier is cleared and support personnel becomes available. As a result, we cannot guarantee a response or a time window for any support incidents in the free tier. However, we actively monitor all available support channels (support forum, our StackOverflow tag, Twitter account) and genuinely try to attend to all posts and bug reports.

Backendless does not offer free support for the following:

• General debugging of user applications
• Rewriting application code for compatibility with Backendless
• Modifying and/or patching third party or Open Source software packages for compatibility with Backendless
• Installation and configuration of SDKs
• General questions about SDKs and APIs
• Answering general how-to questions, and providing pointers to documentation
• Incorrect documentation
• Feature requests
• Troubleshooting

Backendless supports the following use-cases for bug reports:

• Identifying problems preventing an application from working on Backendless
• Providing workarounds or resolutions for known problems

Bug reports will only be processed if:

• The report is made through the Support Forum.
• The report includes the application ID.
• The reporter is in the application’s list of developers for application pertaining to the request.
• The reported issue can be reproduced by a Backendless team member with the provided information.