Support policy

Support channels, response targets and escalation.

Support is provided during UK business hours, Monday to Friday, excluding English public holidays. Extended or out-of-hours cover can be agreed contractually for enterprise customers.

Include the product, endpoint, timestamp, request identifier where available, the input parameters used and the behaviour you expected. Correctness reports are investigated against our test suite and, where a defect is confirmed, corrected and documented.

If a Severity 1 or 2 issue is not progressing, reply to the existing thread marked "Escalation" and it will be reviewed directly by the platform owner.

Byt-Wyze support channels, hours, severity levels and escalation for website, product and API enquiries.
Email: info@byt-wyze.com for accounts, billing, API keys and technical enquiries.
Contact form: available on the website for general enquiries.
Security: use the responsible disclosure route in the Security Policy for vulnerability reports.
Severity 1, Critical: a production service is unavailable or returning systematically incorrect results, with no workaround.
Severity 2, High: a major function is impaired or degraded, with a partial workaround available.
Severity 3, Medium: a non-critical defect, or a question that blocks progress but not operation.
Severity 4, Low: documentation issues, cosmetic defects, feature requests and general questions.