Last updated: January 26, 2026
Other than for Evaluation Customers and customers with customized support options, these Support and Service Level Terms are part of Your Terms with Dilly. Any capitalized terms used but not defined in this Support and Service Level Terms have the meaning set forth in the Terms.
1.1 We provide customer support via email at support@dill-y.com
1.2 Dilly provides response times to support issues as indicated in the below table:
| Priority | Initial Response Time | Target Resolution Time |
|---|---|---|
| Severe. Service is unavailable or a subset of functionality is unavailable without a workaround; security issues, data integrity issues. | 2 Hours | 24 Hours |
| High. Major functionality is impacted, or performance is significantly degraded; issue persists, and no reasonable workaround is available. | 4 Hours | 1 Week |
| Medium. Any other bugs or issues that are not considered Severe or High. | 1 NZ Business Day | 3 Weeks |
| Low. Enhancements, tech questions. | 2 NZ Business Days | Aligned with our product roadmap, or as appropriate. |
1.3 We continuously explore ways to refine and improve our support resources, and we will provide notice to You as we update this aspect of our offering.