NativeCMS Support Policy

Version 1.0 Effective 31 July 2026

Contact

• Customer support: support@nativecms.co.uk
• Security and urgent incident reports: security@nativecms.co.uk
• Privacy requests: privacy@nativecms.co.uk
• Legal notices: legal@nativecms.co.uk
• Service status: https://status.nativecms.co.uk

Do not send passwords, recovery codes, Git tokens, signing keys or unredacted personal-data exports by email. NativeCMS will provide a protected upload path when diagnostic data is needed.

Invited-beta coverage

Standard support hours are 09:00–17:00 UK time, Monday to Friday, excluding public holidays in England. The invited beta is monitored on a best-effort basis and has no contractual response-time or availability SLA. Emergency automated alerts do not imply 24-hour staffed support.

Report a suspected active security incident to security@nativecms.co.uk with the subject URGENT SECURITY. Confirmed personal-data incidents are escalated and notified without undue delay where required by law or the DPA.

What is included

• NativeCMS dashboard, managed environments, deployment pipeline, Managed Git, backups and supported Native integration defects.
• Guidance for documented settings, feature packs and recovery operations.
• Investigation of platform monitoring and security alerts.
• Reasonable coordination for Azure or other supported-provider incidents.

What is not included

• Writing or debugging arbitrary customer custom modules, themes or third-party integrations.
• General Drupal training, content entry or data cleansing.
• Unsupported package versions, locally modified NativeCMS code or policy-violating workloads.
• App-store approval guarantees, legal or privacy advice, or third-party outage resolution.
• Recovery beyond verified backups or work requiring unavailable customer credentials or authorisation.

Customer responsibilities

Identify the site and environment, impact, start time, recent change or deployment, reproducible steps and a safe contact. Keep authorised contacts current, test custom changes in Development and Testing, respond to reasonable information requests and retain independent exports suitable for your risk.

Incident communications

For a confirmed platform incident, NativeCMS posts an acknowledgement, scope and expected next update at https://status.nativecms.co.uk without exposing customer or security-sensitive details. During staffed response, critical incident updates target every 60 minutes until stabilised. This target is not a contractual guarantee.

Maintenance and service credits

NativeCMS gives reasonable notice of planned material maintenance where practicable. Emergency security work may proceed immediately. The free invited beta has no service credits.