Support Policy
OhioMade is built for real operations. Support is practical, documented, and scoped. This policy explains what we support, what we don’t, and how to keep deployments stable long-term.
Quick summary
Hosted services: OhioMade maintains the platform. Private deployments: you control the environment. Most “mystery failures” come from environment drift (server changes after delivery).
1. Definitions
Hosted (SaaS): OhioMade operates the servers and maintains the running service.
Private deployment: OhioMade delivers software for a customer-controlled server, domain, and environment.
Environment drift: Any change after delivery, including OS updates, PHP upgrades, database upgrades, extensions/modules, config changes, firewall rules, DNS/SSL changes, hosting moves, or third-party dependency changes.
2. What support includes
Bug investigation
Review logs, reproduce issues, identify root cause in the supported environment.
Fixes to OhioMade code
Fix defects in the delivered version or in hosted services, when confirmed as platform issues.
Operational guidance
Best practices for stability, backups, safe updates, and secure configuration.
3. What support does not include
Third-party failures
Hosting outages, ISP issues, DNS provider issues, vendor platform outages, or upstream API failures.
Environment drift repairs
Breaks caused by OS/PHP/DB upgrades, changed extensions, config edits, server moves, or security tooling changes.
Unlimited customization
New features, custom workflows, bespoke integrations, or rewrites unless separately agreed in writing.
4. Version lock & compatibility
Private deployments are delivered against a known working environment at the time of delivery (example: PHP 8.4 + specific database + specific OS package set).
OhioMade does not guarantee compatibility with future PHP versions, OS versions, database versions, or third-party updates. If you upgrade your environment later, required remediation is billable unless covered by a maintenance plan.
5. Updates & maintenance
Hosted services may be updated over time to improve stability, security, and features. Private deployments are not automatically updated.
Private deployment upgrades can be performed as paid work or under a maintenance plan. OhioMade may decline upgrades that are unsafe, unreasonable, or require deep rewrites without a proper agreement.
6. Response expectations
Best-effort by default
Unless you have a written SLA, support is provided on a best-effort basis.
Priority order
Security and outages first, then correctness issues, then feature requests and UI changes.
What we need
Exact URL, time of issue, steps to reproduce, and relevant logs/screenshots.
7. Access & confidentiality
Customers own their data. For private deployments, OhioMade has no access unless the customer grants it. Any access granted for troubleshooting is used only to resolve the reported issue.
8. Recommended maintenance plans
If you want long-term stability, a maintenance plan prevents “surprise failures” years later and creates a clean upgrade path.
Baseline
Environment stability checklist + periodic review + upgrade warnings.
Operator
Monthly maintenance window + patch guidance + monitored health signals.
Enterprise
Custom SLA + upgrade roadmap + scheduled maintenance and priority response.
9. Contact
Support email: support@ohiomade.us