Support Policy
Last updated: March 2026
1. How to Reach Us
All support requests must be submitted by email to support@falsevikinglabs.com.
Please include:
- Your account email address
- The service affected
- A clear description of the issue
2. Response Times
| Priority | Description | Response target |
|---|---|---|
| Critical | Service completely down | Within 24 hours |
| High | Major feature broken, significant impact | Within 2 business days |
| Normal | General questions, minor issues | Within 3 business days |
Response times are targets, not guarantees. We are a one-person operation and will always aim to respond as quickly as possible. Business days are Monday–Friday, excluding Danish public holidays.
3. What We Support
✓ In scope
- Service availability issues on our infrastructure
- Account and billing questions
- Initial setup guidance for hosted services
- DNS configuration advice
- WordPress core & security plugin updates (managed plans)
- Security monitoring & vulnerability scanning (managed plans)
✗ Out of scope
- Development work on your website or application
- Custom plugin or theme development
- Troubleshooting third-party plugin conflicts or configuration
- Issues caused by your own changes to hosted content
- Domain registration issues (contact your registrar)
4. Uptime Target
We target 99.5% monthly uptime across all hosted services, built on Hetzner's EU infrastructure. We will notify clients by email at least 48 hours in advance of planned maintenance. Emergency maintenance may be carried out with shorter notice where necessary.
5. Abuse Reports
To report abuse originating from our infrastructure, email abuse@falsevikinglabs.com. We take all reports seriously and will investigate promptly.