Support policy
Version 1.0 · 26 October 2026. This policy forms part of the Customer terms.
How to reach us
Email hello@interchangegate.com with your company name, the flow, and the message or document number if you have one. Support is by email Monday to Friday, 09:00–17:00 UK time, excluding public holidays in England.
What we aim for
| Issue | Example | First reply | What we do |
|---|---|---|---|
| Urgent | All messages on a flow failing; connection to a partner down | Within 4 business hours | Work on it until messages flow again, keeping you updated |
| Normal | One message failed; a mapping question | Within 1 business day | Fix and reprocess, or explain what needs changing |
| Request | New flow, partner change, report | Within 2 business days | Confirm scope, any quote, and a date |
These are targets, not guarantees. Outside support hours, messages keep processing automatically and failures are shown in the portal's Error Inspector with the reason for each failure.
What's included
- Investigating and fixing failures caused by the Service.
- Minor updates when your trading partner makes small changes.
- Help using the portal and understanding errors.
What's charged separately
- New flows beyond any free setup on your order form.
- Major partner changes, such as a new standard or version (quoted first).
- Work on your own ERP or systems, and consultancy.
Planned maintenance
We schedule maintenance outside UK business hours where possible and give at least 2 business days' notice of work expected to interrupt the Service. Messages sent during maintenance are queued and processed afterwards where the connection allows.