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Legal · Support

Effective: 20 July 2026

Support agreement

What you can expect from Onix support: real channels (form, email, WhatsApp), clear response targets per plan, and honesty about what's ours to fix versus what belongs to your suppliers.

Version
1.0
Applies to
Annual & Lifetime plans

  1. 1. Scope of support

    This agreement describes the support Onix provides to account holders on an active Plan. It covers the Onix platform itself — dashboard, storefront, supplier connectivity, automation and billing questions.

  2. 2. Support channels

    • Contact form on the website
    • Email — [email protected]
    • WhatsApp or phone — +44 7868 194776

    Please start non-urgent requests through the form or email so they are tracked; WhatsApp is best for quick questions and urgent issues.

  3. 3. Hours and response targets

    Support operates Monday to Friday on UK business days.

    • Standard (Annual Plan): first response within 1 business day.
    • Priority (Lifetime Plan): first response within 4 business hours.

    Targets apply to the first substantive response; resolution times depend on the issue. Urgent platform-down reports are worked on regardless of tier.

  4. 4. Priority levels

    • P1 — your storefront is down or fulfilment has stopped entirely.
    • P2 — a core function is degraded but the store is operating (for example one supplier route failing).
    • P3 — questions, configuration help and minor issues.

  5. 5. What support covers

    • Defects and outages in the Onix platform.
    • Guidance on configuration — routing rules, margins, reseller tiers, storefront settings.
    • Help connecting supported supplier APIs.
    • Billing and plan questions.
    • Migration questions before and during a migration.

  6. 6. What support does not cover

    • Outages, delays, pricing or account disputes at your third-party suppliers.
    • Custom development or bespoke integrations.
    • Issues caused by unauthorised modification or abusive automation.
    • Support for your own customers — you remain the first line for your storefront's buyers.

  7. 7. Customer responsibilities

    • Report issues with enough detail to reproduce them (order IDs, timestamps, screenshots help).
    • Keep your account contact details current.
    • Apply reasonable safeguards on your side — credential hygiene, sensible reseller limits.

  8. 8. Maintenance and updates

    Onix is updated continuously; most updates need no action from you. Planned maintenance that could interrupt service is announced in advance where reasonably possible; emergency security fixes may be applied at any time.

  9. 9. Escalation

    If a P1 or P2 issue is not progressing, reply on the same thread asking for escalation — it will be raised to a senior engineer and you will receive a status update with a next-review time.

  10. 10. Changes to this agreement

    We may update this agreement as the support operation grows. Material changes are notified to account holders in advance, and changes will not reduce the priority-support commitment already purchased with a Lifetime Plan.

  11. 11. How to contact us

    Email [email protected], phone or WhatsApp +44 7868 194776, or write to Onix Ltd, Suite 21, 84 Brayfield Row, London EC1V 4PW, United Kingdom.