Support Terms

Last updated: [TBD] · This is a working draft pending legal review.

These Support Terms describe the support that Coded provides for its commerce platform: what support is available, how to reach us, when we are available, the response-time targets we aim for, what is and is not in scope, and how issues are escalated. They form part of the agreement between you and Coded B.V. and should be read together with our Terms of Service. Where any service-specific service-level commitment is separately agreed in writing (for example in an order form or enterprise agreement), that commitment prevails over these Support Terms to the extent of any conflict.

In these terms, "Coded", "we", "us", and "our" mean Coded B.V., a private limited company (besloten vennootschap) registered in the Netherlands under Chamber of Commerce (KvK) number 42027097, VAT number NL869368795B01, with its registered office at De Taling 15, 2761 SL Zevenhuizen, The Netherlands. Coded B.V. is a wholly owned subsidiary of Coded Holding B.V. Coded operates internationally; the Netherlands is our place of registration and initial launch market, and our platform serves merchants worldwide.

"You", "merchant", and "your" mean the person or entity operating one or more projects on the platform under an Organization account. "Support" means the assistance described in these terms. "Project" means a shop or other property a merchant creates and operates on the platform. Capitalised terms not defined here have the meaning given in our Terms of Service.

1. What support covers

Support helps you use the Coded platform as it is designed to work. It covers questions about platform features, help diagnosing and resolving problems that prevent the platform from functioning as documented, and guidance on configuration, account and Organization management, billing, and the built-in payments and fulfilment features. Support is provided by Coded for the Coded platform itself.

Support is advisory and best-effort unless a specific, written service-level commitment says otherwise. We will use reasonable skill and care to help, but we do not guarantee that every issue can be resolved, that a resolution will be available within any particular time, or that the platform will be uninterrupted or error-free. Nothing in these terms creates a contractual uptime or availability guarantee; any availability commitment, if offered, will be set out separately and expressly.

Support is provided to the merchant — the account holder — and to the individual users the merchant authorises within its Organization. We are not obliged to provide support to a merchant's own buyers or customers; support for the goods, services, and storefront experience a merchant offers to its buyers is the merchant's responsibility (see Section 6).

2. Support tiers

Support is provided in tiers. The tier available to you depends on your plan and on any separately agreed terms. Higher tiers add channels, faster response-time targets, and, where stated, named contacts. The following describes the tiers in general terms; the exact features and any service-level targets for your plan are confirmed in your plan details or order form.

2.1 Standard support

Standard support is included for all active merchants, including merchants on free and entry-level plans. It provides:

• Access to the self-service help center, documentation, and status page.
• Email support for account, billing, configuration, and platform-functionality questions.
• Best-effort response within the Standard response-time targets in Section 5.
• Support during standard support hours (Section 4).

2.2 Priority support

Priority support is included with higher-tier paid plans. In addition to everything in Standard support, it provides:

• Faster response-time targets (Section 5).
• Priority handling and routing of incoming requests.
• Extended support hours where stated for the plan.

2.3 Enterprise / dedicated support

Enterprise support is available where separately agreed in a written enterprise agreement or order form. In addition to everything in Priority support, it may provide, as set out in that agreement:

• A named contact or technical account manager.
• Agreed response-time targets and, where expressly committed, defined service levels.
• An agreed escalation path and contacts.
• Onboarding and configuration assistance.

Enterprise terms, where they exist, prevail over these Support Terms to the extent of any conflict.

Note: Coded charges 0% platform fee on a merchant's payment transactions; merchants pay only the pass-through processing cost of the payment processor (Stripe or Mollie). Support tiers relate to your subscription plan for publishing and operating projects, not to any transaction fee — there is none. Subscription fees for publishing projects are described in your plan details and Terms of Service.

3. Support channels

We offer the following channels. Which channels are available to you depends on your support tier.

3.1 Help center and documentation (self-service)

The help center is the first and fastest route for most questions. It includes documentation, how-to guides, and answers to common questions, and it is available to all merchants at any time. Many issues can be resolved here without contacting us.

3.2 Email

Email is the primary assisted channel. You can reach support at support@coded.co. To help us respond efficiently, please include your Organization name, the affected project, a clear description of the problem, the steps to reproduce it, what you expected to happen, and any error messages or screenshots. Requests are handled during support hours (Section 4) and against the response-time targets in Section 5.

3.3 Status page

The status page reports the operational status of the platform and any active or recent incidents. For platform-wide outages, the status page is the authoritative source of information and is updated during incidents; you do not need to open a separate request to be informed of an incident already reported there.

3.4 Additional channels

Additional channels (for example a named contact for Enterprise support) are available only where stated for your tier or in a separately agreed enterprise agreement. We do not provide guaranteed support over informal or public channels (such as social media), and we may decline to handle account-specific requests over channels we cannot use to verify your identity.

4. Support hours

Standard support is available during business hours, Monday to Friday, excluding public holidays in the Netherlands, and excluding announced maintenance windows. Priority and Enterprise tiers may have extended hours as stated for the plan or in a separately agreed agreement.

Standard support hours: [to be confirmed] (define the exact hours and reference time zone — e.g. CET/CEST).

The help center, documentation, and status page are available at any time, independent of support hours. Requests received outside support hours are queued and addressed when support hours resume; response-time targets (Section 5) are measured during support hours unless stated otherwise.

5. Response-time targets

Response-time targets describe how quickly we aim to make first contact with you after you submit a request — they are targets, not guarantees, unless a service level is separately committed in writing for your tier. A "first response" means an initial human reply that acknowledges the request and begins working it; it is not a commitment to resolve the issue within that time. Resolution times depend on the nature of the issue and, where a third party is involved (for example a payment processor or fulfilment provider), on that party.

We triage requests by severity:

• Severity 1 — Critical: the platform or a core function (for example checkout or payments) is unavailable or materially impaired for a merchant, with no reasonable workaround.
• Severity 2 — High: a significant function is impaired, but a workaround exists or the impact is limited.
• Severity 3 — Normal: a non-critical problem, a question, or a configuration request.
• Severity 4 — Low: a feature request, feedback, or a general enquiry.

Target first-response times by severity and tier are as follows (measured during the applicable support hours):

We assign the initial severity based on the information you provide and may re-classify a request if the actual impact differs. Targets assume you provide enough information for us to understand and reproduce the issue and that you respond to our follow-up questions; the clock may pause while we are waiting on information or action from you, or on a third party. Where the platform itself is affected by a platform-wide incident, we manage that incident under Section 7 and communicate through the status page rather than per request.

6. What is out of scope

Support does not cover the following. These are illustrative, not exhaustive:

• A merchant's own products, content, and business. The goods or services a merchant sells, its pricing, descriptions, storefront content, branding, and customer relationships are the merchant's responsibility. We support the platform; we do not run your business or provide support to your buyers on your behalf.
• Custom development and bespoke work. Writing custom code, building integrations to order, performing data migrations, or designing storefronts for you is not included in standard support; such work, if available, is arranged separately.
• Third-party products and services. Issues that originate with a third party — including the payment processors (Stripe and Mollie), fulfilment providers, and any external tools or services a merchant connects — fall under that party's own terms and support. We will help identify whether an issue is third-party in origin and, where reasonable, help you engage the right party, but we cannot resolve issues within a third party's own systems.
• Decisions made by payment processors or fulfilment providers. Onboarding outcomes, identity and compliance checks, fund holds, payouts, refunds, disputes and chargebacks, and similar matters are governed by the processor's or provider's own agreement. See the Payment Terms and Fulfilment Terms.
• Legal, tax, accounting, and compliance advice. We do not provide legal, tax, regulatory, or financial advice. You are responsible for your own compliance, including tax on your sales.
• Issues caused by misuse, unauthorised modification, or use outside documentation. Problems arising from use of the platform in a way it is not designed for, from unauthorised changes, or from a merchant's own infrastructure or devices are not covered.
• Loss or recovery of data caused by merchant action. We will help where we reasonably can, but we are not responsible for recovering data lost through merchant action or third-party tools.
• Beta, preview, or clearly experimental features. Features identified as beta or preview are provided without support-time targets unless we state otherwise.

Where a request is out of scope, we will tell you so and, where reasonable, point you toward the right resource or party.

7. Incidents and platform-wide issues

A platform-wide incident — an issue affecting the platform broadly rather than a single Organization — is handled as an incident, not as an individual support request. During an incident we prioritise restoring service and we communicate status, impact, and progress through the status page. You do not need to open a separate request to be counted; if you are affected by an incident already reported on the status page, follow the updates there. We aim to publish a summary after a significant incident where appropriate.

Our data is hosted in the European Union (Frankfurt). This is a deliberate feature of how we run the platform and is reflected in our incident handling and in our Privacy Policy; it does not limit who may use the platform or where merchants may operate.

8. Escalation

If you believe a request has not been handled appropriately — for example, a target has been missed, the severity was misjudged, or a critical issue is not progressing — you can escalate it.

1. Reply on the existing request. The fastest route is to reply on the same email thread or case, ask for escalation, and explain the business impact. Keeping the escalation on the existing request preserves the history and avoids resetting the clock.
2. Ask for a supervisor or escalation review. If replying on the request does not resolve it, ask explicitly for the request to be escalated to a support lead for review.
3. Use your agreed escalation path (Enterprise). Merchants with an enterprise agreement use the named contact and escalation path set out in that agreement, which prevails over this general path.
4. Formal complaints. A formal complaint about support or the service can be sent to legal@coded.eu; we will acknowledge and review it.

Escalation changes priority and routing; it does not change the underlying facts of an issue or guarantee a particular outcome, and it does not by itself create a service-level commitment where none exists.

9. Your responsibilities

To let us help you effectively, you agree to:

• Keep your Organization and contact details current so we can reach you and verify your identity.
• Provide accurate, complete information about an issue, including steps to reproduce it, and respond to our reasonable follow-up requests.
• Limit support contacts to the users you have authorised within your Organization, and not ask us to act on an account you do not control.
• Apply updates, configuration changes, and reasonable workarounds we recommend, where they are within your control.
• Use channels appropriate to the request and not represent a normal request as critical in order to obtain a faster response.

Where a request cannot progress because we are waiting on information or action from you, the relevant response-time target pauses until you respond.

10. Changes to these terms

We may update these Support Terms to reflect changes to the platform, our support model, or applicable law. When we make a material change, we will update the effective date and, where appropriate, notify you. Continued use of the platform after a change takes effect means you accept the updated terms. Where a separately agreed enterprise or order-form commitment exists, changes to these general terms do not reduce that commitment for its term.

Contact

For support, or with questions about these Support Terms:

• Support: support@coded.co
• Legal / complaints: legal@coded.eu
• Security issues: security@coded.co
• Postal: Coded B.V., De Taling 15, 2761 SL Zevenhuizen, The Netherlands

Coded B.V. is registered with the Netherlands Chamber of Commerce (KvK) under number 42027097, VAT number NL869368795B01. These terms take effect on 11 June 2026.

These Support Terms are governed by the laws of the Netherlands, and disputes are subject to the competent courts of Amsterdam, without prejudice to any mandatory consumer or data protection law of your country or region of residence that also applies to you.