Support Terms

Last modified: 28 September 2026 · Version 1.0

These Support Terms describe how we provide support for the Nodge platform (the "Service") and what you can expect from us. They form part of the Agreement, as set out in Section 1 of our Terms of Service. Terms defined in the Terms of Service have the same meaning here.

Before contacting support, check our status page at status.nodge.ai. If we are aware of a platform incident, you will find it there first.

1. What support covers

We provide support for the Service itself: platform features, the control plane, deployments, the container registry, CI/CD, secrets management, observability, the event bus, the LLM proxy, account and organisation configuration, compute provisioning, and billing.

Support is provided to members of an active Nodge account, in English or Dutch.

2. What support does not cover

Support does not include:

• debugging, fixing, or reviewing your own code, applications, agents, or configurations;
• the behaviour, output, cost, rate limits, or availability of the model providers you connect through the LLM proxy. Under Section 3.4 of the Terms, your model provider is your vendor and your agreement is with them;
• third-party tools, code hosts, endpoints, or services you connect to the Service under Section 3.5 of the Terms;
• errors that occur outside the Service or that are not caused by it;
• the design, security configuration, or lawfulness of what you build, which is your responsibility under Section 6 of the Terms;
• training, consultancy, architecture advice, or development work. These can be purchased separately.

For self-hosted and air-gapped deployments, our support is limited to the platform software and its documentation. As set out in Section 3.3 of the Terms, we have no access to your environment, and you are responsible for operating, securing, updating, and backing it up.

Support is provided on the basis that you use the Service in accordance with our documentation. Where that is not the case, we will tell you.

3. Your end-users

You are responsible for supporting the end-users of the applications and agents you build on the Service. If, after reasonable effort, you cannot diagnose or resolve an issue that appears to originate in the Service itself, you may raise it with us.

We do not provide support directly to your end-users, and we will refer them back to you.

4. Build, deployment, and runtime issues

We will look at build, deployment, and runtime errors when:

• the project builds and runs locally without the error present; and
• the error is not caused by your own code, or by a third-party service or tool that is not part of the Service.

To let us help, include the following in your request:

• a description of the problem and what you have already tried;
• a minimal reproduction, or a link to the failing deployment or build;
• relevant logs, error messages, request identifiers, or screenshots;
• what changed since the last working deployment.

If this information is missing or the criteria above are not met, we may be unable to help and will point you back to local debugging or to your build logs.

5. How to reach us

Support requests are submitted by email to support@nodge.ai. This is the only channel through which support is provided.

We do not provide support, and give no undertaking as to the availability or accuracy of any advice given, through other channels, including chat groups, social media, or direct contact with individual employees. Requests received through those channels may be referred to the channel above.

Security vulnerabilities go to our responsible disclosure process.

6. When we respond

We aim to respond to requests from paid plans in a timely manner and as soon as is reasonably practicable. Requests are handled in order of receipt, prioritised by plan and by the severity of the issue.

We commit to defined response times only under an Enterprise Agreement. Standard paid plans do not carry committed response times or service credits, as set out in Section 8 of the Terms. The free plan carries no support obligation, as set out in Section 9 of the Terms.

Where an Enterprise Agreement applies, the response times, support hours, and escalation path are set out in that agreement and in the applicable Service Level Agreement.

7. Severity levels

We assign a severity level to each support request. You indicate the severity when you submit a request; we may adjust it, in consultation with you where practicable, including downward once a workaround is available or if we do not receive the information we need.

Severity 1. A production environment is unavailable to its users, or is affected by a security incident. No workaround is available.

Severity 2. A significant platform function is not working and normal use of the Service is prevented, but production environments remain available. For example, deployments or builds fail platform-side.

Severity 3. A non-critical function is not working as documented, and deployments and production environments are unaffected.

Severity 4. A question, a request for information, a documentation issue, or a feature request, with no impact on use of the Service.

8. Billing questions

If you think an invoice is wrong, contact support@nodge.ai. Requests to amend an invoice must be made within one month of the invoice date; after that we may decline them.

If you raise a dispute with your card provider or reverse a direct debit before contacting us, we are limited in what we can do to resolve it, and we may suspend the account and its environments until the dispute is resolved.

9. Beta and preview features

Beta, preview, and experimental features are provided "as is". They are excluded from Section 8 and Section 10 of the Terms, from any Service Level Agreement, and from these Support Terms. We may still help, but we make no commitment to do so.

10. Conduct

Support works both ways. We ask you to communicate professionally, and we will do the same. We may decline or stop providing support to anyone who is abusive or offensive towards our team.

11. Changes

We may update these Support Terms. Section 16 of the Terms applies to material changes, and we keep prior versions available.

Contact

TechVenture B.V. (Nodge), Winklerlaan 363-41, 3571 KE Utrecht, the Netherlands. KvK 93539940 · BTW NL866442352B01. Reach us at info@nodge.ai.