Support Policy
How to reach us, what we aim to respond in, and how incidents are handled.
Version 1.0 · Last updated 2026-07-27
This describes the support we provide today. It sets out targets we intend to meet, not a contractual uptime guarantee.
How to get help
Email support@dinebase.se from the address associated with your account, and include the restaurant name and, where relevant, the booking reference. Suspected security issues go to legal@dinebase.se.
Response targets
| Severity | Example | Target first response |
|---|---|---|
| Critical | Bookings cannot be created or the application is unavailable | Prioritised ahead of all other requests, as quickly as we can |
| High | A core feature is broken for one restaurant; confirmations are not being delivered | Within 1 business day |
| Normal | A question, a configuration problem, a cosmetic bug | Within 2 business days |
| Low | Feature requests and general feedback | Best effort |
Business hours are 09:00–17:00 CET/CEST, Monday to Friday, excluding Swedish public holidays. Response targets are the time to a first human reply, not to a resolution.
Maintenance
Routine updates are deployed without downtime where possible. Maintenance that requires downtime is scheduled outside typical service hours and announced in the application at least 48 hours in advance, except for urgent security fixes.
Incidents
During a major incident we post updates in the application and email workspace owners. After a critical incident we provide a short written summary of what happened and what we changed, on request.
Personal data breaches are handled under section 8 of the Data Processing Agreement.
What support covers
- Using and configuring the product, and diagnosing faults in it.
- Account, access and billing questions.
- Help exporting your data.
Support does not cover your own hardware, network or point-of-sale systems, staff training beyond onboarding guidance, or custom development.
Dinebase AB · Org. no. 559601-9116 · Gröndalsvägen 20, 117 66 Stockholm, Sweden
- Legal, privacy and security
- legal@dinebase.se
- Support and billing
- support@dinebase.se
These are information pages. Acceptance of the terms happens through account creation and use in the application, not on this website.