NewEdge360 trust centre
Service and Support Policy
How NewEdge360 handles onboarding, support, maintenance, service incidents and customer responsibilities.
Last updated 15 October 2026
Guided onboarding
Required setup steps are shown after purchase so identity, organisation, branches, domains, users and application configuration can be completed in the right order. A service is ready for production use only when its required setup is complete.
Support scope
Support covers reasonable help with access, supported configuration, documented product behaviour and reproducible service faults. Consulting, data cleansing, custom development, third-party administration and user training may require a separate scope.
Submitting a useful request
Provide the affected service, organisation, impact, time observed, expected result, actual result and a safe reference or screenshot. Never send passwords, one-time codes, private keys or unnecessary personal information.
Prioritisation
Requests are prioritised using service impact, the number of affected users, security risk and whether a reasonable workaround exists. A reported priority may be adjusted after technical assessment.
Maintenance and change
Maintenance, security work and product improvements may change service behaviour or temporarily affect availability. Material planned work is communicated through an appropriate service or account channel where practical.
Incidents and status
The public status page communicates material platform conditions. Incident work focuses first on safe restoration, then on investigation, corrective action and any customer communication appropriate to the impact.
Customer-controlled dependencies
Customers are responsible for supported devices, connectivity, user administration, lawful data, domain authority, third-party accounts and timely completion of configuration or verification steps they control.
Backups and records
Platform backup and recovery controls support service resilience; they are not a substitute for every customer retention, legal-hold or export obligation. Customers must retain any independent records required by their policies or law.
Questions or procurement review
If anything is unclear, contact NewEdge360 before purchasing or continuing to use the service. We can identify the documents and service schedule that apply to your intended order.