Standard support includes
- Clarification of the included installation instructions
- Guidance for documented Ordio settings and features
- Investigation of reproducible product errors
- Guidance when Ordio does not operate as documented
- Review of relevant Ordio error messages
Outside standard support
- Full server or account administration
- Hosting or domain migration
- Custom features, integrations or design work
- Third-party configuration outside the documented Ordio fields and endpoints
- Unsupported hosting environments
- Recovery from source-code modifications
- Managing payment, messaging or cloud-provider accounts
- Ongoing operation of the business
For customisation or server management, contact the hosting provider or a developer.
Installation guidance
If an unexpected issue remains after following the guide on a supported environment, support can help identify the next step. Support does not include full installation, server administration or management of third-party accounts.
Support request template
Include the following details so the issue can be reproduced:
Product version:
Installation step or feature affected:
Operating system and hosting environment:
Node.js version:
Steps completed:
Expected result:
Actual result:
Exact error message:
Screenshot:
Source-code changes, if any:Include the purchase code or order reference through the official support channel. Do not send passwords, private keys, service-account files or payment secrets in the first message.
If temporary access is genuinely required, use the provider's invitation or limited-user feature. Remove the access after the issue is resolved and rotate any credential that was intentionally shared.