Terms & Conditions: Priority Support

Last Updated: 26^th May 2026

Customers with an active MIDAS subscription have access to our "Priority Support" service as part of their ongoing subscription.

The following Terms & Conditions apply to the "Priority Support" component of a MIDAS subscription:

• Our Priority Support service is intended to give customers fast, individually tailored, human composed answers to their MIDAS-related questions and issues. Priority Support responses are available regardless of the day of the week, including weekends and public holidays.
• Priority Support is available via email, and may at our discretion also be available via the Live Chat function on our website. We are unable to provide Priority Support via telephone.
• Priority Support is available in English only.
• Our most recent Priority Support response times are published on our Service Status page.
• Whilst we endeavor to answer all Priority Support emails as swiftly as practically possible, Priority Support requests are responded to in the order they are received, and we are therefore unable to make guarantees of a response within a certain time frame.
• Priority Support is a benefit of an active MIDAS subscription. Customers without an active subscription continue to receive support, but on a standard (non-priority) basis: rather than a fast response on any day of the year, it may be several days before a response is received.
• Priority Support covers the MIDAS software as supplied by us. Where we have created bespoke customizations for a customer's MIDAS system, support for those customizations is included for as long as the customer maintains an active subscription, but is no longer provided once a subscription elapses. Priority Support does not extend to any changes a customer makes to their own system (such as language or themes), or to any third party integrations built using our API.
• Our Priority Support Service does not entitle a customer's organization to general IT support for their IT infrastructure and/or third party software - it is not intended as a replacement for their organization's own IT department/IT support arrangements.
• We are unable to provide operational support for self-hosted customer's own/rented web servers, database servers, email servers, third party software, or IT infrastructure and systems in general.
• By purchasing or renewing a MIDAS subscription, you fully accept these Terms & Conditions.