Support and service terms
Version 2026-10-05, in effect from 5 October 2026.
These terms are part of the Terms of Service. They say how to reach Werk24, how quickly we answer, and what support covers. A signed contract may agree more.
How to reach us
| For | Write to |
|---|---|
| Questions, a read that went wrong, your account or billing | support@werk24.io |
| Data protection and deletion requests | privacy@werk24.io |
| A security vulnerability | security@werk24.io |
| Whether Werk24 is up | werk24.statuspage.io |
When you write about a read, include its request id where you have it. That lets us find the read without you sending the drawing again.
How quickly we answer
| Plan | First answer from a person |
|---|---|
| Production | Within two business days |
| A signed contract | As the contract says |
| Pay as You Go and Werk24 Studio | As soon as we can, without a stated time |
A business day is Monday to Friday, except public holidays in Bavaria. The time counts from when your e-mail reaches us. An answer is a reply from a person who has read your message: it may say what we found, what we need from you, or how long a fix will take. It is not a promise that the problem is solved within that time.
What support covers
- how to use Werk24, and what the documentation says;
- reads that came out wrong or failed: we look at them and tell you what we find, and where the reader has a gap we may close it in a later release;
- your account, your plan and your invoices (Paddle issues the invoices and handles refunds for paid plans);
- incidents.
Building or debugging your integration, custom fields or rules, training and consulting are not covered unless agreed separately.
Availability and incidents
- Werk24 runs around the clock. The online plans come without a guaranteed availability level (Terms of Service, 9.1).
- We announce planned maintenance that interrupts the service on the status page in advance where we can, and post updates there during an incident.
- A personal data breach is reported as the data processing agreement says.
Limits
The documentation sets the limits on files (formats, size, pages and paper size) and on how many requests run at once. Requests beyond that number wait in a queue.
Changes
These terms change the way section 12 of the Terms of Service describes. We do not lengthen the response time of a plan you pay for during its term.
W24 Service GmbH, Therese-Studer-Straße 14, 80797 München, Germany. Questions:support@werk24.io, or privacy@werk24.io on data protection.