# Support Policy

Source: https://webnativeapp.com/support-policy

Description: WebNativeApp Support Policy: how to reach support, response time targets, and what is covered by each plan.

This Support Policy describes how we provide support for the WebNativeApp platform, onboarding pipeline, and generated app projects.

## 1. Support channels

Support is available by email at [support@webnativeapp.com](mailto:support@webnativeapp.com). Paid plans may include priority channels described at checkout.

## 2. What is covered

We support questions about the onboarding flow, platform pack purchases, build failures caused by our pipeline, native plugin configuration, and account or billing issues.

## 3. What is not covered

Support does not include debugging your website's own code, general web development consulting, or app store review decisions made by Apple or Google. We can help you understand a reviewer's feedback where it relates to the generated app shell.

## 4. Response time targets

We aim to respond to standard support requests within two business days. Build-blocking issues are prioritized and typically receive a first response within one business day.

## 5. Severity levels

Critical issues (the build pipeline is down for all users) are treated as highest priority. Account-specific build failures are treated as high priority. General questions are treated as normal priority.

## 6. Changes

We may update this policy as the product and team evolve. The current version always applies.

Last updated: July 2, 2026.