What we update, when, and who decides; what support includes and how we answer. The commitments behind the Team and Business plans of CUZY Hosting, in plain words.
| What | When | Who decides |
|---|---|---|
| A security fix in HumHub, in a module or in the platform | within 48 hours of its release; at once when the flaw is being exploited | CUZY |
| A HumHub patch release (for example 1.19.1 to 1.19.2) | 1 to 2 weeks after its release, on our canary server first, a backup taken before, at night in your region | CUZY; you may ask for it earlier from your customer account |
| A HumHub minor release (for example 1.19 to 1.20) | never the .0; from the .1 on, offered in your customer account and rolled out to everyone within 8 weeks, announced 14 days ahead | you, or our schedule; Business may defer once, for up to 3 months |
| Marketplace modules on Team and Business | daily, automatically: free modules always, paid ones when their license is valid | CUZY |
| Anything on a trial | no update at all, except a fleet-wide security fix; a trial moves to the current version when it converts | CUZY |
| Platform components (web server, database, operating system) | security releases within a week, others monthly; announced when your community has to restart | CUZY |
Supported versions: the current HumHub minor release and the previous one. A community is never left on an older line: it is upgraded within the window above.
How an upgrade runs: a backup first, a maintenance page for a few minutes, the new version, a check that the community answers; if the check fails, the backup is restored and we tell you. We stop a rollout as soon as a community on our canary server shows more errors than usual, and only resume once we understand why.
Maintenance window: Tuesday 05:00 to 07:00 in your region's own time zone, used only when something must restart communities. Announced 72 hours ahead, 14 days ahead when it lasts more than 15 minutes. A security fix may run outside the window when waiting is the greater risk; it is announced as soon as it is done. Notices go to the account email and to the activity log of your customer account.
| Team | Business | |
|---|---|---|
| Channel | written messages only: tickets from your customer account, in English or French; no calls | tickets, plus a direct WhatsApp number for messages and calls |
| Hours | Monday to Friday, 09:00 to 18:00 London time, Irish public holidays excluded | the same, and we try to answer a critical ticket outside them |
| Answers | by the people who write the code | the same, and Business tickets are answered first |
| Your community is down | critical on every plan: work starts as soon as it is seen and the status page carries it | the same |
What support covers: the platform (your plan, the instance, backups, domains, updates), and the CUZY modules. HumHub itself is supported as the software we operate: we fix what we can and relay to HumHub GmbH what we cannot. Configuration files: on Business, we set HumHub options that only the configuration files hold (HumHub's configuration options and the others of its configuration), on request, except those our platform needs to keep (database, cache, email sending); Team communities keep the configuration of our platform.
Not included: training, configuration of your community on your behalf, custom development, help with third-party modules beyond installing and updating them; these are offered as services, quoted in writing.
Not offered at present: round-the-clock on-call, a telephone support line (calls are by WhatsApp, on Business only), a guaranteed response time. Service credits for Business follow as a contract addendum once six months of availability data exist (availability targets).
A change that reduces an update window, a support hour or a response time for existing subscribers is announced at least 30 days ahead, and you may terminate before it applies with the unused period refunded (terms of service, section 9). Other changes take effect when published, with the new version number.
