Service & support
We are reachable when it matters.
A platform is only as good as the people behind it. Tubach supports you with clear channels, fixed business hours and a team that understands your questions.
How to reach us
Channels
- Phone (during business hours)
- Ticket system inside the admin (central inbox, every request gets a number and a status)
- Email to our support address
Business hours
Monday to Friday, 9:00 to 17:00 (Central European Time). Our office is closed on public holidays.
Escalation for critical incidents
For contractually agreed emergencies there is an escalation path outside regular business hours. The exact conditions and availability windows are defined in your individual service contract.
How we work
Who is there for you
Service is delivered by our in-house team. For deeper questions we bring in the solutions team, the same people who build the platform. You do not talk to ticket bots, you talk to humans who know the system.
Maintenance windows
We announce planned maintenance in advance, both in the admin and by email. Where possible we schedule it at off-peak times so your day-to-day operations are not disrupted.
Maintenance communication
You learn what is happening, how long it takes and what you need to do. No silent downtimes, no hidden patch notes.
What service covers
- Bug fixes on the platform
- Configuration help (settings, workflows, interface setup)
- Training questions about usage and best practices
- Interface topics (DHL, Stripe, Mirakl, Amazon, your own API)
What service does not cover
The following are standalone services that we are happy to offer separately through Tubach Solutions:
- Shop content maintenance (product copy, images, categories)
- Marketing advice, SEA, SEO, performance strategy
- Custom development beyond platform configuration
Binding service levels
Concrete response times, availability guarantees and escalation conditions are agreed in your individual service contract. We deliberately do not publish them, because meaningful commitments depend on your setup, your module mix and your industry, not on marketing copy.
Platform status
A public status page with live availability for every module is in the works. Until it goes online, we actively inform you about incidents via email and inside the admin.
status.tubach.io (once available)
Need guidance for your setup?
Tell us briefly what your case is. We will get back to you within one business day and look at whether service, solutions or a combination is the right fit.
Get in touch