Support Policy
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. 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.