Scope of support services

• 14/11/2025
• 8 minutes to read

This article provides information about the support services offered by Continia. It helps you understand when it's appropriate to seek assistance from Continia, which Continia Banking versions are covered , and what falls outside support functionality.

What Continia supports

For full supports and stability, always upgrade to the latest version. Continia provides ongoing support for all Continia Banking releases for at least 18 months after each release date. Currently, the following versions of Continia Banking are supported:

Upgrading to a supported Continia Banking version is strongly recommended when end users with an unsupported version either: encounter issues that haven't been corrected in a service pack for the old version; or will clearly benefit from the enhanced functionality of the newer version.

For all supported versions of Continia Banking, service packs are released on an ongoing basis to ensure that any errors are corrected. It's highly recommended that you as a partner implement these service packs regularly. Upgrade the app as described in Upgrading Continia Banking for app versions of Business Central.

With each service pack, end users of Continia Banking get easy and quick access to all corrections and improvements in one go, thereby significantly increasing the stability of their systems.

When a customer identifies an issue in a supported version of Continia Banking and it's likely the problem is caused by Continia Banking code, Continia offers help, debugging assistance, and determination of whether the issue was caused by a bug in Continia Banking. If this is considered unlikely, you as a partner must document that the issue was indeed caused by Continia Banking and not by standard Business Central functionality or by the presence of any other add-ons, extensions, or customizations.

When a Continia Banking bug causes an issue, Continia makes sure that the issue is corrected as fast as possible – provided that it's a critical issue (one that blocks essential business processes and has no known workarounds). If the issue is non-critical, it's corrected in an upcoming service pack instead.

For supported versions of Continia Banking, Continia provides support covering the following components and scenarios:

• Help and debugging assistance when errors occur in the Continia Banking code

• Help and advice concerning functionality that doesn't work as intended

• Errors in add-ins

• Incorrect recognition of text in PDF and XML files

• Performance issues related to Continia Banking functionality

• Support for the on-premises Continia Web Approval Portal

For unsupported versions of Continia Banking, Continia provides support covering the following components and scenarios:

• Questions about Continia Banking functionality - all questions about the functionality of any version of Continia Banking are answered to the extent that the Continia staff is capable of answering them without in-depth research. If the staff doesn't know the immediate answer to a question relating to an unsupported version of Continia Banking, the staff will instead explain how the corresponding functionality works in a supported version.

  Note

  Continia doesn't spend time investigating the operability of old, unsupported versions of Continia Banking.

• Questions about Continia Banking errors - all questions about specific Continia Banking errors are answered to the extent that the Continia staff is capable of answering them without in-depth research. If the staff doesn't know the immediate answer to a question relating to an unsupported version of Continia Banking, the staff will instead explain how to deal with the error in a supported version.

  Note

  Continia doesn't spend time investigating why the error occurs in old, unsupported versions of Continia Banking.

• Questions and issues related to:

  • Activation
  • Communication with Continia Online, including export of users, download of emails, and activation of missing email domains in Continia online

• Questions about any of the following:

  • Demo licenses and the issuing of new demo licenses
  • The licensing of Continia Banking and the Continia Web Approval Portal
  • Client credentials
  • How to upgrade Continia Banking
  • What to do and consider when renaming companies
  • Add-in errors
  • The Continia Banking Service, including upgrading

• The online Continia Web Approval Portal, including:

  • Login issues
  • Reset of passwords
  • Permission errors
  • Problems performing specific actions, such as errors in connection with invoice approval
  • Performance issues

What Continia doesn't support

Continia doesn't support issues relating to Business Central code for unsupported versions of Continia Banking. This means that for these versions, Continia does not help debug any issues in Business Central or develop hotfixes for errors in the code. If an error is identified in an unsupported version of Continia Banking, customers must either upgrade to a supported version or correct the issue themselves. If the error is still present in a supported version of Continia Banking, it's only corrected in the supported version.

For all versions of Business Central and Continia Banking

Continia doesn't provide support for:

• Standard Continia Banking Business Central errors
• Issues likely to be caused by infrastructure, including network configuration, firewalls, and proxy servers
• Estimation of time required to implement or upgrade Continia Banking
• Help and assistance in customizing Continia Banking – just as for standard Continia Banking Business Central, partners are expected to know the solution and/or have the skills to investigate how it works when customizations are to be made
• Customization of the Continia Web Approval Portal

For unsupported versions of Continia Banking

In addition to the above, Continia doesn't support any of the following:

• Errors in the Continia Banking Business Central code, including debugging assistance

• Performance issues

• Issues with functionality that doesn't work as expected

• Incorrect recognition of text in PDF and XML files

• Issues with the on-premises Continia Web Approval Portal

Related information

Resources for help and support
Software lifecycle policy and Continia Banking on premises