Support Policy

Support channels, scope, exclusions, cooperation, support access, and security escalation.

Last updated: May 9, 2026

Support Channels and Scope

Support may be provided through approved email, help desk, phone, messaging, account, or implementation channels based on the subscription plan or written agreement.

Support may include login, permission, tenant, configuration, defect triage, import, export, report, workflow, module, integration, production incident, and product functionality questions.

Exclusions

Support does not include legal, tax, accounting, payroll, education, HR, or financial advice.
Custom development, migration, data cleansing, training, implementation services, and unsupported third-party troubleshooting require a separate agreement unless included in the subscription.
Data restoration caused by customer action, configuration, imports, integrations, or unauthorized internal activity is limited to what is agreed and technically available.

Customer Cooperation

Customers should provide tenant name, environment, affected users, timestamps, business impact, reproduction steps, screenshots, logs, sample record IDs, and recent configuration or integration changes while avoiding unnecessary sensitive data in support channels.

Support Access and Security Reports

Provider personnel may access Customer Data only as needed for support, security, maintenance, migration, or professional services, subject to the agreement, confidentiality obligations, and access controls.

Security vulnerabilities, suspected unauthorized access, abuse, phishing, malware, or data incidents should be reported promptly to the security or abuse contact.