Support Policy

This Support Policy forms part of the Customer Subscription Agreement and describes remote assistance for the subscribed service. Support includes guidance on documented features, account and access issues, troubleshooting reproducible errors, and coordination of confirmed service incidents. Plan-specific onboarding, data migration, training, integrations, and professional services apply only when stated in an Order Record.

Support is provided for the subscription term. Trial users receive reasonable assistance with access and evaluation questions but do not receive a guaranteed response or resolution time.

The Agreement's Protection against reverse engineering and competitive use provisions, repeated in section 4 of the Acceptable Use Policy, are incorporated into this Support Policy and apply to support access, demonstrations, documentation, diagnostic materials, and other Service Materials supplied through support. Support does not grant any right to develop, inform, train, or improve a competing or substantially similar product or service.

The initial support channel is support@associationops360.com. In-product support, telephone, chat, help-center, status-page, or emergency channels apply only after AssociationOps360 publishes and enables them. A channel’s appearance in product materials does not make it active before verification.

Standard support is handled during published U.S. Eastern business hours, excluding company holidays. Messages may be submitted at any time, but no 24-hour staffing, response time, or service-level commitment applies unless an Enterprise Order Record expressly states it.

Priority 0 — Critical: the production service is broadly unavailable, confirmed customer isolation is failing, or a confirmed security incident creates an immediate material risk with no workaround.

Priority 1 — Major: a core production workflow is unavailable or materially impaired for multiple authorized users and no reasonable workaround exists.

Priority 2 — Standard: a feature is impaired, inaccurate, or intermittently unavailable, but operations can continue through a workaround or unaffected workflow.

Priority 3 — General: how-to questions, configuration assistance, cosmetic defects, documentation issues, and enhancement requests that do not materially prevent current operations.

AssociationOps360 will triage cases according to impact, scope, security risk, reproducibility, and available workarounds. Initial response and update targets, if any, are those stated in the applicable Order Record or a then-current published support schedule. A response target measures acknowledgment and triage, not guaranteed resolution.

AssociationOps360 will use commercially reasonable efforts to investigate and restore affected functions. Resolution may include a correction, configuration change, data repair, workaround, rollback, third-party coordination, or inclusion in a planned release. Resolution timing depends on severity, reproducibility, customer cooperation, dependencies, and safe testing.

Each customer must designate at least one Manager or Admin as a support contact. Any authorized user may report an issue, but AssociationOps360 may require Manager or Admin authorization before changing configuration, users, property scope, exports, billing, or other controlled settings.

Customers must provide accurate contact and account details, the affected organization and property, user role, time and steps, expected and actual behavior, screenshots or files when safe, and any available error details. Customers must reasonably cooperate with diagnostics, reproduce the issue when possible, test a proposed correction, and preserve relevant evidence.

Suspected unauthorized access, cross-property exposure, credential compromise, destructive activity, or loss of customer data should be identified clearly as a security report and sent promptly to support@associationops360.com. Do not send passwords, full payment-card data, or unrelated personal information.

Security incidents are handled under the Customer Subscription Agreement and Data Processing Addendum. Support priority does not determine legal notification duties or change incident-response obligations.

AssociationOps360 may perform planned maintenance, emergency maintenance, releases, and security updates. When practical, planned work that is expected to materially affect availability will be scheduled during lower-use periods and communicated through an available customer channel. Emergency work may occur without advance notice when delay would increase risk.

Beta, pilot, preview, evaluation, or not-yet-certified features may be changed, suspended, or discontinued and are not covered by production support commitments unless an Order Record expressly says otherwise.

Support does not include problems caused by unauthorized use, unsupported devices or integrations, customer systems, internet or carrier failures, third-party services outside AssociationOps360’s control, customer configuration or data errors, shared credentials, failure to install supported updates, violation of the Agreement or Acceptable Use Policy, or modifications not made or approved by AssociationOps360.

AssociationOps360 may limit abusive, fraudulent, repetitive, or unrelated support use. Professional consulting, custom reporting, bulk data correction, customer training, third-party administration, custom integrations, and onsite services require a separate Order Record unless included in the subscribed plan.

A customer may request escalation when impact materially increases, a security risk emerges, a workaround fails, or progress does not match the stated priority. AssociationOps360 may adjust priority as facts change and will explain material changes when practical.

A case may be closed after a verified correction or workaround, when the issue cannot be reproduced after reasonable investigation, when requested customer information is not provided, when the matter is an enhancement request, or when the issue is outside support scope. A recurrence may be opened as a new case with reference to prior evidence.

AssociationOps360 may update this Policy for operational, service, or legal changes. Paid support commitments will not be materially reduced during the current term unless the Agreement permits it or the customer agrees. In a conflict, the Order Record controls first, followed by the Agreement and this Policy.