Support Policy

Contact

Support requests should be sent to rob@safeworks.online from an authorized customer contact. Do not include passwords, private evidence, or unnecessary personal information in email.

Billing and account support

Billing questions, duplicate charges, billing errors, and failed-payment concerns should be sent to rob@safeworks.online from an authorized customer contact.

• For failed payments, use Manage billing to review or update the payment method, then contact support if the issue continues.
• Stripe creates an invoice for the initial subscription cycle and for each renewal cycle.
• Customers using a promotion code should still receive or have access to a $0.00 invoice when the invoice total is zero.
• Receipts are separate from invoices and apply only when funds are collected.
• Invoices remain downloadable through Manage billing in the SafeWorks Billing Portal.
• Cancellation is completed through the Billing Portal, takes effect at the end of the current billing period, and preserves access until that date.
• Customers should export records they wish to retain before access ends.

Priority levels

Critical and high issues are triaged before routine requests. Any contracted response commitments, support hours, and escalation contacts are set out in the applicable customer order or support schedule.

• Critical: widespread access, workspace separation, security, or data-integrity failure.
• High: a core workflow is unavailable with no reasonable workaround.
• Normal: limited workflow defects, configuration help, and general questions.

Customer responsibilities

Customers should identify the affected workspace and workflow, provide the time of the issue, preserve relevant non-sensitive error details, and maintain current administrator contacts.

Security incidents

Potential access to another customer workspace, unauthorized disclosure, account compromise, or material data-integrity issues should be marked as a security incident. SafeWorks will preserve evidence, limit access, coordinate containment, and communicate verified facts.

Service updates

Planned maintenance and material service incidents will be communicated through an appropriate authenticated or direct customer channel.