Support Policy

This Support Policy describes SafeLogs' general approach to customer support. It does not create service level guarantees and is incorporated by reference into the Terms of Service.

1. SUPPORT CHANNELS

SafeLogs provides support through:

• Email: support@safelogs.in
• In-app support (where available)

2. SUPPORT HOURS

Standard support hours are:

• Monday–Friday
• 8:00 a.m. – 5:00 p.m. Central Time
• Excluding U.S. holidays

3. RESPONSE TARGETS

SafeLogs aims to respond within the following timeframes:

• Critical issues (service unavailable): 1 business day
• General support inquiries: 1–2 business days

Response times are targets, not guarantees.

4. OUT-OF-SCOPE SUPPORT

Support does not include:

• On-site assistance
• Regulatory interpretation
• Training services (unless separately contracted)
• Customer network or hardware troubleshooting beyond SafeLogs-supported devices

5. MAINTENANCE AND UPDATES

SafeLogs may perform maintenance that temporarily affects availability. Reasonable efforts will be made to schedule maintenance during off-peak hours.

6. NO SLA

SafeLogs does not guarantee uptime, response times, or resolution times unless expressly agreed in a written Service Level Agreement.

7. CHANGES

SafeLogs may update this Support Policy from time to time. Continued use of the Services constitutes acceptance.