Support Policy
SafeLogs' general approach to customer support and service
Version 2.0 · Last Updated: 5/11/2026
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. federal holidays
Enterprise customers with a separate Service Level Agreement may have extended support hours as defined in their SLA.
3. Response Targets
SafeLogs aims to respond within the following timeframes:
| Priority | Description | Target Response |
|---|---|---|
| Critical | Service unavailable; active food safety risk with no alternative monitoring | 4 business hours |
| High | Significant service degradation; sensor/gateway offline at multiple locations | 1 business day |
| Standard | General support inquiries; feature questions; account changes | 1–2 business days |
Response times are targets, not guarantees, unless expressly agreed in a written Service Level Agreement.
4. Escalation Path
If a support issue is not resolved within the target timeframes above, or if the issue is urgent and requires immediate attention:
- Step 1: Reply to your existing support thread at support@safelogs.in referencing your original request and indicating the urgency.
- Step 2: If no response within the applicable target, email support@safelogs.in with the subject line "ESCALATION: [Brief Description]."
- Step 3: For critical issues involving an active food safety compliance risk, call the number provided in your onboarding materials for direct support.
SafeLogs will acknowledge all escalation requests within four (4) business hours.
5. Out-of-Scope Support
Support does not include:
- On-site assistance
- Regulatory interpretation or legal advice
- Training services (unless separately contracted)
- Customer network or hardware troubleshooting beyond SafeLogs-supported devices
- Integration with third-party systems not officially supported by SafeLogs
6. Maintenance and Updates
SafeLogs may perform maintenance that temporarily affects availability. Reasonable efforts will be made to schedule maintenance during off-peak hours. Where practicable, SafeLogs will provide at least twenty-four (24) hours' advance notice for planned maintenance expected to cause service interruption.
Emergency maintenance required to address security vulnerabilities or critical system failures may be performed without advance notice.
7. Customer Responsibilities
To receive effective support, customers should:
- Provide a clear description of the issue, including any error messages or screenshots
- Identify the affected location(s) and device(s)
- Ensure at least one account administrator is designated as the primary support contact
- Keep their contact information current in the SafeLogs dashboard
8. No SLA
SafeLogs does not guarantee uptime, response times, or resolution times unless expressly agreed in a written Service Level Agreement. Enterprise customers interested in SLA coverage should contact info@safelogs.in.
9. Changes
SafeLogs may update this Support Policy from time to time. Material changes will be posted at safelogs.in/support-policy with at least thirty (30) days' advance notice. Continued use of the Services after the effective date of any change constitutes acceptance.
10. Contact
Jet Innovative Media LLC d/b/a SafeLogs
Email: support@safelogs.in
Website: safelogs.in/support