Scheduled Routes Standard Support Terms

Effective date: 1 December 2025

These Support Terms describe how we provide customer support for Scheduled Routes.
They apply to all active paying customers unless stated otherwise.

1. Support Channels

You can contact our support team through:

(We may add or change channels from time to time)


2. Support Hours

Standard support hours:

  • Monday to Friday, 9:00 AM to 5:00 PM Pacific Time, excluding company holidays

After hours support is available only for critical issues where the system is not usable.

 

3. Issue Priority and Target Times

When you contact support, we will assign a priority level based on impact and urgency.

Critical (P1)
System down and not usable

  • Target initial response: within 1 hour
  • Target resolution or workaround: within 4 to 8 hours

High (P2)
Major feature or many users affected, partial loss of service

  • Target initial response: within 4 hours
  • Target resolution or workaround: within 1 to 2 business days

Medium (P3)
Limited impact, for example one or two users cannot log in

  • Target initial response: within 1 business day
  • Target resolution or workaround: within 3 to 5 business days

Low (P4)
Minor issues, questions, or requests

  • Target initial response: within 2 business days
  • Target resolution: within 5 to 7 business days, or longer depending on the request

All times are targets, not guarantees. Actual resolution time can vary based on complexity, dependencies, and how quickly we receive information from you.

 

4. Communication Standards

Our support team will:

  • Be polite, professional, and respectful
  • Explain findings, next steps, and options in clear language
  • Document requests and actions in our support system
  • Provide updates when an issue requires extended time to resolve

 

5. Your Responsibilities

To help us resolve issues efficiently, you agree to:

  • Use the official support channels listed above
  • Provide accurate and complete information, including screenshots, logs, and steps to reproduce where possible
  • Respond promptly to our follow up questions and testing requests
  • Ensure your users are trained on basic product use before opening tickets for how to questions

If we are unable to reproduce an issue or receive the information we request, this may delay or prevent resolution.

 

6. Exclusions and Limitations

These Support Terms do not apply to:

  • Issues caused by third party software, services, or networks outside our control
  • Problems caused by your hardware, operating environment, or internet connectivity
  • Use of the service in a way that is not documented or is not authorized in our agreement or product documentation
  • Changes you or third parties make to your environment or integrations without following our guidance
  • Outages or issues caused by force majeure events such as natural disasters or large-scale internet failures

We may offer assistance for excluded issues at our discretion or under a separate professional services agreement.

 

7. Changes to Support Terms

We may update these Support Terms from time to time. When we make material changes, we will post the updated version on this page and update the effective date. If you continue to use the service after the change takes effect, you agree to the updated Support Terms.