Last updated: August 2026
1. Support Channels
Support for client projects and Softoleo products is handled by email at [email protected]. This is a real inbox read by the team, not a ticketing black box.
2. Response Times
We reply within 1 business day for general inquiries and support requests.
For active client engagements, response times are set in the project agreement — typically faster.
We work async across time zones, so replies may land outside your local business hours.
3. Scope of Support
Support covers bugs, account issues, and questions about how to use a Softoleo product or an active engagement. Feature requests are welcome and considered for future updates, but aren't guaranteed.
4. What's Not Covered
Custom development work outside an agreed scope (this is quoted separately).
Issues caused by third-party integrations or services outside our control.
Support for unsupported or heavily modified versions of a product.
5. Escalation
If something is urgent or business-critical, say so in your message. We prioritize based on impact, not just order received.
6. Contact
[email protected] — for anything support-related.