Policy

Support Policy

Version

support-policy-2026-06-30-v1

Effective

2026-06-30

Status

draft_pending_counsel_review

Owner

Product Operator

Support channel, response expectations, complaint handling, refunds, and dispute routing.

Draft pending operations review. Support SLAs and owner routing must be visible in protected operator queues.

Support records must retain safe evidence links and avoid card, bank, secret, signed URL, and raw provider payload data.

Escalations can affect license delivery, refunds, chargebacks, seller enforcement, and payout readiness.