Support Policy

TRAILFLOW support.
Clear scope. Practical expectations.

This Support Policy describes the support channels, support scope, response targets, and limitations applicable to TRAILFLOW, including the Recording Agent and Trail Verifier modules.

This policy applies to standard product support. Separate maintenance or support agreements may define different service levels, coverage, and response commitments.

Support channel

How to contact support

Support requests should be submitted by email. Requests are tracked and handled according to the scope and service levels described on this page.

Primary contact

Email: support@trailflow.eu

Support requests should include enough practical detail to allow initial assessment, such as product module, version, operating environment, issue description, and any relevant screenshots or logs.

Request handling

TRAILFLOW will acknowledge incoming requests and track them through email-based support handling or an equivalent internal process.

Support is provided in English unless otherwise agreed separately.

Support scope

What standard support covers

Standard support is intended to help customers install, activate, and operate the product within its documented scope.

Included

  • Installation issues related to Recording Agent or Trail Verifier
  • Licensing, activation, and renewal issues
  • Basic troubleshooting for product operation
  • Clarification of documented product behavior
  • Reasonable guidance for standard product setup and use

Not included in standard support

  • Deep investigation requiring substantial analysis, custom diagnostic work, or extended engineering involvement
  • Customer-specific workflow design, implementation, or consulting services
  • Custom integrations with third-party tools, systems, or environments
  • On-site services or remote assistance sessions unless separately agreed
  • Formal maintenance obligations beyond the support terms described on this page
Important: support requests that go beyond standard product support may be handled only under a separate contractual arrangement for maintenance, support, or professional services.

Service levels

Default support and contracted support

TRAILFLOW offers a default support model for standard customers. More specific service levels may be agreed under separate maintenance or support contracts.

Default support

Best effort

Standard support is provided on a best-effort basis.

  • Response target: up to 5 business days
  • Resolution time: no guaranteed resolution timeline
  • Priority model: handled according to practical business impact and available capacity
  • Coverage: installation, licensing, activation, and basic troubleshooting within normal product scope
Contracted support

Separate agreement

Customers with a separate maintenance or support agreement may receive defined service levels based on contract terms.

  • Response target: as defined in the applicable contract
  • Priority handling: may be provided under contract
  • Remote assistance: may be provided where explicitly included
  • Coverage: may extend beyond standard support scope where contractually defined

Availability and limitations

Operating basis for support

Support is provided within business-day operating conditions and remains subject to practical limits of scope, information quality, and environment complexity.

Availability

  • Business days: Monday to Friday, excluding public holidays
  • Reference timezone: Central European Time / Central European Summer Time
  • Requests received outside business days are treated as received on the next business day

Limitations

  • No guarantee of uninterrupted support availability
  • No guarantee that every issue can be resolved in the customer’s preferred timeframe
  • No obligation to support unsupported operating environments or materially modified product versions
  • No responsibility for third-party products, services, or infrastructure outside the TRAILFLOW product scope

Customer responsibilities

What is needed for effective support

Support quality and speed depend in part on the information made available with the request.

Customers should provide accurate and sufficiently detailed information when opening a support request, including the relevant product module, version, issue description, and observable symptoms.

Where reasonably requested, customers should also provide supporting material such as screenshots, logs, installation context, or reproduction steps.

TRAILFLOW may be unable to diagnose or address issues effectively where the information provided is incomplete, inconsistent, or materially delayed.

Support requests should be sent to support@trailflow.eu

For customers requiring defined service levels, broader support coverage, or maintenance commitments, support arrangements may be established through a separate contract.

Contact TRAILFLOW