Support and Service Boundaries Policy

1. Contact details

2. Support scope

We provide reasonable support for the normal operation of MaturIQ.

Support may include:

• access issues
• login and account issues
• password reset issues
• billing-related queries
• tenant administration questions
• bug reports
• issues affecting normal use of core product features
• clarification on how product features work

3. What support does not include

Unless we expressly agree otherwise in writing, support does not include:

• bespoke consultancy
• custom development
• data entry or administrative work on your behalf
• business, legal, audit, regulatory, or compliance advice
• training services beyond normal product guidance
• support for third-party systems not controlled by us
• support for issues caused by customer-side configuration, browser settings, device issues, or network environment
• guaranteed recovery of deleted or overwritten customer data
• formal service level agreements or guaranteed response times

4. Support hours

Support is provided on a reasonable business-effort basis during normal business days.

Unless we state otherwise in writing, we do not provide:

• 24/7 support
• guaranteed weekend support
• guaranteed public holiday support
• dedicated named support staff

5. Response expectations

We aim to review support requests within a reasonable period.

Response times may vary depending on:

• severity
• business impact
• the quality of the information provided
• current support volume
• whether the issue can be reproduced

A response does not mean the issue is resolved. Some issues may require investigation, monitoring, third-party involvement, or a product change.

6. Priority and severity

We may prioritise support requests based on impact and urgency.

7. Customer responsibilities

To help us provide support effectively, you are responsible for:

• providing accurate contact and account details
• providing enough information for us to investigate, including screenshots, timestamps, affected pages, user role, and steps to reproduce where possible
• managing your own users, permissions, and internal processes
• keeping your own systems, browsers, and devices reasonably up to date
• maintaining your own internal records and exports where needed
• reviewing outputs and using the service appropriately for your business context

8. Tenant administration boundaries

MaturIQ is designed so customer organisations manage their own workspace administration.

Unless we expressly agree otherwise in writing, we are not responsible for:

• deciding who should have access to your tenant
• assigning internal roles on your behalf
• approving your users or business units
• validating the correctness of customer-entered data
• operating your internal governance or review processes

9. Billing support boundaries

We can help with general billing questions and account status queries.

However, because paid transactions are processed through Paddle as merchant of record, some billing and payment processes may depend on Paddle's systems and procedures.

Support for billing does not include:

• overriding valid subscription charges outside published policy
• bypassing payment controls
• changing tax treatment outside the billing platform's supported capabilities
• manual alteration of subscription status without proper internal approval

10. Product changes and feature requests

We welcome product feedback, bug reports, and feature suggestions.

Submitting a feature request or suggestion does not mean we are obliged to:

• implement it
• implement it within any particular timeframe
• provide updates on roadmap decisions
• maintain any specific feature indefinitely

We may change, improve, replace, suspend, or remove features at any time in line with our Terms and Conditions.

11. Beta, preview, and early access features

From time to time, we may offer beta, preview, or early access features.

These may be incomplete, unstable, or changed without notice.

For such features:

• support may be limited
• fixes may be delayed
• documentation may be incomplete
• functionality may change or be withdrawn at any time

Beta, preview, and early access features are provided on a lower-assurance basis than core production features.

12. Service availability boundaries

We aim to keep MaturIQ available and functioning properly, but we do not promise uninterrupted or error-free service.

Support does not create any guarantee of:

• uninterrupted availability
• continuous uptime
• error-free operation
• compatibility with every browser, device, or third-party environment
• delivery of any specific business outcome

13. Data and export boundaries

Customers are responsible for exporting any data they may need before cancellation, suspension, downgrade, or termination periods expire.

Unless required by law or expressly agreed otherwise in writing, we are not responsible for:

• maintaining indefinite access after termination
• restoring data after retention or deletion periods have ended
• rebuilding customer data from screenshots, emails, or manual records
• retaining customer data longer than our stated retention approach requires

14. Suspension, misuse, and abuse

We may limit or refuse support where we reasonably believe there is:

• abuse of the support channel
• threatening, abusive, or unlawful behaviour
• repeated bad-faith refund or billing complaints
• misuse of the platform
• attempts to bypass plan limits, security controls, or commercial restrictions

This does not affect any legal rights that cannot be excluded.

15. Changes to this policy

We may update this Support and Service Boundaries Policy from time to time.

When we do, we will post the updated version on this page and update the effective date above.

16. Contact