1. Support channels
Support requests should be sent to [email protected] or the configured GCS support email shown on this page unless another support channel is provided in writing. Support may include account access, setup questions, billing state, workspace issues, and suspected platform errors.
2. Setup support
During setup or paid pilot activation, GCS may help review submitted setup details, provision a workspace, explain approval-first workflows, confirm selected license tier, troubleshoot activation, and identify next configuration steps.
3. Response-time expectations
Response times are non-binding unless a signed agreement states otherwise. GCS will use reasonable efforts to respond based on severity, account status, support volume, provider availability, and business hours or pilot support arrangements.
4. Maintenance windows
GCS may perform maintenance, updates, security changes, database work, provider configuration, or emergency fixes. Some maintenance may be unannounced if needed to protect security, reliability, or service integrity.
5. Client responsibilities
Clients should provide accurate account identifiers, screenshots or descriptions, affected user emails, timestamps, relevant customer records, and steps to reproduce issues. Clients remain responsible for emergency business operations and customer-facing decisions.
6. Escalation
Issues involving suspected unauthorized access, billing interruption, activation failure, or material workspace errors may be escalated for review. Escalation does not guarantee a specific resolution time unless separately contracted.
7. Excluded support
Support does not include legal advice, tax advice, emergency dispatch, customer-service outsourcing, advertising guarantees, provider account ownership, custom engineering, data cleanup, or regulated professional advice unless separately agreed.
8. Lawyer-review notice
This Support Policy is a serious draft for review. Draft for review. Not legal advice. Lawyer review required before full commercial reliance.
Support
For questions about these terms, your data, or your account, contact [email protected].