1. Support channels
General support: [SUPPORT EMAIL]
Licence and purchase support: [LICENCE / BILLING EMAIL]
Privacy requests: [PRIVACY EMAIL]
Security reports: [SECURITY EMAIL]
Postal address: [POSTAL ADDRESS]
2. What to include
Include the edition, exact version/build, Windows version, a clear issue description and steps to reproduce. Attach an error screenshot only after checking that it contains no sensitive information. Do not send passwords, payment-card details, API keys or unredacted confidential datasets. If a sample file is essential, remove or anonymise personal and confidential data first.
3. Response expectations
Support hours/time zone: [HOURS / TIME ZONE]
Acknowledgement target: [X BUSINESS DAYS]
Initial response target: [Y BUSINESS DAYS]
These targets must reflect the actual support capacity and are not guaranteed resolution times unless a separate agreement says so.
4. Marketplace orders
For payment confirmation, order status, receipts, licence delivery or marketplace account questions, begin with the support route on the marketplace listing or purchase receipt. This information website does not receive marketplace order data.
5. Grievance contact and escalation
Grievance contact/person: [NAME / ROLE]
Email: [GRIEVANCE EMAIL]
Postal address: [POSTAL ADDRESS]
Acknowledgement and resolution process: [COMPLETE WITH APPLICABLE STATUTORY TIMELINES]. Confirm with counsel whether an appointed grievance officer is required for the actual business model.
6. Privacy complaints
Send privacy questions to [PRIVACY EMAIL]. Requests may require identity verification and will be handled under applicable law.