Support Policy

Last Updated: 2026-07-24

1. Support Availability

TFDi Design Co. ("TFDi Design", "we", "us") will make reasonable efforts to provide support for issues that prevent use of the Software or Website as reasonably advertised, subject to this Policy and the applicable SLA commitments below.

Support is available through the following channels:

• Email: [email protected]
• Support Portal: https://support.tfdidesign.com/

2. SLA commitments

SLA targets are based on the priority of the support request. Targets are measured from the time we receive your request through our support channels.

If you email us, we will create a ticket on our support portal to enable priority assignment and SLA tracking.

We will assign a priority tier based on factors including:

• the severity of the issue and its impact on your ability to use the Software/Website,
• whether the issue affects many users/customers or a core features,
• urgency of deadlines/workflows impacted by the issue, and
• the information provided to reproduce and assess the issue.

Priority may be adjusted by TFDi Design as we learn more about the issue.

Our operational hours are:

• General support: 24/7, excluding US federal holidays
• Escalations: Tuesday through Friday, 24 hours a day, excluding US federal holidays

3. Resolution Time

"Resolution Time" means TFDi Design will take commercially reasonable steps to address the issue to reach one of the following "resolution outcomes" within the resolution time target, as determined by TFDi Design:

• provide a workable workaround or mitigation where available;
• provide a definitive status update that the issue will be addressed via a planned fix; or
• restore access/functionality where technically feasible and within TFDi Design's control.

TFDi Design does not guarantee that every request will result in a permanent fix, correction, or workaround.

4. What Support Covers

Support may include troubleshooting, guidance, and assistance diagnosing issues. Support does not guarantee that every request will result in a specific fix or that a workaround will always be available.

5. Exclusions

We may limit, decline, or refuse support when requests involve, for example:

• abusive, harassing, threatening, or repeatedly misleading submissions,
• requests intended to probe security beyond normal usage,
• issues caused by unsupported configuration, improper installation/activation, or misuse,
• problems caused by third-party software, systems, networks, services, hardware, or user devices,
• custom development or services not included in the scope of support.

6. Your Responsibilities

To receive support efficiently, you agree to:

• provide accurate information about the issue,
• include relevant logs/screenshots/error messages when applicable,
• follow reasonable troubleshooting instructions,
• ensure the issue relates to a supported product version/stream (where applicable).

7. SLA Limitations

Unless we expressly state otherwise, SLA commitments apply to requests reported through the support channels and categorized within our support portal. SLAs do not apply to delays outside our reasonable control, including delays caused by your failure to provide required information, inability to reproduce the issue, or issues caused by third-party services.

8. Changes to Support Policy

We may update this Support Policy and/or SLA commitments from time to time by posting updates on our Legal page and/or the support portal, as required by applicable law.