Customer support

Customer Support and Response Policy

Effective August 3, 2026 · Version 1.0

This policy is issued by Terraforeman LLC, doing business as TerraForeman, and applies to the TerraForeman website, Scout application, company workspaces, subscriptions, and related services.

Support Channel

The primary support channel is info@terraforeman.com. Support is normally monitored during U.S. business days, excluding major holidays. We may offer additional in-app or plan-specific channels, but email remains the official channel unless another channel is identified in your plan.

Response Targets

Targets measure the time to an initial human acknowledgment or useful update, not final resolution. They are service goals, not guaranteed service-level commitments.

• Urgent — within 1 business day: suspected account compromise, widespread service failure, or inability to access a paid workspace.
• High — within 1 business day: billing error, failed integration affecting active work, or a major product function unavailable.
• Standard — within 2 business days: how-to questions, configuration help, minor defects, and general account questions.
• Feedback — within 3 business days: feature requests, product ideas, and non-urgent suggestions.

What Support Includes

• Account access and company-workspace questions.
• Subscription, invoice, payment, cancellation, and refund-request assistance.
• Guidance on supported TerraForeman features and documented integrations.
• Investigation of reproducible errors and verified service incidents.
• Security reports and suspected unauthorized-access reports.

What Support Does Not Include

Support does not provide legal, tax, accounting, engineering, safety, permitting, or business-result advice; guarantee AI output; repair unsupported devices or third-party services outside our control; include custom development or consulting unless separately agreed; or function as emergency response or dispatch.

Helping Us Respond

Include your company name, sign-in email, a concise description, approximate date and time, affected feature, steps already tried, whether one user or the whole workspace is affected, and safe screenshots or error text. Remove sensitive customer and payment information where practical.

For account-security reports, use the subject URGENT SECURITY. Never email passwords, authentication codes, API keys, full payment-card details, or government identification.

Updates and Closure

We may provide progress updates while investigating. A request may be closed when resolved, answered, outside support scope, or missing requested information after reasonable follow-up. You may reply with new information or request reconsideration.

Contact

Email info@terraforeman.com with the subject Support — Company Name — Short Issue.