Support & Service Policy

ActuTrack LTD provides technical assistance for authorized users of its supported platform services. The available support channels and entitlements may vary by plan, edition and rollout status.

This Policy is not a contractual uptime service-level agreement. No numeric uptime commitment, guaranteed resolution time, 24-hour staffing or service credit applies unless separately agreed in writing. The public mailbox is currently active, but working hours and response targets have not been established.

Customers may contact support@actutrack.com and use the Support Center where available in their account. Main's email intake records limited message metadata for staff triage. Receiving an email does not automatically create a ticket, send a reply, link a company or authorize workspace access.

Users should provide a concise summary, affected module, visible error, time and timezone, and relevant steps to reproduce. Screenshots should exclude passwords, payment cards and unnecessary personal or confidential information.

We may triage requests by impact and urgency, based on staff availability and risk. A reported security or privacy incident is escalated through a separate incident process, not treated merely as an ordinary feature question. Support requests may be classified by impact and urgency. A ticket priority selected by a user does not by itself create a guaranteed response or resolution deadline.

Support can assist with account-access guidance, use of documented ERP workflows, navigation and feature explanations, configuration guidance, verified defects and service incidents.

Support does not replace customers’ legal, tax, accounting, human-resources or professional advice, and does not take responsibility for the substantive accuracy of customers’ business records or operational decisions.

Where ActuTrack offers assisted workspace access, a customer’s authorized Owner or Admin must approve an eligible, time-limited request with defined modules. A customer may deny or revoke the request. A general support ticket does not create blanket permission to inspect the organization’s records.

Any sensitive correction supported by the platform must meet its separately approved authorization process, including customer approval and any additional platform-owner approval required by the action. Support staff must not use unauthorized direct database access as a substitute for those controls.

The available support viewer is limited to its implemented read-only views. Approving an unsupported module does not make its records viewable, and sensitive corrections require a separate supported and authorized workflow.

ActuTrack may investigate suspected security events and communicate material service incidents by email, in-app messages or other available channels. Where personal-information breach notifications are legally required, ActuTrack will follow applicable reporting and notification obligations.

Customers should promptly report suspected unauthorized access, compromised credentials or unintended exposure at support@actutrack.com. Do not use ordinary support messages to transmit secrets.

ActuTrack depends on third-party hosting, authentication, storage, payment and communication services. Planned or emergency maintenance may temporarily affect availability.

ActuTrack will use reasonable efforts to restore disrupted service and keep customers informed when appropriate. Unless a signed service-level agreement provides otherwise, no guaranteed uptime percentage or financial service-credit program is offered under this Policy.

Where a request cannot be resolved through first-line support, ActuTrack may escalate it for technical investigation. Escalation does not confer additional access permissions without the required approvals.

An AI Support Agent is planned but not yet released. Until the functionality, privacy controls and accuracy testing are approved and deployed, customers should not be promised AI-generated answers or continuous automated support.

Customer administrators should maintain current contacts, manage employee permissions, follow security guidance, preserve appropriate copies of critical records and provide sufficient information to diagnose issues.

Support staff may be unable to reproduce problems that depend on local equipment, network conditions, external accounts, third-party systems or unpublished customer modifications.

If ActuTrack later publishes plan-specific response targets or priority support, a separate schedule must state business hours and timezone, covered channels, severity definitions, initial-response targets, exclusions, escalation steps and service-credit terms (if any). These terms are not currently promised by this Policy.

For technical support, security concerns or service questions: support@actutrack.com.