Coal Road Support Policy

Draft for business use; independent legal review recommended. This policy describes proposed service boundaries. An accepted order or statement of work controls where it differs.

Support available by separate agreement

An agreed support scope may include product-use questions, configuration guidance, error troubleshooting, installation/update guidance, application diagnosis, basic server/application checks, and reasonable recovery guidance. Response times, service windows, contact channels, and fees must be stated in the applicable order or service agreement. No unlimited support or production SLA is included by default.

Not automatically included

Support does not automatically include new features, custom integrations, migration, unrelated operating-system administration, third-party vendor support, cybersecurity incident response, unlimited training, or troubleshooting of unsupported customer modifications. Those requests may require a separate assessment, service order, or statement of work.

Modify it as much as you want. If you'd like Coal Road to troubleshoot your modifications afterward, that's support.

Developer Pack

The Developer Pack is self-service software. Documentation is included. Labor is not. It includes no technical support, troubleshooting, installation, hosting, migration, custom integration, repair of customer changes, or future upgrades unless separately offered in writing.

Requesting help

Provide the product/release, environment, steps to reproduce, expected and observed behavior, relevant non-sensitive logs, and business impact. Do not send credentials or protected customer information through an unapproved channel. Emergency response and security incident handling require a separate agreement and are not implied by ordinary support.