Support Policy — Kelavon Task Manager

In plain language: paid licenses include email support. Kelavon may investigate defects and offer available workarounds, but does not promise to release updates or fix a particular defect. Updates for the purchased Major Version are included only if and when released. Custom work, an SLA, phone/chat, guaranteed fixes, and future Major Versions are not included.

1. Eligibility

Support is available to licensed Customers and their authorised representatives. Reasonable pre-sale and trial questions may also be answered. Kelavon may verify the purchase email or order reference.

2. Included support

Reasonable installation and activation assistance.
Guidance on permanent-seat capacity, expansion purchases, license recovery, and the view-only /license-help page.
Guidance on documented standard functionality.
Best-effort investigation of reproducible defects.
Reasonable workarounds where available.
Email support.
Access to Maintenance Updates for the purchased Major Version if and when Kelavon releases them; no commitment to release an update or correct a particular defect.

3. Channels

Use /support or support@kelavon.com. License recovery and view-only activation information may use /license-help. Standard support does not include telephone, live chat, video meetings, on-site service, or self-service seat release.

4. Hours

Support is handled during Switzerland business hours (Europe/Zurich). Business days and exact hours: [TO BE CONFIRMED].

5. Initial-response target

Kelavon aims to provide an initial response within one to two business days. This is a target, not a contractual SLA or guaranteed resolution time.

6. Resolution

Resolution depends on severity, reproducibility, information supplied, dependencies, testing, and available workarounds. Kelavon does not promise that every issue will be fixed, that an update will be released, or that a correction will be delivered by a particular date.

7. Request contents

Include purchase email, App version, Windows/Excel versions, issue description, steps, expected/actual result, error text, reproducibility, and sanitised screenshots/files where needed.

8. Sensitive information

Never send card numbers, CVVs, passwords, private keys, recovery phrases, authentication secrets, or unnecessary regulated/personal data. Kelavon will never request these for support.

9. Support files

Send production files only when authorised and necessary. Prefer synthetic or redacted samples and retain backups.

10. Bug definition

A bug is a reproducible material failure of the delivered standard Software to operate according to the applicable published description or Documentation in a supported environment. Expected behaviour, unsupported configuration, corrupted data, third-party failure, or a feature preference is not automatically a bug. This definition does not create a commitment to release a correction.

11. Prioritisation

Kelavon may prioritise startup failures, credible data-risk or security issues, widespread defects, and issues without workarounds. Priority does not create an SLA.

12. Excluded services

Custom development or customer-specific features.
Data migration, cleaning, recovery, or entry.
Validation, regulatory, legal, quality, tax, or cybersecurity consulting.
Training, on-site work, or administration of Customer systems.
Support for Windows, Excel, or third-party products as such.
Guaranteed response/resolution, uptime, or a formal SLA.
Future Major-Version upgrades.
Telephone, chat, or 24/7 support.

13. Custom work

Out-of-scope work requires a separate written quotation defining scope, fees, timeline, acceptance, dependencies, and IP rights. A request does not create a commitment.

14. Unsupported conditions

Support may be limited for modified Software, bypassed activation or device-binding controls, unsupported versions, malware, corrupted or manually altered program files, unlicensed use, copied activation/profile data, or failure to install a relevant update that Kelavon has actually released and reasonably identified as necessary.

15. Customer responsibilities

Maintain backups, access controls, supported environments, update testing, accurate information, and reasonable cooperation. Kelavon support does not replace the Customer's IT, security, quality, validation, or regulatory functions.

16. Abusive communications

Kelavon may proportionately restrict threats, harassment, discrimination, spam, malicious attachments, fraud, or repeated out-of-scope demands. Mandatory legal rights remain unaffected.

17. Privacy

Support data and attachments are processed under the Privacy Policy.

18. Changes and contact

The version and effective date are shown at the top of this page; changes apply prospectively. Contact: /support or support@kelavon.com; Mattackerstrasse 9, 8052 Zürich, Switzerland.