Catchwise Support Policy

1. Support Channel

Catchwise support is email-based. Support requests must be submitted through the in-app support form or by emailing support@catchwise.app. Catchwise does not provide phone support, emergency support, or guaranteed 24/7 support unless a separate written agreement expressly provides otherwise. Support availability and features may vary by plan.

2. Support Priorities

Catchwise prioritizes issues that may affect lead capture, account access, or core platform functionality. Higher-priority issues may include: connected capture paths that appear non-functional; hosted or embedded forms not submitting; a lead missing after a customer submitted a form, sent a text, called, or forwarded an email; email intake not functioning; SMS/text or missed-call capture not functioning where enabled; owner notifications or digests not being delivered; or account access issues preventing the business from reviewing leads.

Lower-priority issues may include general setup questions, product suggestions, cosmetic issues, non-urgent settings questions, and general billing questions that do not affect account access. Catchwise may adjust priorities based on severity, customer impact, business impact, provider issues, security risk, and operational risk.

3. No Guaranteed Response Times and No Monitoring Obligation

Catchwise endeavors to respond to support inquiries within a commercially reasonable timeframe, prioritizing issues related to lead capture and account access. However, Catchwise expressly disclaims any guaranteed response or resolution times. This Policy does not create a service-level agreement (SLA). Catchwise does not guarantee same-day support, 24-hour support, weekend support, holiday support, or 24/7 monitoring under any circumstances, unless explicitly provided for in a separate, mutually executed written agreement. Catchwise does not continuously monitor each customer's setup, forms, forwarding, website, phone number, or lead queue.

4. Information Required and Customer Cooperation

To facilitate efficient troubleshooting, support requests should include: the capture path involved; the approximate date and time of the issue; what you expected to occur; what actually occurred; whether you submitted a test; relevant screenshots; the lead name, email address, or phone number only if necessary to identify the issue; and any recent changes to your website, phone setup, email forwarding, DNS configuration, provider settings, or Catchwise settings. Do not include unnecessary sensitive information in support requests. Catchwise's ability to assist depends on the customer providing accurate information, access, screenshots, testing details, and timely responses.

5. Customer Setup and Testing Responsibility

Customers are responsible for connecting and testing their selected capture paths. Catchwise may provide guidance, but customers must independently confirm that hosted forms, embedded forms, email forwarding, SMS/text capture where enabled, missed-call capture where enabled, owner notifications, digests, manual entry, and bulk manual entry function as expected. Customers must re-test after any changes to their website, email, phone, domain, forwarding, or provider configuration.

6. Third-Party Provider Issues

Certain issues may be caused by third-party providers outside Catchwise's direct control, including website builders, email providers, phone carriers, Twilio, Resend, Supabase, Vercel, Stripe, OpenAI, Google Workspace, DNS providers, domain registrars, customer websites, or customer email systems. Catchwise may assist in identifying likely causes, but issues controlled by third-party providers may require the customer to work directly with that provider or modify customer-side configuration.

7. AI-Assisted Triage

Catchwise may use AI-assisted tools to classify, summarize, or prioritize support requests using support descriptions and relevant diagnostic context. AI triage is intended to help Catchwise understand issues more efficiently. It does not guarantee resolution, replace human judgment where required, or constitute legal, compliance, tax, financial, or professional advice of any kind.

8. Support Exclusions and Abuse

Catchwise support does not include: building or redesigning a customer's website; managing a customer's email inbox; providing legal, tax, or messaging compliance advice; guaranteeing phone, SMS, email, form, or provider delivery; acting as a call center or answering service; following up with a customer's leads unless a separate written service agreement provides otherwise; emergency response; full CRM migration; or custom software development unless separately agreed in writing. Catchwise has no obligation to recreate, recover, or reconstruct lost or uncaptured leads. Catchwise reserves the right to limit or refuse support for abusive, excessive, harassing, fraudulent, or bad-faith support requests.

9. Contact

Support inquiries may be directed to: support@catchwise.app.