Support Policy
Support Policy
GoFastSUPPORT.ai
A Service of GoFast Technologies LLC
1. Purpose
This Support Policy describes the support services available to customers of GoFastSUPPORT.ai ("Service"), a software-as-a-service (SaaS) platform operated by GoFast Technologies LLC ("Company," "we," "us," or "our").
The purpose of this Policy is to establish clear expectations regarding technical support, issue resolution, customer responsibilities, and service availability.
This Policy forms part of the GoFastSUPPORT.ai Terms of Service.
2. Support Philosophy
At GoFast Technologies LLC, we believe support should be:
Professional
Responsive
Helpful
Respectful
Transparent
Customer-focused
Our goal is to help customers successfully utilize GoFastSUPPORT.ai while maintaining a reliable and scalable support environment for all users.
3. Support Channels
Support may be available through one or more of the following channels:
Help Desk Ticket System
The preferred method for support requests.
Email Support
Email: admin@gofasttechnologies.com
Knowledge Base
Self-service articles, tutorials, documentation, and frequently asked questions.
AI Support Assistant
Automated assistance available through GoFastSUPPORT.ai.
Customer Portal
Account management and support request tracking.
The Company may add, modify, or discontinue support channels at any time.
4. Support Hours
Unless otherwise stated in a separate Service Level Agreement (SLA):
Support is provided during normal business operations on a commercially reasonable basis.
GoFastSUPPORT.ai is designed to be available 24 hours per day, 7 days per week; however, human support availability may vary.
The Company does not guarantee:
Immediate responses
Live support availability
24/7 human staffing
Specific response times unless covered by a separate SLA
5. Types of Support Provided
Support services may include:
Account assistance
Login issues
Technical troubleshooting
Platform guidance
Feature clarification
Knowledge base assistance
Configuration assistance
Subscription and billing inquiries
Bug reporting
White-label assistance
Support is intended to help customers use the platform as designed.
6. What Support Does Not Include
Unless separately contracted, support services do not include:
Custom software development
Custom programming
Website design
Data entry services
Business consulting
Legal advice
Tax advice
Financial advice
Marketing consulting
Search engine optimization services
Third-party software support
Customer-specific customization projects
Training beyond published resources
Such services may be available under separate agreements.
7. Customer Responsibilities
To help us provide effective support, customers are responsible for:
Providing accurate information
Supplying sufficient details regarding issues
Cooperating during troubleshooting
Maintaining current contact information
Following published documentation where applicable
Maintaining secure account credentials
Failure to provide necessary information may delay resolution.
8. Support Request Priorities
Support requests are generally prioritized based upon severity.
Priority 1 – Critical
Examples:
Complete service outage
Platform unavailable
Widespread functionality failure
Security incident affecting service availability
Priority 2 – High
Examples:
Significant feature malfunction
Major workflow interruption
Partial system degradation
Priority 3 – Medium
Examples:
Isolated functionality issues
Configuration questions
Limited feature problems
Priority 4 – Low
Examples:
General inquiries
Feature requests
Documentation questions
Cosmetic issues
The Company retains sole discretion regarding issue classification.
9. Response Time Goals
The Company may establish internal response targets; however:
Response times are goals, not guarantees.
Resolution times are not guaranteed.
Complexity may affect response and resolution times.
Guaranteed response commitments, if any, are governed by a separate SLA.
10. Feature Requests
Customers may submit feature suggestions and enhancement requests.
Submission of a feature request does not guarantee:
Acceptance
Development
Implementation
Release timing
The Company reserves sole discretion regarding product development priorities.
11. Bug Reports
Customers are encouraged to report suspected bugs.
Bug reports should include:
Description of the issue
Steps to reproduce
Screenshots when available
Browser or device information
Relevant account information
The Company will evaluate reported issues and determine appropriate action.
12. AI Support Limitations
GoFastSUPPORT.ai may provide AI-powered support assistance.
Customers acknowledge that:
AI responses may contain inaccuracies.
AI-generated information should be reviewed before reliance.
AI assistance is supplemental and may not replace human review.
The Company does not guarantee the accuracy of AI-generated responses.
13. White-Label Support Responsibilities
White-label customers remain responsible for supporting their own end users.
Unless otherwise agreed in writing:
GoFast Technologies LLC provides support to the White-Label Partner, not directly to the Partner's customers, affiliates, distributors, or end users.
The White-Label Partner is responsible for all first-line support provided to its users.
14. Third-Party Services
The platform may integrate with third-party services including:
Artificial intelligence providers
Email providers
Payment processors
Hosting providers
Analytics services
The Company may assist with troubleshooting integration issues; however, we are not responsible for third-party systems or service outages.
Resolution of third-party issues may require direct engagement with the third-party provider.
15. Maintenance and Updates
The Company may perform:
Scheduled maintenance
Emergency maintenance
Security updates
Platform upgrades
Infrastructure improvements
Maintenance activities may temporarily affect service availability.
Where practical, advance notice may be provided.
16. Abuse of Support Services
Customers may not:
Abuse support personnel
Use threatening language
Submit fraudulent requests
Repeatedly submit duplicate tickets
Attempt to manipulate support processes
Use support channels for spam or solicitation
The Company reserves the right to suspend support access for abusive behavior.
17. Security-Related Support Requests
If a customer believes a security issue exists, they should immediately contact:
Security-related matters will generally receive elevated priority based on severity and potential impact.
18. Service Level Agreements (SLAs)
Certain subscription plans or enterprise agreements may include separate Service Level Agreements.
Where a separate SLA exists:
The SLA governs response commitments.
The SLA supersedes this Policy only where specifically stated.
All other provisions of this Support Policy remain applicable.
19. Limitation of Support Obligations
The Company provides support on a commercially reasonable efforts basis.
Nothing in this Policy shall be interpreted as creating an obligation to:
Resolve every issue;
Implement requested features;
Modify the platform for individual customers;
Provide consulting services;
Support unsupported third-party products.
20. Disclaimer
Support services are provided "as available" and "as is."
The Company does not guarantee:
Resolution of all issues;
Specific outcomes;
Error-free operation;
Continuous availability of support personnel.
Support communications do not constitute legal, financial, tax, regulatory, or professional advice.
21. Changes to This Policy
GoFast Technologies LLC reserves the right to modify this Support Policy at any time.
Updated versions become effective upon publication.
Continued use of the Service constitutes acceptance of any revised policy.
22. Contact Information
Questions regarding this Support Policy may be directed to:
GoFast Technologies LLC
Email: admin@gofasttechnologies.com
By using GoFastSUPPORT.ai, you acknowledge that you have read, understood, and agree to this Support Policy.