Version: v1.3 Streamlined
Operator: Bobby Built Ventures LLC d/b/a QuillCaddie
Applies to: Business customers, admins, and users seeking support and service-status expectations.
Quick summary
This is a support policy, not a formal SLA. Unless an order form says otherwise, support targets are goals, not guarantees, and QuillCaddie does not provide service credits or 24/7 support.
1. Support channels
Support is available through:
- support@quillcaddie.com for product support;
- security@quillcaddie.com for vulnerability and security reports;
- privacy@quillcaddie.com for privacy requests;
- legal@quillcaddie.com for legal notices; and
- any in-app support channel QuillCaddie provides.
2. Non-binding response targets
Unless an order form says otherwise, QuillCaddie may use these non-binding targets:
| Severity | Example | Target |
|---|---|---|
| P1 Critical | Service unavailable for most users; confirmed security incident | As soon as reasonably practical |
| P2 High | Major paid feature unavailable; widespread processing failure | 1–2 business days |
| P3 Normal | Product questions, billing, non-critical bugs | 2–5 business days |
| P4 Low | Feature requests, cosmetic issues, general feedback | As capacity allows |
3. Availability
QuillCaddie aims to provide a reliable Service, but availability may be affected by maintenance, provider outages, network failures, customer configuration, browser/device limitations, abuse prevention, security issues, or legal requirements.
No formal uptime SLA, service credit, or guaranteed support window applies unless included in a signed agreement or order form.
4. Support access to content
Support may ask for screenshots, logs, capture IDs, timestamps, or permission to inspect limited account/workspace information. Users should avoid sending raw audio, transcripts, AI outputs, secrets, provider keys, OAuth tokens, or sensitive content unless necessary.
QuillCaddie may access content without user permission when needed for security, abuse prevention, legal compliance, or emergency response.
5. Exclusions
Support may not cover third-party service outages, customer devices, customer networks, unsupported browsers, customer-managed provider accounts, BYOK provider billing or retention settings, customer-created prompts/templates, or data exported to third-party tools.
6. Incident communications
For material incidents, QuillCaddie may provide updates by email, in-app notice, website notice, status page, or another reasonable method.
Contact
Support: support@quillcaddie.com
Privacy requests: privacy@quillcaddie.com
Security reports: security@quillcaddie.com
Legal notices: legal@quillcaddie.com
DMCA notices: dmca@quillcaddie.com
Mail: Bobby Built Ventures LLC d/b/a QuillCaddie, 1500 N Grand St, STE R, Denver, CO 80203