Support & Updates Policy

Goal: keep RedemptionBase dependable without promising unlimited lifetime development or services that belong to accountants, attorneys, payroll providers, or regulators.

1. Support scope

Reasonable support may include help with installation, normal use, backup/restore procedures, confirmed Software defects, and supported update procedures. Support does not include bookkeeping, payroll processing, tax advice, legal advice, regulatory interpretation, device repair, network administration, or reconstruction of records the Customer did not back up.

2. Purchased version

Unless the order states otherwise, a license allows continued use of the purchased version subject to the Software License Agreement. A one-time license does not guarantee that every future feature, regulation, browser change, operating-system change, or industry-program change will be implemented without additional charge.

3. Updates

Licensor may issue maintenance fixes, compatibility updates, security fixes, or new versions. Availability, price, support period, and eligibility for future updates may change. When RedemptionBase provides an in-app update process, a working version remains active until the authorized owner chooses to install a verified update, subject to the Software's update safeguards.

4. Regulatory and industry changes

Maine bottle-redemption laws, rules, rates, sort requirements, registration data, pickup programs, and industry practices may change. Licensor may update RedemptionBase in response, but Customer remains responsible for knowing the requirements that apply to its business and should not assume an app version automatically reflects every new rule immediately.

5. Backup before major changes

Customer should create and securely retain a current Full Backup before device replacement, browser/profile changes, operating-system reinstall, restore operations, major configuration changes, or other events that could affect local data. The built-in updater may create a backup before switching versions, but Customer remains responsible for its own backup practices.

6. Support files

Customer should send only the minimum information reasonably needed to diagnose a problem. Full backups may contain confidential business and employee information and should be sent only when necessary and requested.

7. Unsupported environments or misuse

Licensor may be unable to support problems caused by unsupported browser behavior, altered Software files, unauthorized redistribution, damaged devices, malware, incompatible extensions, or other conditions outside RedemptionBase's control.

8. No guaranteed response time unless sold separately

Unless Customer purchases a support plan that states a specific service level, support is provided on a reasonable-efforts basis and no guaranteed response or resolution time applies.