This Agreement explains the initial human-response targets for support requests submitted through the TrackForms Support Center. These targets are not a guarantee of the time required to resolve an issue or restore service.
1. Meaning of initial response
An initial response is a human reply that acknowledges receipt of the request, provides an initial classification or next step, and states when the next update is expected. An automated confirmation message sent by email or within the platform is not an initial human response.
2. Response targets by severity
- Critical: Widespread failure of a core service, or a verified risk to data security or integrity without a safe workaround — initial human-response target within 6 business hours.
- High: Failure or incorrect operation of a primary workflow for an account without a reasonable workaround — initial human-response target within 24 business hours.
- Normal: Degradation of a feature or a defect where a workaround is available and core use can continue — initial human-response target within 3 business days.
- Low: A general question, guidance request, or low-impact visual defect — initial human-response target within 7 business days.
The Support Center presents high, normal, and low priorities. If a critical incident is suspected, the customer selects high priority and the support team reclassifies the request as critical when appropriate.
3. Time calculation
- Time begins when a support ticket is successfully created within TrackForms.
- Time is counted only during the support hours published on the Contact page.
- Time stops outside support hours and on official public holidays in the Kingdom of Saudi Arabia.
- A business day means one complete published support day.
4. Covered channel
The covered channel is the TrackForms Support Center inside the account at Create a support ticket, including the ticket conversation within the Support Center. Sending a standalone email does not start the response period unless it is represented by a ticket successfully created in the Support Center.
The request must relate to the TrackForms service and to an account that the requester is authorized to represent. This Agreement does not grant additional plan features or access permissions to service providers or data.
5. Exclusions
The response targets do not apply to the following:
- Scheduled maintenance announced in advance.
- Failures caused exclusively by the customer’s device, network, DNS, configuration, credentials, or misuse.
- An outage of an external provider outside TrackForms’ control, while reasonable updates continue to be provided when reliable information is available.
- Experimental, unavailable, or separately gated features.
- Abusive, duplicate, or fraudulent requests, or security testing not authorized in writing.
- Legal or regulatory restrictions or force-majeure events.
- Time spent awaiting information that TrackForms has requested from the customer and that is necessary to process the ticket.
An exclusion does not prevent the TrackForms team from providing reasonable assistance.
6. Limits of the Agreement
These targets apply only to the initial human response. The Agreement does not include a guaranteed resolution or service-restoration time, guaranteed availability percentage, service credit, refund, compensation, or promise of round-the-clock support. Resolution and restoration times depend on the nature of the cause, service-provider dependencies, customer cooperation, and safe verification.
Do not send passwords, one-time passcodes, API keys, private tracking tokens, or another customer’s data through support.
Official website: https://trackforms.app