8Dflow Support Policy

1. Purpose of support

8Dflow support is intended to help Customers and Users understand, access, and use the 8Dflow software.

Support may help with:

• account access questions;
• product usage questions;
• feature guidance;
• troubleshooting product issues;
• billing or subscription questions;
• reporting suspected bugs;
• reporting suspected security issues;
• understanding available documentation or resources.

Support is product support only. It is not professional consulting or quality-system advice.

2. Support contact

Support requests can be sent to:

8Dflow Pty Ltd
64A Burnett Street
Buderim QLD 4558
Australia
Email: support@8dflow.com

Please include enough detail for us to understand and review your request.

Helpful details may include:

• your name;
• your company name;
• the email address linked to your 8Dflow account;
• a description of the issue;
• the page, workflow, or feature involved;
• screenshots, if helpful and appropriate;
• relevant error messages;
• the approximate time the issue occurred;
• the browser and device used.

Please do not include payment card details, passwords, API keys, private keys, access tokens, seed phrases, production credentials, highly sensitive personal information, or unrelated confidential information in support requests.

The Prohibited Data section of our Acceptable Use Policy contains the primary Prohibited Data list for 8Dflow.

Where a screenshot, file, report, export, or example is useful for troubleshooting, include only what is reasonably needed and redact unrelated personal, customer, supplier, commercial, or confidential information where practicable.

Support requests may include personal information, screenshots, files, logs, or Customer Data. We handle support information according to our Privacy Policy and, where applicable, our Data Processing, Security & Subprocessors page.

3. Support availability

Unless a plan, order form, or separate written agreement says otherwise, 8Dflow support is provided by email.

We aim to respond to support requests within a reasonable time, taking into account:

• the nature of the request;
• the severity of the issue;
• the Customer’s plan;
• available information;
• security or operational impact;
• current support volume;
• public holidays, weekends, and non-business days.

Any response times mentioned by 8Dflow are targets only and are not guaranteed service levels unless a separate written SLA applies.

4. Support hours and prioritisation

Unless a plan, order form, or separate written agreement says otherwise, support is generally reviewed during business days in Queensland, Australia, excluding public holidays.

We may prioritise support requests based on:

• severity;
• security or operational impact;
• whether the service is unavailable or materially impaired;
• whether the issue affects one user, one Customer, or multiple Customers;
• the Customer’s plan;
• available information;
• current support volume;
• suspected misuse, fraud, or security risk.

We may treat security issues, service availability issues, and billing access issues as higher priority than general product questions, how-to requests, or feature requests.

This prioritisation does not create guaranteed response times, guaranteed resolution times, service credits, or an SLA.

5. Support requests, logs, and Customer Data

To investigate support requests, we may review account details, support messages, technical logs, error logs, usage metadata, screenshots, files, and limited Customer Data where reasonably needed to provide support, investigate bugs, maintain security, troubleshoot errors, or protect the service.

We will use reasonable efforts to limit access to what is relevant for the support request or operational issue.

You are responsible for ensuring you have the right to provide any information included in a support request.

Support information is handled according to our Privacy Policy and, where applicable, our Data Processing, Security & Subprocessors page.

6. Billing, cancellation, and refund support

Support may help with billing, subscription, cancellation, and refund questions.

Subscription charges, renewals, cancellations, refunds, credits, trials, downgrades, plan changes, taxes, and payment issues are governed by the Terms of Service, applicable plan terms, checkout page, invoice, or order form.

Support cannot override the Terms of Service, plan terms, checkout terms, invoice, or order form unless 8Dflow expressly agrees in writing.

A general support question about billing, pricing, renewal, cancellation, or refunds does not cancel a subscription or create a refund unless the request is handled according to the Terms of Service or confirmed by 8Dflow.

7. No SLA

This Support Policy is not a Service Level Agreement.

Unless 8Dflow expressly agrees in a separate written SLA:

• we do not provide guaranteed response times;
• we do not provide guaranteed resolution times;
• we do not provide uptime guarantees;
• we do not provide service credits;
• we do not provide 24/7 support;
• we do not guarantee that every issue will be resolved.

We will use reasonable efforts to provide practical support for the 8Dflow service.

8. What support includes

Depending on the issue and your plan, support may include reasonable help with:

• accessing your account;
• understanding product features;
• using 8Dflow workflows;
• creating, editing, or exporting available records;
• troubleshooting product errors;
• clarifying subscription or billing questions;
• reporting bugs;
• identifying whether an issue appears to be caused by 8Dflow, a browser, user settings, Customer systems, or a third-party service;
• explaining where to find relevant product or legal documentation.

Support does not include a commitment to build custom features, provide custom development, or make product changes.

9. What support does not include

8Dflow support does not include:

• legal advice;
• regulatory advice;
• engineering advice;
• product-safety advice;
• supplier-management advice;
• quality-system consulting;
• audit advice;
• certification advice;
• compliance advice;
• root-cause analysis;
• deciding containment actions;
• deciding corrective actions;
• verifying effectiveness;
• approving reports;
• reviewing evidence quality;
• reviewing customer-facing PDFs;
• interpreting customer, supplier, regulatory, certification, or contractual requirements;
• creating or maintaining your internal quality system;
• acting as your quality manager, engineer, consultant, auditor, or legal adviser.

Your organisation remains responsible for quality, engineering, product-safety, root-cause, corrective-action, verification, approval, release, reporting, customer, supplier, and compliance decisions.

10. Support guidance and Customer decisions

Support responses may include product guidance, troubleshooting steps, workarounds, configuration suggestions, or references to documentation.

You are responsible for deciding whether to apply any support guidance, workaround, troubleshooting step, product setting, export, deletion, or configuration change.

You are also responsible for reviewing the effect of any change before relying on it or sharing outputs with customers, suppliers, auditors, regulators, employees, contractors, or other third parties.

Support does not make quality, engineering, product-safety, root-cause, corrective-action, verification, approval, release, reporting, customer, supplier, or compliance decisions for you.

11. Customer responsibilities

To help us provide support, Customers and Users are responsible for:

• providing accurate and complete information about the support request;
• maintaining accurate account and contact details;
• managing Users, roles, permissions, and administrators;
• protecting login credentials;
• using supported browsers and devices where applicable;
• maintaining their own internet connection, systems, networks, and devices;
• reviewing and exporting Customer Data as needed;
• keeping their own internal records and backups where appropriate;
• reviewing outputs before relying on them or sharing them;
• complying with the Terms of Service and Acceptable Use Policy.

We may not be able to assist if we do not receive enough information to investigate the issue.

12. Bugs and product issues

If you report a suspected bug or product issue, we may investigate and decide whether and how to address it.

A reported issue may not always be caused by 8Dflow. It may relate to:

• Customer systems;
• browser settings;
• device settings;
• internet connectivity;
• third-party services;
• user permissions;
• unsupported data;
• unsupported workflows;
• configuration choices;
• misuse or prohibited use.

We do not guarantee that all bugs or product issues will be fixed by a particular date.

13. Security issues

If you believe you have found a security issue, contact support@8dflow.com.

Please include enough detail to help us understand the issue.

Do not:

• access, copy, alter, delete, or disclose data that does not belong to you;
• disrupt or degrade the service;
• run unauthorised scanning, testing, exploitation, or automated attacks;
• publicly disclose a vulnerability before we have had a reasonable opportunity to review it.

Unless 8Dflow expressly agrees in writing, we do not offer bug bounties, rewards, compensation, or public recognition for vulnerability reports.

We may restrict or suspend activity that creates security, operational, legal, or privacy risk.

Security incidents involving Customer Data are handled according to the Terms of Service, Privacy Policy, and Data Processing, Security & Subprocessors page.

14. AI-assisted features

If AI-assisted features are available, support may help explain how those features work in the product.

Support does not include:

• validating AI-assisted outputs;
• confirming the technical correctness of AI-assisted text;
• deciding whether AI-assisted text is suitable for a report;
• determining root cause;
• making quality decisions;
• approving corrective actions;
• verifying effectiveness;
• certifying compliance.

AI-assisted features are drafting and productivity aids only. You are responsible for reviewing, verifying, editing, and approving any AI-assisted output before relying on it or sharing it.

15. Templates, reports, and exports

Support may help explain how templates, reports, PDFs, and exports work in 8Dflow.

Support does not include:

• approving your templates;
• confirming that a template fits your organisation;
• confirming that a report will be accepted by a customer or supplier;
• confirming audit, certification, regulatory, legal, or contractual suitability;
• reviewing or validating the accuracy or completeness of report content;
• guaranteeing successful import, export, formatting, or third-party use in every situation.

You are responsible for reviewing and validating templates, records, reports, PDFs, and exports before using or sharing them.

16. Support materials, IP, and Customer Data

Support communications may include examples, explanations, troubleshooting steps, screenshots, documentation references, workflow suggestions, template guidance, or product guidance.

Support communications do not transfer ownership of 8Dflow software, templates, examples, workflows, formats, layouts, documentation, website content, product design, or other 8Dflow intellectual property.

You retain ownership of Customer Data and your pre-existing materials as described in the Terms of Service.

Subject to the Terms of Service, you may continue to use completed reports, PDFs, exports, records, and other outputs that include your Customer Data for your legitimate business purposes.

17. Third-party services

Some issues may involve third-party services, such as hosting, authentication, payment processing, email delivery, analytics, AI-assisted features, browsers, operating systems, integrations, or Customer systems.

We may assist with reasonable troubleshooting where the issue relates to 8Dflow.

We are not responsible for third-party services that we do not control, and we cannot guarantee the availability, performance, security, or behaviour of third-party services.

18. Data recovery and exports

8Dflow may provide export features depending on your plan.

Customers are responsible for exporting and retaining Customer Data they need for their own business, legal, customer, supplier, or internal purposes.

Unless expressly agreed in writing, support does not include custom data recovery, custom exports, forensic reconstruction, or recovery of data deleted, overwritten, changed, or exported by Customers or Users.

Post-termination data export and deletion are handled according to the Terms of Service and Data Processing, Security & Subprocessors page.

19. Abuse of support

You must not misuse support channels.

Misuse may include:

• abusive, threatening, harassing, discriminatory, or unlawful communications;
• repeated requests unrelated to 8Dflow;
• attempts to obtain access to another Customer’s data;
• attempts to bypass account permissions;
• requests to create, hide, alter, falsify, or misrepresent quality records;
• submitting malware, harmful files, or unsafe links;
• excessive or automated support requests that disrupt support operations.

Where reasonably necessary, we may limit, refuse, or suspend support for misuse of support channels. Where safe and practicable, we will still allow reasonable contact for account, billing, security, or legal matters.

20. Product changes and feature requests

You may send feedback, suggestions, or feature requests.

We may consider them, but we are not required to implement them.

If we use feedback or suggestions, we may do so without restriction or compensation, provided we do not disclose your confidential information.

Product roadmap discussions, estimates, or plans are informational only and are not commitments unless expressly agreed in writing.

21. Non-excludable rights

Nothing in this Support Policy excludes, restricts, or modifies any rights, guarantees, warranties, remedies, liabilities, or obligations that cannot lawfully be excluded, restricted, or modified.

Where 8Dflow is permitted to limit a remedy for breach of a non-excludable guarantee, our liability is limited as described in the Terms of Service.

22. Changes to this Support Policy

We may update this Support Policy from time to time.

Non-material changes, such as updates to support contact details, support channels, support hours, internal processes, wording, formatting, or links, may take effect at any time.

If we make material changes, we will take reasonable steps to notify affected Customers where appropriate, such as by posting an updated version on our website, sending an email, or providing an in-product notice.

For existing paid subscriptions, changes that materially reduce support included in a current paid plan will not apply during the current paid subscription period unless:

• you agree to the change;
• the change is required by law;
• the change is needed for security, privacy, fraud-prevention, misuse-prevention, operational, or service-protection reasons;
• the change relates to a new feature, beta feature, optional feature, or new plan;
• the change does not materially disadvantage you.

The updated Support Policy will apply from the effective date stated on the updated page, except where applicable law requires a different process.

23. Contact

Questions about this Support Policy can be sent to:

8Dflow Pty Ltd
64A Burnett Street
Buderim QLD 4558
Australia
Email: support@8dflow.com