Support Policy
Last Updated: January 11, 2026
1. Support Channels
1.1 Email Support
Email: support@spendcaddie.com
Email is our only formal support channel at launch. We respond on a best-effort basis during normal business hours.
2. Response Times
SpendCaddie does not offer guaranteed response times, SLAs, or service credits at launch. We aim to respond within 7 business days, but actual timing may vary based on volume and the issue type.
3. Priority Levels
3.1 Critical (P1)
Service is completely unavailable or data security is at risk. These issues are addressed immediately, including outside business hours.
3.2 High (P2)
Major functionality is impaired. Examples: login problems, broken debt-plan flows, or billing issues.
3.3 Medium (P3)
Non-critical functionality issues. Examples: sync delays, export problems, or minor UI issues.
3.4 Low (P4)
General questions, feature requests, or feedback.
4. What We Support
- Account setup and configuration
- Debt-plan setup and configuration
- Bank and debt account connection issues
- Billing and subscription questions
- Feature usage and guidance
- Bug reports and technical issues
- Data privacy and security questions
- Account recovery
5. What We Don't Support
- Personalized financial advice or debt strategy decisions for you
- Issues with your bank or financial institution
- Tax preparation or legal advice
- Third-party integrations not officially supported
- Custom development or feature requests (we track these separately)
6. Feedback
We value your feedback! After each support interaction, you'll receive a satisfaction survey. Your input helps us improve our service.
7. Contact Information
- General Support: support@spendcaddie.com
- Billing Issues: support@spendcaddie.com (Subject: "Billing Inquiry")
- Privacy Concerns: privacy@spendcaddie.com
- Legal Inquiries: legal@spendcaddie.com
- Mailing Address: Bobby Built Ventures LLC (DBA SpendCaddie), 1500 N Grant St, Ste R, Denver, CO 80203