Support Policy

1. Support Channels

1.1 Email Support

Email: support@spendcaddie.com

Our primary support channel. Available to all users. We respond to emails during business hours (9 AM - 6 PM EST, Monday-Friday).

1.2 In-App Support

Access help directly within the SpendCaddie app by tapping the Help icon in settings. This is the fastest way to get context-specific assistance.

1.3 Help Center

Visit our Help Center at help.spendcaddie.com for self-service articles, FAQs, and video tutorials covering common questions and tasks.

2. Response Times

*Response times are for business hours. Weekends and holidays may result in longer response times.

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: unable to connect bank accounts, payment processing issues, login problems.

3.3 Medium (P3)

Non-critical functionality issues. Examples: sync delays, report formatting issues, minor UI problems.

3.4 Low (P4)

General questions, feature requests, or documentation inquiries.

4. What We Support

• Account setup and configuration
• Bank and credit card 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

• Financial advice or recommendations (we're a tool, not advisors)
• 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. Escalation Process

If you feel your issue is not being resolved satisfactorily:

1. Reference your ticket number and request escalation
2. A support supervisor will review within 24 hours
3. For unresolved critical issues, email support@spendcaddie.com with subject line "Escalation Request"

7. Maintenance Windows

Scheduled maintenance typically occurs:

• Weekly: Sundays 2-4 AM EST
• Monthly: First Saturday 12-4 AM EST

We notify users of planned maintenance at least 48 hours in advance via email and in-app notifications.

8. Service Level Agreement (Premium+)

Premium and Family plan subscribers receive:

• 99.9% uptime guarantee (excluding scheduled maintenance)
• Service credits for downtime exceeding the guarantee
• Priority queue for support tickets
• Access to phone support (Family plan only)

9. Feedback

We value your feedback! After each support interaction, you'll receive a satisfaction survey. Your input helps us improve our service.

10. Contact Information

• General Support: support@spendcaddie.com
• Billing Issues: support@spendcaddie.com (Subject: "Billing Inquiry")
• Escalations: support@spendcaddie.com (Subject: "Escalation Request")
• Privacy Concerns: privacy@spendcaddie.com
• Legal Inquiries: legal@spendcaddie.com
• Help Center: help.spendcaddie.com
• Mailing Address: Bobby Built Ventures LLC (DBA SpendCaddie), 1500 N Grant St, Ste R, Denver, CO 80203