TradeCheck Support Policy
Provider: TradeCheck (NZ) Limited Support contact: feedback@solisai.co Effective date: 19 February 2026 Last updated: 19 February 2026
This policy describes support channels and response expectations for TradeCheck.
1. Support channels
- Email: feedback@solisai.co
- In-app support: TBD
2. Support hours
Standard support hours are Monday to Friday, 9:00am to 5:00pm NZT/NZDT, excluding New Zealand public holidays.
3. Response targets (guidance)
Response targets are goals, not guarantees.
| Severity | Example | Target first response |
|---|---|---|
| S1 Critical | Service outage, broad access failure, or active security incident | 4 business hours |
| S2 High | Core workflow unavailable with no practical workaround | 8 business hours |
| S3 Medium | Partial feature issue with workaround available | 2 business days |
| S4 Low | General questions, low-impact UI issues, enhancement requests | 5 business days |
4. Included support
- Account access and authentication troubleshooting
- Guidance on intended product usage
- Investigation of defects and performance issues
- Billing and subscription support
5. Excluded support
- On-site legal or compliance advice
- Certification sign-off responsibilities
- Custom development or bespoke integrations unless separately agreed
- Training outside your plan unless separately agreed
6. Maintenance and incidents
We may perform scheduled or emergency maintenance. Where practical, we provide advance notice through the Service or email.
7. Data exports
On verified request, and subject to plan entitlements, we can provide workspace data exports in standard formats.