Effective Date: March 28, 2025

Last Updated: December 2, 2025

PineWoodsAI LLC is committed to providing clear, reliable, and human-centered support for individuals using our AI-powered system. This Support Policy explains how to contact us, what we can assist with, and how support requests are handled.

1. Support Channels

We provide support through a single email channel:

Email: [email protected]

Support Hours: Monday–Friday, 9 AM–6 PM ET

Typical Response Time: 24–48 hours on business days

We do not currently offer phone support.

2. What We Can Help With

We are happy to assist with:

• Account access issues

• Login or authentication problems (including Google OAuth)

• Subscription, billing, or payment questions

• Troubleshooting basic technical issues

• Resetting or reauthorizing integrations (e.g., Rook, Google Drive connections)

• Understanding features or settings

• Reporting bugs

• Privacy or data-related questions

• General guidance on using PineWoodsAI’s AI-powered system

3. What We Cannot Provide

To maintain safety and clarity, we do not provide:

• Medical, psychological, or therapeutic advice

• Legal, financial, or tax guidance

• Crisis or emergency support

• Business consulting or executive coaching (unless part of a formal engagement)

• Custom AI prompt design or engineering support (except for enterprise agreements)

• Engineering-level debugging beyond general troubleshooting

If you are experiencing a medical or mental health emergency, contact local emergency services or the 988 Suicide & Crisis Lifeline (https://988lifeline.org/)

4. Response Times

We aim to respond to all support inquiries within 24–48 hours on business days.

Response times may vary during:

• Holidays

• High-volume periods

• Major platform updates

• Unforeseen service disruptions

5. Escalation Path

If your issue is not resolved within a reasonable timeframe:

• Reply to your existing support thread with the subject line: “Escalation Request”

Your case will be escalated for prioritized review.

6. Privacy & Legal Requests

For data deletion, export, access, or other legal/privacy-related requests:

• Email: [email protected]

• Use the subject line: “Privacy Request” or “Legal Inquiry”

Identity verification may be required before fulfilling certain requests, consistent with our Privacy Policy.

7. Enterprise Support (If Applicable)

Enterprise or organizational customers may receive additional support options based on their service agreement.

These options may include:

• Dedicated communication channels

• Priority response windows

• Deployment or integration assistance

• Account management

Such features are not included in individual consumer plans.

8. Policy Updates

We may update this Support Policy periodically.

Revisions will be reflected with an updated “Last Updated” date.