AddSync Support Policy
How we help when something does not work as expected: how to reach us, how fast we reply, and what we cover for Mail AI and Sync.
The short version
One address for every question: contact@add-sync.com.
Monday to Friday, 9:00 to 17:00 CET.
From 4 business hours for critical problems.
We cover AddSync. We help you find where other problems are.
Maintenance and changes are announced before they happen.
If a case is stuck, ask for it to be escalated.
1. How to reach us
We offer support by email for all customers, trial and pilot users, and partners.
Email: contact@add-sync.com
Form: Open the contact form and choose the topic Support
Language: English
Please write from the address of your administrator, so that we can see which account your question belongs to. We answer by email, and for complex cases we may arrange a short call.
2. Support hours
Support is available Monday to Friday, 9:00 to 17:00 Central European Time, except public holidays in Poland. "Business hours" and "business days" in this policy mean these times. You can write at any time, and we answer in the next support period.
3. Severity and response targets
We set the severity together with you, based on how much your work is affected. The response target is the time until a person replies with a first answer. It is a target, not a guarantee of a solution time.
| Severity | What it means | First reply | What happens next |
|---|---|---|---|
| Critical | The service is down or data is at risk for all of your users, or a security problem. | 4 business hours | Work continues until it is solved or a workaround is in place |
| High | A main feature does not work for many users, and there is no workaround. | 1 business day | Regular updates until solved |
| Normal | A feature works in part, or one user is affected, or a workaround exists. | 2 business days | Updates when there is news |
| Low | A question, a how-to, or a request for a feature. | 3 business days | Answered, and logged for planning |
Customers with an order form can agree faster targets or a named contact with us.
4. What to send us
A good first message helps us solve the problem faster. Please include:
- your company name and the email address of the administrator;
- the product (Mail AI or Sync) and the systems you connect, with their versions, for example Exchange Server 2019;
- what you expected, what happened, and when it started;
- the affected users or items, and any error text;
- screenshots, and the time of a recent example so that we can find it in our logs;
- what you have already tried.
Never send passwords or secret keys. We do not need mailbox passwords to help you.
5. What we cover
We help with
- setting up and connecting your systems to AddSync;
- sync rules, directions and conflicts;
- AddSync AI settings, data filters, approvals and the journal;
- errors and delays in AddSync;
- licences, accounts and billing questions;
- how to use the features that are documented.
We do not cover
- the AI tool or AI provider that you use with AddSync AI;
- running, repairing or upgrading your servers, tenants and networks;
- third-party software and the services that you connect;
- custom development and consulting, unless agreed in writing;
- training of your staff;
- features that are not part of your plan.
When a problem is outside this scope, we still try to show you where it is, so that you can fix it or ask the right provider.
6. Supported systems
We support the connection of AddSync to these systems, in the versions that their makers support:
- Exchange Server 2016, 2019 and Subscription Edition
- Microsoft 365
- Outlook.com
- Google Workspace and Google Calendar
- Apple iCloud: calendar and contacts
- HCL Domino
- Zoom
- WebDAV and CalDAV: calendar only
Not every feature exists for every system. For example, tasks are not supported for iCloud, and CalDAV covers calendars only. See the page of each system for details.
7. Your responsibilities
- Keep the contact details of your administrator current.
- Give us the information that we ask for, and access that you control, such as a test mailbox, when it is needed and safe.
- Keep your own systems, permissions and licences in a state that allows AddSync to work. For Exchange, this includes the service user and its permissions.
- Check AI output before relying on it, as described in our Terms and Conditions.
8. Maintenance and incidents
We update AddSync regularly. We announce planned work that may affect you by email to your administrator, and we try to do it outside business hours. When a serious incident affects customers, we tell the affected administrators, give updates until it is solved, and explain the cause after it is closed.
9. Versions and end of support
We keep AddSync up to date for all customers, so there are no old versions to run. When a connected system, such as an Exchange Server version, reaches the end of support by its maker, we may end support for it with at least 90 days' notice.
10. Escalation
If your case is not moving or you disagree with its severity, reply to the message and write "Escalate" at the start. A senior member of the team then reviews it. You can also write to contact@add-sync.com with the case reference.
11. Security reports
If you find a security problem in AddSync, write to contact@add-sync.com with the subject "Security". Please do not publish it before we have had time to fix it. We treat these reports as critical, and we thank you for your help.
12. Premium support
Larger customers and partners can ask for faster response targets, a named contact, or a scheduled review. We agree these in writing, and they replace the targets in this policy for your account.
13. Contact
Hadar Company S.A.
Calle 50, Edificio Frontenac, piso 4, oficina 5B, Panama
Email: contact@add-sync.com
Support questions
How do I contact AddSync support?
Write to contact@add-sync.com or use the contact form and choose the topic Support. Include your company, the system you connect and what you see, and we reply by email.
When is support available?
Monday to Friday, 9:00 to 17:00 Central European Time, except public holidays in Poland. Messages sent outside these hours are answered on the next business day.
How fast do you reply?
Our targets for the first reply range from 4 business hours for a critical problem to 3 business days for a general question. The table above shows each level. They are targets, not guarantees.
Do you help with my AI tool, Exchange server or Microsoft 365 tenant?
We help you connect them to AddSync and find out whether a problem is on our side or yours. We cannot support the AI tool itself or run your server, but we point you in the right direction.
Can I get faster support or a dedicated contact?
Yes, for larger customers. Write to us, and we agree it in an order form.
How do I report a security problem?
Write to contact@add-sync.com with the subject Security. We treat it as critical and reply as soon as we can.
Need help now?
Write to us, and a person will answer in the next support period.
