Clear support boundaries. A better path to resolution.

Authorized support channels may include email, telephone, an online form, a customer portal, a ticketing system, scheduled meeting, or another channel identified in the applicable agreement.

• Email: info@koolandtech.com
• Telephone: +1 850 403 5551
• Portal or ticketing: When provided for the Customer or service.

Messages sent through social media, personal messaging apps, informal conversations, or individual employee accounts may not create or preserve a support ticket.

Standard support is provided during the business hours, business days, time zone, and holiday schedule stated in the applicable agreement or support plan.

Unless expressly included, support is not continuously monitored and does not include 24x7 coverage, nights, weekends, holidays, standby service, or guaranteed immediate response.

After-hours or emergency coverage may require a separate plan, advance arrangement, minimum charge, premium rate, or authorized on-call service.

A support request should include enough information to understand and reproduce the issue:

• Customer, authorized contact, and affected service.
• Business impact, urgency, number of affected users, and deadline.
• Environment, company, database, tenant, application, page, workflow, or integration involved.
• Steps performed, expected result, actual result, and whether the issue can be reproduced.
• Error message, timestamp, screenshots, record references, logs, and relevant recent changes.
• Available workaround and safe contact information.

Do not send passwords, full payment-card data, private keys, recovery codes, or unnecessary regulated information.

Kool&Tech may assign or adjust priority based on verified business impact and urgency, not solely on the label selected by the requester.

Response and resolution targets, if any, are defined only in the applicable Service Level Agreement or support plan.

A P1 request requires an authorized Customer contact who can remain available, provide timely access and decisions, test workarounds, coordinate affected users, and continue collaboration while active work is requested.

If the issue is not reproducible, impact decreases, a workaround restores operations, required access is unavailable, or the Customer cannot remain engaged, Kool&Tech may reclassify the request.

Security incidents should also follow the Security & Trust Center and applicable incident-reporting instructions.

Depending on the agreement, eligible activities may include:

• Triage, troubleshooting, error investigation, and reasonable break-fix assistance.
• Guidance on existing configuration, workflows, access, and standard functionality.
• Review of logs, integrations, jobs, webhooks, permissions, and recent changes.
• Correction of a verified defect in a Kool&Tech deliverable covered by an active warranty or maintenance scope.
• Minor configuration adjustments expressly allowed by the plan.
• Vendor case preparation and coordination where Kool&Tech is authorized to assist.
• Documentation of findings, workaround, resolution, or recommended next step.

Unless expressly included, support does not cover:

• New modules, features, integrations, reports, dashboards, websites, automations, AI functions, or custom development.
• Implementation of a new company, process, department, database, tenant, warehouse, legal entity, or use case.
• Business-process redesign, discovery workshops, formal consulting, audit work, compliance certification, or legal, tax, and accounting advice.
• Bulk data entry, data cleansing, reconciliation, migration, historical correction, or content creation.
• Training programs, onboarding projects, documentation programs, or repeated instruction unrelated to an incident.
• Unsupported software, unlicensed products, unauthorized third-party modules, or systems outside the agreed lifecycle.
• Customer hardware, networks, devices, internet, electrical service, printers, local software, or infrastructure unless included.
• Work caused by unauthorized changes, misuse, policy violations, compromised credentials, or failure to follow documented instructions.

A request that changes requirements, architecture, workflow, business rules, data model, user experience, integrations, reporting, automation, security design, or deliverables may be classified as a change request rather than support.

Kool&Tech may provide an estimate, change order, separate proposal, SOW, project phase, or professional-services authorization before beginning out-of-scope work.

Investigation time used to determine that a request is out of scope may still be billable under the applicable plan.

Customers must:

• Maintain authorized support contacts and accurate escalation information.
• Provide lawful, timely, and secure access necessary for troubleshooting.
• Maintain applicable licenses, subscriptions, vendor accounts, backups, and payment status.
• Describe impact accurately and disclose recent changes or third-party activity.
• Preserve evidence and avoid uncoordinated changes during an active investigation.
• Test proposed changes and provide timely acceptance or feedback.
• Maintain endpoint, network, identity, and user controls under Customer responsibility.
• Use supported software and follow vendor and Kool&Tech instructions.

Remote support may use Microsoft Teams, screen sharing, remote-assistance software, vendor consoles, temporary access, delegated administration, or another approved method.

Access requires Customer authorization and should be limited to the systems, permissions, duration, and purpose reasonably necessary. Kool&Tech may refuse shared passwords, insecure access methods, excessive privileges, or unmanaged tools.

The Customer should close confidential records not required for the session and ensure an authorized person is present when appropriate.

Support is performed according to applicable confidentiality, privacy, security, and data-processing commitments.

• Use least privilege and approved access methods where practical.
• Do not provide unnecessary Personal Data or secrets in tickets.
• Sanitize logs and screenshots when possible.
• Report suspected compromise, data exposure, or unauthorized access promptly.
• Follow relevant retention, evidence, and incident-response requirements.

The Privacy Policy, Data Processing Addendum, Security & Trust Center, and applicable agreement govern related processing.

Kool&Tech may assist with cases involving Odoo, Microsoft, Twilio, payment providers, hosting services, carriers, modules, APIs, or other vendors when authorized and within scope.

Vendor support, eligibility, product lifecycle, severity, response, remediation, release schedule, data requirements, and final resolution remain subject to the vendor's terms and capabilities.

Kool&Tech does not guarantee a vendor response time, fix, feature, credit, refund, or restoration. Customer cooperation may be required to open or maintain a vendor case.

Odoo support depends on edition, version, hosting model, subscription, customizations, third-party modules, database ownership, and the active Kool&Tech scope.

Standard Odoo product defects may require escalation to Odoo. Custom code, Studio changes, automated actions, integrations, legacy versions, community modules, and self-hosted infrastructure may require separate diagnosis or maintenance.

An issue caused by unsupported or modified software may require upgrade, replacement, rollback, redevelopment, or a separate project.

Microsoft support depends on the Customer's tenant, licenses, administrative access, subscription channel, support entitlement, service health, configuration, and the active Kool&Tech agreement.

Kool&Tech may triage and assist with Microsoft 365, identity, email, collaboration, device, or Power Platform issues when included, but Microsoft controls its cloud services, product changes, service incidents, and vendor escalation outcomes.

Integration support may address existing APIs, webhooks, scheduled jobs, authentication, mappings, validation, errors, and synchronization behavior within scope.

Third-party API changes, expired credentials, rate limits, schema changes, vendor outages, new data requirements, increased volume, or altered business rules may require reconfiguration, redevelopment, testing, or a change order.

Support does not guarantee recovery of transactions that a third party did not accept, retain, or expose through its platform.

When KoolArchitect becomes available, support may include account access, subscription and billing inquiries, platform incidents, workflow behavior, documentation functions, AI-assisted features, and supported integrations according to the applicable plan.

Support will not guarantee that AI output is accurate, unique, complete, fit for a particular decision, or free of limitations. Users remain responsible for validating outputs and approving consequential actions.

Support may be prepaid, subscription-based, retainer-based, hourly, project-based, per incident, or otherwise priced in the applicable agreement.

Time may include investigation, reproduction, communication, meetings, remote sessions, vendor coordination, testing, documentation, deployment, and follow-up. Minimum increments, rollover, expiration, overage, travel, and after-hours charges are governed by the applicable commercial terms.

Kool&Tech may pause support for overdue balances, exhausted hours, expired coverage, missing authorization, or material breach.

A request may be considered resolved or closed when:

• A correction, workaround, answer, or documented recommendation is provided.
• The issue cannot be reproduced after reasonable investigation.
• The root cause belongs to a Customer or third-party system outside scope.
• The request requires a change order or separate project.
• The requester confirms resolution or does not respond after reasonable follow-up.
• The relevant service, license, plan, or agreement ends.

Closure does not guarantee that an underlying vendor limitation or unsupported condition has been eliminated.

Unless a managed backup or recovery service is expressly included, the Customer is responsible for current, tested, recoverable backups and continuity procedures.

Support activity may require restoration, rollback, staging, maintenance windows, or vendor recovery. Recovery objectives, data restoration, disaster recovery, and high availability apply only when expressly agreed.

Support communications must remain professional, lawful, and respectful. Threats, harassment, discriminatory conduct, credential abuse, spam, fraud, or attempts to bypass scope, billing, access, or security controls are prohibited.

Kool&Tech may restrict contacts, channels, access, or service when necessary to protect personnel, Customers, systems, evidence, or legal compliance.

This Support Policy describes general operating rules. It does not itself establish guaranteed response times, resolution times, uptime, service credits, support hours, included hours, or 24x7 coverage.

Any Service Level Agreement, support plan, SOW, order, retainer, subscription, or signed agreement controls for specific commitments. The Terms & Conditions control commercial and legal matters not specifically addressed here.

Kool&Tech may update this Support Policy as services, support plans, platforms, channels, vendors, and operating practices evolve.

An update does not modify a signed agreement unless that agreement permits the change or the parties accept it.