This document says what support and service you can expect from [LEGAL ENTITY NAME] ("we") for the Certified Arborist Pro Instance named in your Order Form. Targets in [brackets] are goals we work to, not guarantees, unless a section says otherwise.
1. How the Service is run
Each Customer has a dedicated server (an Instance) in the United States. We apply updates, monitor that the public address answers, take backups and restore from them. The Instance is a single server: there is no automatic standby copy, so if the server is lost we rebuild it from backup (Section 5). The iOS app saves work on the phone when there is no signal, so crews can keep working through an outage and the work is sent when the Instance is back.
2. Support
- Channels. Email support@certifiedarborist.pro. Phone support and an after-hours emergency line are available only on the plans that include them in the table below [OWNER DECISION: confirm you will staff these before offering them].
- Hours. Monday to Friday, 8:00 a.m. to 6:00 p.m. Central Time, excluding [U.S. federal holidays].
- Who may ask. Your administrators and the support contacts named in the Order Form. Please include the page or screen, what you expected, and what happened.
| Priority | Meaning | First response target (business hours) |
|---|---|---|
| 1 – Urgent | The Instance is down or unreachable, a security concern, or data may be lost | Solo: [next business day] · Crew: [within 4 hours] · Operation: [within 1 hour, and the emergency line outside business hours] |
| 2 – High | An important feature (scheduling, reports, invoicing, email) does not work and there is no workaround | Solo: [next business day] · Crew: [within 1 business day] · Operation: [within 4 hours] |
| 3 – Normal | A question, minor fault, or a request for help using the Service | Solo: [next business day] · Crew: [1–2 business days] · Operation: [1 business day] |
A first response is a person acknowledging the issue and starting work, not a fix. Fix times depend on the cause.
3. Availability
Target: the Instance's web address and API answer at least [99.5]% of each calendar month, measured by our uptime monitor, not counting the exclusions below. Remedy: [OWNER DECISION: no credits / a pro-rated credit of up to [X]% of one month's fee for a month below target, requested within 30 days]. We do not currently publish historical uptime figures.
Excluded from the target: scheduled maintenance announced at least [24 hours] ahead and, where practical, done outside business hours (up to [4] hours a month); emergency security maintenance; faults of providers we depend on (for example the hosting provider, Microsoft, Intuit, Stripe, Apple, map and address-lookup services); problems on your own network, devices or accounts; actions by your users; and events beyond our reasonable control.
4. Updates and maintenance
We deploy updates ourselves. Most take a minute or two, during which the web app may be briefly unavailable. We test before deploying but cannot promise that an update will never cause a fault; we will fix defects we introduce at our own expense. The iOS app is updated through the App Store, and some changes reach it over the air. Changes to features follow Section 2 of the Terms.
5. Backups and recovery
- What is copied. Every night, the database and the uploaded files (photos, attachments, documents) are copied to a separate backup server that we operate, and each copy is checked automatically. We keep the newest [14] nightly copies of each. [VERIFY: weekly server-level snapshots at the hosting provider, if enabled for your Instance.]
- Monitoring. A failed or stale backup raises a flag that we check; the Admin → Data Sync page shows when the last off-site copy was verified once reporting is switched on for your Instance.
- Restore tests. We test a restore into a scratch database at least [monthly].
- Targets. After a failure that needs a restore, we aim to lose no more than about [24 hours] of data (the interval between nightly copies) and to have your Instance serving again within [24 hours] of the decision to restore. Encryption keys for stored credentials are kept separately from the backups; after a restore, connected email or payment accounts may need to be reconnected if a key is not available.
- Your own copy. You can run Export Everything or take an in-app backup at any time (Admin → Data Sync). The Operation plan [includes a quarterly export delivered to storage you control — OWNER DECISION: confirm you will perform this].
6. Security incidents
If we confirm that your Customer Data was accessed, lost or disclosed without authorization, we will tell your account owner by email without undue delay and in any event within [72 hours] of confirmation, and then give what we know: what happened, what data was involved, what we have done, and what we recommend you do. We will keep you updated and cooperate with your own legal notices. Details of how we protect data are in the Data Processing Addendum.
7. Getting your data back
You can export everything yourself at any time. After the agreement ends, your return window is [30] days, as set out in Section 6 of the Terms: the export includes your records as CSV files, your photos in folders by client and job, email attachments, signature images and, optionally, report PDFs.
8. Supported platforms
| Platform | Supported |
|---|---|
| Web app: Chrome, Edge, Firefox | Current and previous major version |
| Web app: Safari, iPadOS, iOS | Safari 15 or newer |
| Not supported | Internet Explorer, Safari older than 15, Android WebView older than version 100 |
| iOS field app | The iOS version required by the current release on its App Store page [VERIFY the minimum for the build in the store] |
| Android app, desktop (Mac/Windows) app | Not offered. An earlier standalone desktop program is discontinued and unsupported |
9. What is not covered
- Third-party Integrations (Microsoft 365 mail, Stripe, QuickBooks, address and map lookups). We will help you reconnect them but do not guarantee them.
- Features in testing or labelled beta, and anything not part of the Service under Section 2 of the Terms.
- Faults caused by unsupported browsers or devices, changes you make outside the app (for example to your Microsoft 365 settings), or data imported from other systems that was incomplete or wrong at the source.
- Custom work, extra PDF templates or domain-specific rules not included in your plan, which are quoted separately.
10. Your part
Keep your account-owner and support contacts current, switch off logins for people who leave, keep your own mailbox and payment accounts in good standing, stay within your plan's caps, and tell us quickly about anything that looks wrong.