Support Policy

1. Standard Support Channel

Standard Ship2Invoice support is available through:

support@ship2invoice.com

Additional support channels may be offered for a particular customer or engagement.

2. Standard Support Scope

Standard Ship2Invoice support may include:

• installation and activation assistance;
• license and entitlement questions;
• Company Profile configuration;
• supported QuickBooks integrated-application issues;
• Shipping Method configuration;
• Invoice Rules and Customer Rules;
• Observe Only and Live Invoicing behavior;
• Diagnose Sales Order interpretation;
• Needs Attention interpretation;
• Automation Schedule and scheduled-task issues;
• software update and rollback assistance;
• Support Bundle review; and
• investigation of suspected Ship2Invoice defects.

3. Safe First Response

When an issue may affect invoice correctness, duplicate prevention, company identity or another material accounting result:

1. switch the affected Company Profile to Observe Only;
2. do not repeatedly rerun the same Live transaction;
3. record the Sales Order and approximate time;
4. review Needs Attention, Diagnose Sales Order and available run reports;
5. review the resulting QuickBooks activity; and
6. contact support if the result remains unexplained.

4. Supported Environment

Standard support assumes use within the currently Supported Environment .

A Simple Solution may investigate an unsupported configuration but does not guarantee that it can be made compatible or supported.

5. Customer Responsibilities

Customer is responsible for:

• maintaining supported Windows and QuickBooks software;
• maintaining appropriate QuickBooks and system backups;
• protecting credentials and access to its systems;
• providing accurate configuration and workflow information;
• reviewing initial or material Live results;
• avoiding conflicting manual activity during controlled tests; and
• promptly reporting suspected duplicate or unintended transactions.

6. Information Support May Request

Support may request information such as:

• customer or company name;
• Ship2Invoice version;
• License ID and Installation ID;
• Company Profile involved;
• Sales Order number;
• approximate issue date and time;
• expected and actual behavior;
• screenshots or error text;
• Diagnose Sales Order output;
• run reports; and
• a Ship2Invoice Support Bundle.

7. Support Data

Support Bundles and troubleshooting materials may contain business information. Their handling is described in the Privacy Policy.

Customers should not send passwords, payment-card information, bank-login credentials, private signing keys, PFX/P12 private-key files or QuickBooks Online OAuth secrets.

8. Response Expectations

A Simple Solution prioritizes support based on business impact and safety.

Unless a separate written agreement expressly provides otherwise, standard support does not include guaranteed response times, resolution times, uptime commitments or twenty-four-hour support.

9. Priority Guidance

Issues involving an unintended invoice, suspected duplicate, cross-company transaction or inability to safely use Live Invoicing should be treated as high-priority operational issues.

Live automation should remain paused or in Observe Only for the affected workflow until a material safety issue is understood.

10. Out of Scope

Standard product support does not normally include:

• general QuickBooks bookkeeping or accounting training;
• repair of corrupted QuickBooks company files;
• accounting, tax or legal advice;
• Windows, network or hardware administration unrelated to Ship2Invoice;
• malware remediation;
• support for unrelated third-party software;
• unsupported remote or hosted QuickBooks environments; or
• custom software development not included in the supported product.

Custom development or implementation services may be separately scoped when appropriate.

11. Versions and Updates

A Simple Solution may require installation of a supported Ship2Invoice version before investigating an issue that has already been corrected in a later supported release.

Customers should follow the Updates, Backup & Recovery guidance when installing material updates.

12. Third-Party Products

Support may assist in determining whether an issue involves Ship2Invoice interaction with QuickBooks, Windows or another supported dependency.

A Simple Solution does not control third-party products and cannot guarantee correction of defects, outages or policy changes caused by a third-party provider.

13. Data Recovery

Ship2Invoice support does not replace the customer's own QuickBooks, Windows or business-data backup procedures and does not guarantee recovery of lost or corrupted third-party data.

14. Relationship to the EULA

This Support Policy supplements the Ship2Invoice End User License & Subscription Agreement .

If a customer Order expressly includes different support terms, the Order controls for those customer-specific terms.

15. Contact

A Simple Solution, LLC
Ship2Invoice Support
support@ship2invoice.com