Support Policy

1. How to Get Support

2. Support Tiers by Plan

Plan	Support Channel	Response Time	Hours
Trial	Email	Up to 3 business days	Mon–Fri
Limited	Email	Up to 2 business days	Mon–Fri
Pro	Priority email	Within 1 business day	Mon–Fri
Small Business	Priority email	Within 1 business day	Mon–Fri
Organisation plans	Dedicated email + phone	Within 4 business hours	Mon–Fri (extended)
Enterprise	Dedicated account manager	SLA-defined (typically 2 hours)	24/5 or 24/7 (by agreement)

Business days are Monday to Friday, excluding UK public holidays. Response time targets are measured from initial receipt of a support request during business hours.

3. What We Support

3.1 In Scope

Our support team can help with:

• Account setup, login issues, and OAuth connection problems
• Scan failures or unexpected classification results
• Quota and billing questions
• Folder creation and organisation issues
• Plan upgrades, downgrades, and cancellations
• Onboarding assistance for organisation plans
• Data export and account deletion requests
• Privacy and data protection queries
• Referral programme questions

3.2 Out of Scope

The following are outside the scope of Mail-Organiser support:

• Microsoft Outlook account issues not related to Mail-Organiser (contact Microsoft support)
• Email delivery issues (contact your email provider)
• Issues with your company's Microsoft 365 tenant configuration (contact your IT administrator)
• Custom integrations not covered by our standard plans
• General email management advice not related to Mail-Organiser

4. Escalation Process

If you are not satisfied with the initial response to your support request:

1. Request escalation in your reply to the support email. Reference your original ticket number.
2. A senior team member will review your case within 2 business days.
3. If still unresolved, you may escalate to our operations team at ops@mail-organiser.com.
4. As a final step, if the matter involves a consumer rights dispute, you may contact the relevant UK Alternative Dispute Resolution (ADR) body or the courts.

5. Contacting Us About Specific Issues

5.1 Reporting a Bug

When reporting a bug, please include:

• The Outlook version you are using (desktop, web, or mobile)
• The operating system and version
• A description of what you expected to happen vs. what actually happened
• Steps to reproduce the issue if possible
• Screenshots or error messages where available

5.2 Reporting a Misclassification

If emails are being consistently misclassified, please email support@mail-organiser.com with:

• The type of emails being misclassified (e.g., "HMRC letters being classified as Marketing")
• The sender domain (e.g., noreply.gov.uk) if comfortable sharing
• An estimate of how frequently this occurs

We do not need you to forward actual emails — subject line patterns and sender domains are sufficient for investigation.

5.3 Refund Requests

To request a refund under our 14-day money-back guarantee, email billing@mail-organiser.com within 14 days of your first payment. Include your account email and the reason for your request (optional). Refunds are processed within 5–10 business days and returned to the original payment method.

6. Service Status

We aim to maintain at least 99.5% uptime for the Mail-Organiser API. In the event of a service disruption, we will communicate status updates via the task pane. Planned maintenance will be communicated at least 48 hours in advance where possible.

7. Fair Use of Support

We ask that support requests are submitted in good faith for genuine issues with the service. Abusive, threatening, or harassing communications to our support team are not tolerated and may result in account suspension.

8. Contact

General support: support@mail-organiser.com
Billing: billing@mail-organiser.com
Security: security@mail-organiser.com