Support Policy
Version 2.0Effective September 1, 2026Current policy
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ChemCal Pro Support Policy
Version 2.0 | Effective date: September 1, 2026
Application of this version. This version applies when made available and incorporated into the customer agreement through the applicable notice and acceptance process. The effective date above does not establish earlier acceptance or change rights that have already accrued.
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1. Scope
1.1 This Policy describes the standard support ChemCal Pro LLC ("ChemCal Pro") provides with the ChemCal Pro standard subscription. It is incorporated into the ChemCal Pro Terms of Service and uses the definitions in that agreement. Where ChemCal Pro has recorded different support arrangements for a customer, those recorded arrangements govern for that customer.
1.2 This Policy does not create a service-level agreement. It does not promise an uptime percentage, a response time, a resolution time, or around-the-clock coverage.
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2. How to reach support
2.1 Email `support@chemcalpro.com`. That address is delivered to ChemCal Pro's monitored business mailbox and is the route for support, billing questions, privacy requests, security reports and legal notices.
| Subject line | Use it for |
|---|---|
| Support Request | A problem, question, or help using a feature |
| Billing Question | An invoice, charge, credit, or billing error |
| Refund Request / Cancellation Request | A request under the Refund and Cancellation Policy |
| Security Report | A suspected security issue |
| Privacy Request / Privacy Complaint | A request under the Privacy Notice |
| Legal Notice | A formal notice under the Terms of Service |
2.2 Include the customer organization, affected user, feature or page, device and browser, when the issue occurred, what was tried, what was expected, what happened, and a screenshot where it is safe to send one.
2.3 Do not send passwords, sign-in or magic links, complete card or bank-account numbers, private keys, unnecessary personal information, or records about Customer's own end customers or their premises. If ChemCal Pro needs sensitive material, it will provide an appropriate route.
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3. Review and response
3.1 Requests may be sent at any time. ChemCal Pro reviews and responds to them as reasonably practicable, considering urgency, impact, available information and operational availability.
3.2 ChemCal Pro does not publish fixed staffed-email hours and does not guarantee a response or resolution time. Statutory privacy, security and incident duties apply according to applicable law and the Data Processing Addendum, regardless of support availability.
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4. Booking a call
4.1 A 45-minute consultation or support call can be booked at `https://meet.chemcalpro.com/consultation`.
4.2 The booking page shows current availability, the required notice period and meeting details. ChemCal Pro may block dates, change availability, or add times without changing this Policy.
4.3 A booked call produces a calendar invitation and video-meeting link. Booking uses a third-party scheduling platform; the Privacy Notice describes what that platform receives.
4.4 A booked call is a convenience. It is not a guaranteed escalation route and does not create a response or resolution commitment.
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5. What support covers, and what it does not
5.1 Standard support includes reasonable assistance with:
- account access, invitations and roles;
- using the features ChemCal Pro provides;
- configuring products, documents, Guided Setup Types, Platform Guides and Customer Calculators as a matter of using the software;
- reproducible errors and defects;
- billing questions and routing a cancellation or refund request;
- suspected security issues; and
- clarifying ChemCal Pro's own documentation.
5.2 Standard support does not include:
- pesticide recommendations, label or labeling interpretation, regulatory determinations, legal advice, or certification that a product, use, rate, site, method or interval is appropriate or lawful;
- verification of Customer's formulas, rates, units, registrations, permits, licences or technician qualifications;
- confirmation that a document in Customer's account is the current approved version;
- data entry, bulk migration, or building Customer's calculators unless separately agreed;
- support for third-party devices, networks, browsers or services beyond reasonable compatibility effort; or
- application, treatment, customer, job or compliance recordkeeping.
5.3 ChemCal Pro can explain how the software works. ChemCal Pro does not decide what to apply, at what rate, where, or whether it is lawful. No support interaction changes Customer's responsibility under the Terms of Service.
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6. Reporting a suspected security issue
6.1 Send a Security Report to `support@chemcalpro.com`, describing the affected account or organization, when it happened, what was observed, and how to reach you.
6.2 Do not include exploit code, credentials or sensitive personal data in a first message. ChemCal Pro will provide a suitable route for further detail if needed.
6.3 ChemCal Pro's incident-notification and response duties are set out in the Data Processing Addendum and applicable law. A support priority does not decide whether an event is legally reportable.
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7. Priorities
ChemCal Pro uses these labels to order work. They are not response commitments, and ChemCal Pro may reclassify a request based on verified impact, scope, security and the availability of a workaround.
| Priority | Meaning | Examples |
|---|---|---|
| P1 — Critical | A complete production outage affecting substantially all of a customer's users, or a confirmed critical security incident affecting personal data | The Service is unavailable; confirmed exposure of one organization's data to another |
| P2 — High | A major production function is unavailable to multiple users with no reasonable workaround | Sign-in blocked for an active organization; published calculators broadly unavailable |
| P3 — Normal | A material feature is impaired, but there is a workaround or impact is limited | An upload fails on one path while another works |
| P4 — General | A question, cosmetic issue, documentation issue, configuration help, or feature request | “How do I…?”; a visual defect; an idea |
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8. Cooperation, maintenance and enhanced arrangements
8.1 Investigation can depend on Customer's cooperation, reproducibility, third-party providers, product manufacturers and circumstances outside ChemCal Pro's control.
8.2 Customer should provide accurate information, keep an authorized contact, cooperate with reasonable troubleshooting, protect credentials, test its own configuration and verify pesticide information against the controlling documents.
8.3 ChemCal Pro performs maintenance and may make emergency changes. Where reasonably practicable, ChemCal Pro will give advance notice of a material planned disruption. Emergency security or reliability work may occur without advance notice.
8.4 Enhanced hours, a named contact, response targets, uptime commitments, service credits or an escalation procedure apply only if stated in a separately signed agreement. ChemCal Pro does not currently offer a separate enterprise support product.
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9. Contact
ChemCal Pro LLC
`support@chemcalpro.com`
Booking: `https://meet.chemcalpro.com/consultation`