Support Policy

ChemCal Pro Support Policy

Effective date: July 16, 2026

Last updated: July 17, 2026

Document ID: CCP-LEGAL-SUP-001

Version: 1.1

This Policy describes standard support for self-service ChemCal Pro subscriptions. It does not create an uptime SLA or guaranteed response or resolution time.

1. Standard support channel

Support requests may be submitted to info@chemcalpro.com with the subject “Support Request.” Customer should provide the organization name, affected user, feature, device/browser, time of issue, steps taken, expected result, actual result, and a screenshot where safe.

Do not send passwords, magic links, full payment-card numbers, private keys, unnecessary personal data, or pesticide-company customer/job records.

2. Staffed support hours

Standard support is generally staffed:

Tuesday through Thursday, 9:00 a.m. to 3:00 p.m. Central Time, excluding U.S. federal holidays, announced closures, and circumstances beyond ChemCal Pro’s reasonable control.

Requests may be submitted at any time. Requests received outside staffed hours are ordinarily reviewed during a later support period.

These are support availability windows, not guaranteed response times or business operating hours.

3. Priority definitions

P1 Critical

Definition: Complete production outage affecting substantially all Customer users, or a confirmed critical security incident affecting Customer Personal Data

Examples: Service unavailable; confirmed cross-tenant exposure

P2 High

Definition: Major production function unavailable for multiple users with no reasonable workaround

Examples: Login blocked for active organization; posted calculators broadly unavailable

P3 Normal

Definition: Material feature impairment with a workaround or limited user impact

Examples: Upload problem; one workflow fails while another path works

P4 General

Definition: Question, cosmetic issue, documentation issue, configuration help, or feature request

Examples: How-to question; visual defect; enhancement idea

ChemCal Pro may reclassify a request based on verified impact, scope, security, and available workaround.

4. Standard support commitment

ChemCal Pro will use commercially reasonable efforts to review and respond to support requests during staffed hours. Investigation and resolution may depend on Customer cooperation, reproduction, third-party providers, product vendors, or changes outside ChemCal Pro’s control.

Response and resolution times are not guaranteed for self-service subscriptions. ChemCal Pro does not currently provide 24/7 support.

5. Security reports

Suspected unauthorized access or exposure should be sent to info@chemcalpro.com with the subject “Security Report.” The initial message should describe the affected account or organization, time, observed behavior, and contact information. Do not include exploit code, credentials, or sensitive data unless ChemCal Pro provides a secure method.

The priority label does not determine whether an event is legally reportable. ChemCal Pro will assess confirmed incidents under its incident-response process and DPA.

6. Support scope

Standard support includes reasonable assistance with:

• account access and invitations;
• use of existing ChemCal Pro features;
• reproducible errors;
• billing and cancellation routing;
• suspected security issues; and
• clarification of ChemCal Pro documentation.

Standard support does not include:

• pesticide recommendations, label interpretation, legal advice, regulatory determinations, or certification of use;
• verification of Customer formulas, rates, units, registrations, licenses, or technician qualifications;
• custom data entry, bulk migration, calculator configuration, or professional services unless separately purchased;
• support for third-party devices, networks, browsers, or services outside reasonable compatibility efforts; or
• customer/job/treatment/compliance recordkeeping.

7. Customer responsibilities

Customer must provide accurate information, maintain an authorized contact, cooperate with reasonable troubleshooting, protect credentials, test Customer-controlled configuration, and verify pesticide information against controlling documents.

ChemCal Pro may close a request when the issue is resolved, cannot be reproduced after reasonable investigation, is outside support scope, or Customer does not provide requested information after reasonable follow-up.

8. Maintenance and service events

ChemCal Pro may perform maintenance and emergency changes. Where reasonably practicable, ChemCal Pro will provide advance notice of material planned disruption. Emergency security or reliability work may occur without advance notice.

9. Enterprise support and SLA

Enhanced hours, named contacts, response targets, uptime commitments, service credits, and escalation procedures apply only if stated in a signed enterprise MSA, order form, or SLA.

10. Contact

ChemCal Pro LLC

63 Marino Drive

Missouri City, Texas 77459

United States

Email: info@chemcalpro.com