Support and Service Policy

In short (not part of the policy)

E-mail support at [email protected] on business days; a first answer within 2 business days is a target, not a guarantee.

Not included: data entry, tax or accounting advice, custom work, recovering data without a Backup, PC or network repair.

We sign in to your PC only in a Support Session you arrange.

No uptime promise for our License Server; the Software keeps working up to 30 days without it, unless your License Key expires first (a Monthly key: the paid month plus 5 days, then a 14-day Grace Period).

Bought from a Reseller? Ask your Reseller first.

LivingRoom Support and Service Policy Draft 2 of 2026-10-25 - not yet in effect

This Support and Service Policy ("Policy") is published by Point of the Mountain Software LLC, a Utah limited liability company ("Company", "we", "us", "our"), for its LivingRoom software ("Software"). It is part of our Terms of Service. Capitalised words have the meaning given in our End User License Agreement ("EULA") and Terms of Service. If this Policy differs from the EULA, the Terms of Service or our Beta, Coming Soon and AI Assistant Terms, those documents apply.

1. What this Policy promises

1.1 Support is help with the Software, by e-mail and, where needed, in a Support Session (section 9).

1.2 Targets, not guarantees. Times in this Policy are targets. Missing one does not by itself give a right to a refund, credit or damages; our Refund Policy still applies. We do not promise that every problem can be solved or every defect fixed, or by a particular date.

1.3 This Policy adds nothing to the EULA's limited warranty (EULA section 14.3). Liability for support is limited as EULA section 15 states (Terms of Service section 14).

2. Who can get support

2.1 Customers with an active Monthly, Yearly or Lifetime License.

2.2 Trials: best effort, after paying Customers.

2.3 After a License ends, we still help you renew or buy, and view, export and back up Customer Data. [to be confirmed]

2.4 Customers of a Reseller ask their Reseller first (EULA section 13.2); we help directly where the Reseller asks, for a security problem, or for a defect affecting many customers. If your Reseller stops trading, or does not answer a support request within 5 business days, you may contact us directly, and we will support you as a direct customer until your License Key expires.

2.5 Resellers get e-mail support for the Reseller Portal and, as second line, for their Customers (Reseller Agreement section 8).

2.6 Who may ask. We support the Customer (its Admins and the people it names to us in writing), not its clients or their staff (EULA section 2.3). Before we send a License Key, reset activations, give an Override Code or restore code, or hold a Support Session, we may ask you to confirm you act for the Customer, for example by writing from the e-mail address on the License Key or Order.

3. How to contact us

3.1 E-mail: [email protected] (linked under About › Support & Licensing).

3.2 No phone or chat support.

3.3 Support is given in English.

3.4 Payments: When you buy or renew a License, you buy it from Paddle, our online reseller and Merchant of Record (Terms of Service section 2). When you request a Trial, apply for the New Business discount, contact our support or use our Website, your contract is with the Company. Payment questions: Paddle (link in your receipt; Admins: Manage subscription). Refunds: our Refund Policy. Plan changes the Software cannot make (Terms of Service section 7.3): write to us.

3.5 Security problems: [email protected] (section 12).

4. Support hours and response target

4.1 Business days: Monday to Friday, except US federal and Utah state holidays. A request received after 17:00 Mountain Time or on another day counts from the next business day.

4.2 We aim to send a first answer from a person (a solution, a question or our next step) within 2 business days. Later replies follow as soon as we reasonably can.

4.3 If we expect to be away for more than 3 business days, an automatic reply gives our return date. [to be confirmed]

5. Problems that stop you working

5.1 For example: the Software will not start or seems wrongly in Read-Only Mode; a new or replacement PC cannot be activated (section 6.2); users cannot work, apparently because of the Software; Customer Data seems missing or damaged, or a restore failed; or a security problem (section 12).

5.2 Start the subject with "Urgent". We look at these first and, when we can, outside business hours: best effort, with no promised fix time.

6. What support includes

6.1 Support includes:

(a) installing and activating the Software, its Updates and Office Server Mode, and what it needs from your PC and network;

(b) License questions, a lost License Key, moving to a new PC (section 6.2) and Override Codes (section 10.3);

(d) problems and defects: we look into them and, for a defect, give a workaround where there is one and fix it in an Update where we reasonably can, deciding whether and when;

(e) Beta Features, as far as we can (our Beta, Coming Soon and AI Assistant Terms); and

(f) restoring your own Backups, including a restore code for a Backup made under another License Key (used with that key) and, in a Support Session, a restore in Read-Only Mode.

6.2 Moving to a new PC. A License Key bought online or from a Reseller works on one PC; a second PC is refused (the first keeps working). Tell us and stop using the key on the old PC; we then reset the activations (EULA section 4.6), aiming to do so within two business days of your e-mail. Until then the new PC cannot activate the key or restore a Backup, so if your PC has failed, mark your e-mail "Urgent" (section 5).

7. What support does not include

7.1 Support does not include:

(a) entering, importing, cleaning up or correcting your data;

(b) bookkeeping, or tax, accounting, financial or legal advice (EULA section 14.1);

(d) training courses, on-site visits or advice on your business processes;

(e) recovering Customer Data without a usable Backup, or that only a lost Backup Password or Recovery Code opens (we hold no copy and never know those: EULA section 8);

(f) installing, repairing or tuning Windows, PCs, printers, scanners, networks, firewalls, antivirus, e-mail servers or other software (we say what the Software needs: section 6.1(a));

(g) Third-Party Services themselves: your accounts, their approvals, outages and data accuracy (EULA section 9);

(h) Coming Soon Features, which are off (except in a test under our Beta, Coming Soon and AI Assistant Terms); and

(i) versions we no longer support (section 11), Software changed by anyone but us, or use in breach of the EULA or our Acceptable Use Policy.

7.2 Help with anything on this list is a courtesy and does not oblige us to do it again.

8. How to ask so we can help quickly

8.1 Please include the e-mail address on your License Key or Order, the version, what happened and any message. For a move or a lost key, your order number or that e-mail address is enough; you need not send the License Key itself.

8.2 Support file: an Admin can make one, also in Read-Only Mode (About › Send to support; EULA section 10.6). It cannot remove everything (a name of one of your customers in a log line may remain), so check it before sending. Nothing is sent to us automatically.

8.3 Never send us users' passwords, your Backup Password or your Recovery Code. We will never ask for them.

8.4 Files with Customer Data. Sending a sample file we ask for is your choice; remove what you can first. We use it only for that problem and keep it confidential. We delete files you send us, and Customer Data noted in a Support Session, within 30 days after the case is closed, unless you ask otherwise or the law requires us to keep them [not yet available]; we keep support e-mails 3 years after the last contact [not yet available]. More in our Privacy Policy; where our Data Processing Addendum applies, it also governs Customer Data we handle for you.

9. Support Sessions

Support Sessions work as EULA section 10 describes (confidentiality: section 10.5), with these additions:

9.1 Only when you arrange it, at an agreed time, through a connection you start (EULA section 10.1).

9.2 You choose the tool from those we can join; we do not record the session. [to be confirmed]

9.3 The Support Token (valid 4 hours unless agreed longer, never over 7 days: EULA section 10.2) works only in an Installation with your License Key, on the PC holding the data, and we use it only in Support Sessions you arrange. Until a License Key (paid or Trial) is entered, we can only watch your shared screen. To make the token we may ask for the Support Fingerprint shown on the License page (and on the sign-in screen): it identifies your installed License Key but is not the key or a password, so you need not send us the key.

9.4 The end time shown ("Vendor · expires") can move later while we work, never past the token's expiry.

9.5 Powers (EULA section 10.3): everything an Admin can do, plus restoring Backups (also in Read-Only Mode), issuing Backup restore codes, deleting users, creating or changing roles, clearing the Activity Log and permanently deleting an archived Company File. We do only what your request needs, tell you before changing Customer Data or settings, and delete users or Customer Data, create or change roles, clear the Activity Log or reset the Installation only on your Admin's written request. [to be confirmed]

9.6 A Support Session cannot change or reset passwords, create users, password recovery keys or Recovery Codes (or see a Recovery Code), create Reporting API or web companion keys, change your Subscription's Plan, or accept the EULA, a new version of it or the AI Assistant's consent for you; if asked to, we end the session without accepting and ask your Admin. [not yet released]

9.7 What is recorded: our sign-in and every Activity Log or audit-trail entry written in the session (the kinds of changes recorded for any user), marked "(vendor access)" or "[vendor access]" for your Admins to see; not viewing or searching. Your Installation also records each Support Session's start and end, on your PC, for 3 years (at most the 500 newest), even after the Activity Log is cleared, a Backup restored or the Installation reset; when one of your Admins next signs in, the Software shows when each Support Session started and how long it lasted; the License page lists them. [not yet released]

9.8 Seats: a session uses one of your Seats, and can sign in even when all are taken.

9.9 Ending it: at any time, log out or close every window of the Software; stopping the screen sharing alone does not sign it out.

10. The License Server and our online services

10.1 No uptime promise: no availability level or service credits for our License Server, the Website (Terms of Service section 14.1) or the Reseller Portal (Reseller Agreement section 14.3).

10.2 If the Software cannot reach our License Server, it keeps working for up to 30 days after the last successful License Check (a reminder appears after 7 days), unless your License Key expires first: a Monthly key is valid for the paid month plus 5 days, then a 14-day Grace Period. A renewed key cannot arrive meanwhile, so an outage spanning a Monthly renewal can mean Read-Only Mode after as little as about 19 days (Terms of Service section 6.7). It lasts until a License Check succeeds; nothing is deleted (EULA sections 4.2, 4.5, 5.2, 5.5 and 6.1).

10.3 Override Codes. When a License Check cannot succeed, our support can give an Override Code for a License still active on our License Server. It works once, counts as a successful License Check and must be entered in the time we state: an online code while online, normally within 30 minutes; an offline code only on the Installation whose install code you send us, within at most 30 days. We give none for a License that has been ended, voided or refused (for example after a refund or a cancelled Subscription) [to be confirmed], and none extends a License Key past its expiry and Grace Period.

10.4 A valid License Key refused by mistake (tell us, urgent): we correct it as soon as we reasonably can, for example by fixing our records, resetting activations or, for a voided key (which cannot be restored), a free replacement for the rest of your License Term, and help restore Backups it affects (section 6.1(f)). While your License is still active on our License Server, an Override Code bridges the time (EULA section 4.8).

10.5 Continuity. If we stop operating the License Server for good, or it is unavailable for more than 14 days in a row, EULA section 16.7 says what we do.

11. Updates and supported versions

11.1 Updates (EULA section 12): we publish each on https://livingroomlogistics.com and tell you by e-mail at the address on your License Key. [not yet available] Automatic updates are a Coming Soon Feature.

11.2 We support the latest release of the current Major Version and may ask you to install it first; fixes come only in new Updates.

11.3 Lifetime Licenses include their Major Version's Updates (EULA section 5.4). For at least 12 months after a new Major Version's release, we keep answering questions about the previous one and fix its serious defects and security problems where we reasonably can; then we may limit its support to helping you move to a current version or get your data out.

11.4 Install an older version only when our support says so: it may not open data a newer one has changed (EULA section 12.2). With Office Server Mode, every PC must run the same version.

11.5 Windows: 64-bit Windows 11 (Terms of Service section 3.6). Windows 10 version 22H2 may work but is untested: we help where we can but cannot promise a fix for a problem only there.

12. Security problems

12.1 Write to [email protected] about a security weakness in the Software, License Server, Reseller Portal or Website; a misused Support Session or Support Token; or a possibly exposed License Key, Backup or Recovery Code.

12.2 Tell us what you found and how to reproduce it, and give us reasonable time to fix it before telling others. Do not access, change or delete others' data or disrupt our services or other customers. [to be confirmed]

12.3 We aim to confirm receipt within 5 business days, keep you informed and tell you when it is fixed. No rewards. [to be confirmed]

12.4 If your License Key may be exposed, we work out next steps with you; meanwhile an Admin can make new Backups open only with a Backup Password (EULA section 8.4).

12.5 Our Security Overview describes how the Software protects Customer Data.

13. Feedback and feature requests

We read every idea but do not promise to build a feature or say when (Terms of Service section 11).

14. Changes to this Policy

We may change this Policy by publishing a new version on https://livingroomlogistics.com with its effective date. A change that materially reduces the support described here is announced and takes effect as Terms of Service section 18 describes.

15. Contact

Point of the Mountain Software LLC, [email protected]. Security reports: [email protected].