# Telethryve Support Policy

### 1. Support Model

Telethryve is a builder-first, configurable product. It does not include a
staffed help desk, a guaranteed response-time support inbox, or general
technical support unless a separate written offer says otherwise.

Some machine-local skills and automations require environment-specific changes
before they are reliable. Customers should expect to inspect, adapt, and test
their own setup.

### 2. Where Customers Should Go

- Billing lifecycle actions go to Stripe through `/billing`.
- Technical setup, environment issues, and workflow troubleshooting are
  self-serve. The recommended path is to use Codex or Claude Code to inspect
  the local install, docs, logs, config, and environment.
- If a customer cannot access Stripe at all, they should use the same sales or
  purchase channel they bought through. There is no separate staffed support
  desk unless that is explicitly offered in writing.

### 3. What The Self-Serve Path Should Cover

The self-serve troubleshooting path should help with:

- installation and first-run issues for the supported release;
- licensing and activation problems;
- reopening the Stripe billing path;
- reproducible bugs in shipped workflows;
- clarification of what a given launch build does and does not promise.

### 4. What May Need Extra Setup

The following categories commonly need environment-specific work before they are
reliable:

- phone and voice workflows;
- browser-driven tasks;
- local desktop automation;
- custom email or SMTP routing;
- skills and tools generated or adapted for a specific machine.

### 5. Launch Boundary

Only advertise or support workflows that have been configured and tested for
the target environment. If a workflow is launch-approved only for a guided
setup path, say that plainly in the customer materials.

If hands-on setup help is included for a specific release, launch, or customer,
that should be stated explicitly in the sales material or written agreement
instead of being implied as a default support promise.