Legal
Support Policy
Effective date: 2026-07-25
Summary
Support is by email at support@pulsilon.com, on every plan including the free one. We aim to reply within one business day on Pro and Advisor, and two business days on the free plan, the trial, and Solo. Billing and security issues are prioritised on any plan.
These are targets we hold ourselves to, not a contractual service-level agreement.
Details
1. How to reach us
| Topic | Address |
|---|---|
| Anything about the product, your account or billing | support@pulsilon.com |
| Privacy requests, data deletion, data questions | privacy@pulsilon.com |
| Security vulnerabilities | support@pulsilon.com, marked "Security" in the subject |
There is no phone line and no live chat. Email gets you a person who can read the whole problem, which for a diagnostic product is usually faster than a chat window.
2. Response targets
| Plan | Target for a first human reply |
|---|---|
| Free plan and 14-day trial | 2 business days |
| Solo | 2 business days |
| Pro | 1 business day |
| Advisor | 1 business day |
Prioritised regardless of plan:
- Billing problems — a charge you don't recognise, a duplicate charge, a failed payment, a refund request. Money questions don't wait behind feature questions.
- Security reports — a suspected vulnerability or account compromise.
- Loss of access — you can't sign in, or your data isn't showing.
Business days are Monday to Friday, excluding United States public holidays, in the US Eastern time zone. A message sent on Friday evening is answered against Monday.
3. What these targets are — and aren't
They are the times we hold ourselves to for a first substantive reply from a person, and what you can reasonably expect.
They are not a contractual service-level agreement. Specifically:
- We don't commit to a resolution time. Some problems are quick; some need investigation or a fix to ship.
- There are no service credits or refunds for a missed target.
- Missing a target isn't a breach of your agreement with us.
If a target matters contractually to your business, talk to us before subscribing and we'll tell you honestly whether we can commit to it.
4. What support covers
- Using Pulsilon: taking a check, reading your score, understanding a dimension, exporting a report.
- Your account: sign-in problems, changing your details, deleting your account.
- Billing: plans, invoices, refunds, cancellation, failed payments.
- Faults: something is broken, slow, or not behaving as documented.
5. What support doesn't cover
Support helps you use Pulsilon. It isn't business consulting.
We can't advise on what to do about your score, interpret your finances, or make recommendations about your business — and a support reply is never accounting, tax, legal or professional advice. See the Terms of Service §5. Your score, report and the in-product advisor are the product; the support inbox is for making that product work.
6. Outages
If Pulsilon is materially unavailable, we'll say so and keep you updated until it's resolved. There is no uptime guarantee — see the Terms of Service §8 — and an extended outage may qualify for a refund under the Refund & Cancellation Policy.
7. Language and changes
Support is provided in English. We may change these targets; the version and date at the top always identify what currently applies.
Examples
You email on Tuesday morning on the free plan. You should hear from a person by Thursday.
You're on Pro and email on Friday at 6pm. Friday evening is outside business hours, so the clock starts Monday — expect a reply by Tuesday, usually sooner.
You spot a charge you don't recognise, on any plan. Billing is prioritised, so this doesn't wait behind the queue regardless of what you pay.
You ask whether you should raise your prices. We'll point you at the relevant part of your report and the in-product advisor — but we won't answer it in the support inbox, because that's business advice and not what support is for.