Support & Availability Policy
Effective: Last updated 2026-09-19 · Version: 2026-09-19
1. How to reach support
Email jbyron@tomonagi.com from the address on your account, or use the in-app assistant, which can answer most how-do-I questions immediately and escalates the rest to a person. Include your workspace name and, for a bug, what you did, what you expected, and what happened.
2. Response targets
We aim to acknowledge every request within one business day (Monday–Friday, U.S. Eastern, excluding U.S. federal holidays) and to acknowledge reports that the Service is down or that data is at risk within four hours at any time. These are targets we hold ourselves to, not guarantees, and they do not create service credits unless a signed order form says so.
3. Availability
We aim for 99.5% monthly availability of the application, excluding scheduled maintenance and events outside our reasonable control (upstream provider outages, network attacks, force majeure). A machine-readable status check is available at tomonagi.com/api/health.
4. Maintenance
Most deployments are zero-downtime and happen without notice. For maintenance that will interrupt the Service for more than a few minutes we will post notice in the app at least 24 hours ahead and schedule it outside U.S. business hours where possible.
5. What support covers
Questions about how the Service works, bugs, account and billing issues, and help recovering from your own mistakes where the Service keeps enough history to do so. Support does not include building your workflows for you, writing your legal documents, general IT help, or work on third-party systems you connect — though we are happy to point you in the right direction.
6. Data recovery
Records you delete are soft-deleted and can usually be restored from within the app. For anything else, the JSON export at Admin → Backup is your recovery path; we recommend exporting before large changes. Restoring from our own backups is done only in a platform-wide incident, not for individual workspace mistakes.