Support Policy
This policy explains CoachFort support channels, response targets, support scope, and soft-launch service boundaries.
Support Channels
CoachFort support is available at support@coachfort.com.
Customers should include the workspace name, account email, user role, affected route or workflow, and a short description of the issue.
Response Targets
CoachFort aims to respond within 24 business hours.
Critical access or CoachFort SaaS payment issues are prioritized same business day where possible.
These are support targets, not a guaranteed uptime or resolution SLA.
What Support Covers
Support covers account access, onboarding, workspace setup, subscription and billing questions, platform usage, policy questions, and suspected product bugs.
Founder-led onboarding and support may be used for early soft-launch customers.
What Support Does Not Cover
CoachFort support does not provide legal, tax, accounting, or business advice.
CoachFort does not handle student program refunds, content disputes, or coach-student commercial disputes unless separately agreed in writing.
Coaches remain responsible for their own student communication, programs, pricing, refunds, and content.
No Guaranteed Uptime SLA During Soft Launch
CoachFort does not provide a guaranteed uptime SLA during soft launch.
If a formal SLA is introduced later, it should be documented separately and confirmed for the relevant plan or customer agreement.
Student Refund And Content Disputes
Student refund requests, program content disputes, student access expectations, and coach-student payment questions are handled by the coach or coaching business.
CoachFort can provide platform support for the software workflow, but it does not currently collect, hold, settle, or refund student program payments.