Legal
Last updated: August 21, 2026
This policy explains Ironline support hours, response targets, escalation, plan-level launch guidance, customer responsibilities, and service limitations.
Standard business support is staffed Monday through Friday, 8:00 AM–5:00 PM Central Time, excluding company holidays and announced closures.
Requests may be submitted outside those hours and will be reviewed during the next staffed period. Ironline is not a 24/7 emergency-response service.
Signed-in customers should submit product, account, integration, migration, or billing requests from the Help & Support area inside the Workspace when possible. This preserves the Workspace identity and issue history.
Prospective customers and people who cannot sign in can use the public Support page or business phone line:
Use the public Support and product-review page for product fit, setup, billing, access, migration, security, or trial questions.
Ironline targets an initial response within one business day for ordinary support requests submitted through an approved channel.
This target is an operating goal, not a contractual service-level agreement. Complex investigations, provider outages, security issues, data reconciliation, or requests received during high volume may require additional time.
Urgent issues affecting active workspaces are prioritized according to business impact, available evidence, security risk, and the number of users affected.
Issues involving inability to sign in, broad service interruption, suspected unauthorized access, payment or billing errors, failed provider callbacks, or loss of access to critical active work should be described clearly in the request.
Ironline may ask for timestamps, affected users, record identifiers, screenshots, device details, provider evidence, and reproduction steps. Do not send passwords, complete payment-card details, or unnecessary sensitive information.
When an issue cannot be resolved during the first review, it may be escalated to product, engineering, billing, security, customer success, or a third-party provider as appropriate.
Every trial includes guided in-app setup and standard product support. Trial support is intended to help a business configure and prove a real workflow rather than provide unlimited custom implementation.
Owner-Operator includes standard product support and guided launch setup for a very small team. Larger imports, unusual integrations, custom development, extensive training, and on-site work are scoped separately before any charge or commitment.
Team includes guided team launch for the published 6–15 person range. Growth includes priority launch planning for the published 16–50 person range.
Launch guidance can cover operating goals, roles, terminology, supported imports, workflow configuration, first real work, and review of supported integrations. The customer remains responsible for timely decisions, source data, provider credentials, staff participation, and internal policy.
Growth priority means the rollout receives additional planning attention; it does not create a 24/7 response guarantee or a contractual uptime commitment.
Scale is generally used for teams above 50 people, multi-location operations, or rollouts requiring a more formal migration, permissions, training, security, integration, or go-live review.
Scope, price, responsibilities, response commitments, implementation stages, and any service-level terms are confirmed in a separate written agreement or order form before they apply.
Standard product support includes reasonable help with:
Unless separately confirmed, standard support does not include:
Customers must maintain compatible devices, reliable connectivity for live workflows, authorized provider accounts, accurate roles, and reasonable copies of critical records.
Customers should test their real devices, field conditions, integrations, permissions, and operating workflow before relying on a new configuration in production.
Delays caused by missing access, incomplete source data, unavailable decision-makers, provider review, or customer-controlled settings may affect the time required to resolve or launch a workflow.
Some issues depend on Base44, Stripe, Intuit, Google, Microsoft, communications, mapping, email, storage, device, network, or other providers. Ironline will make reasonable efforts to diagnose the boundary and preserve visible evidence where supported, but cannot control another provider's availability or review timeline.
Unless a separate written agreement states otherwise, Ironline does not guarantee a specific uptime percentage, resolution time, or service credit.
Suspected unauthorized Workspace access, exposed credentials, unsafe customer links, or security vulnerabilities should be reported promptly through Support. Provide enough detail to identify the affected surface without transmitting live passwords, complete payment details, or exploit data beyond what is needed for responsible investigation.
Ironline may restrict access, revoke sessions, pause integrations, preserve logs, or request additional verification while a security issue is investigated.