Scale Suite
Support and service levels
How to reach us, what to expect, and what we do not promise yet.
Effective [date set after attorney review]. Last updated October 28, 2026.
Draft for attorney review. Published October 28, 2026. Words in [brackets] are decisions still to be made. This page may change before Scale Suite opens on January 1, 2027.
On this page
1.How to get help
- In the suite: Settings, Help and support. It has articles, and you can write to us.
- Email: [support@scalembs.com, to be set up]. Until then, cameron@scalembs.com.
- Legal questions: legal@scalembs.com. Privacy requests: privacy@scalembs.com.
- Abuse reports: [abuse@scalembs.com, to be set up]. Security problems: see the Security overview.
2.When we answer
[Decision for Cameron: support hours, for example Monday to Friday, 8 AM to 6 PM Pacific time, except U.S. holidays.] We aim to answer within [1 business day], and faster when the service is down or money is affected. These are goals, not guarantees.
3.Uptime
We work to keep Scale Suite running, but we do not promise a specific uptime today, and there are no service credits. [Decision for Cameron and Mike: whether to offer a written service level agreement with credits on the Company plan, and only after we can measure it.]
Scale Suite depends on our partners, like Cloudflare for hosting, Stripe for payments, Plaid for bank connections, our email and domain partner, Anthropic for AI, Supabase for connecting Video calls, and Apple for Wallet. When one of them has an outage, parts of Scale Suite may stop working until they recover.
4.Status and maintenance
[To set up: a status page.] We try to do maintenance without downtime. If planned work will interrupt the service, we tell you ahead in the app when we can.
5.What support can and cannot do
Support can explain, troubleshoot and fix problems in our service. Support can see your account data only while the owner has turned on support access, which is read only and time limited, as the AI policy describes. Support cannot send, pay, sign or change anything for you, and will never ask for your password, passkey, or a sign in code.
6.Keep your own copies
You can export your data at any time. Keep your own copies of anything important, like signed documents and invoices.
7.Accessibility
If anything in Scale Suite is hard to use with your assistive technology, tell us in Help and support and we will help another way. See Accessibility.
8.Feedback
Tell us what to fix or build in Help and support. If you send ideas, we may use them without owing you anything, as the Terms say.
9.Contact
Questions about this page: legal@scalembs.com, or by mail to Scale Modern Business Solutions LLC, 2415 San Ramon Valley Blvd, Suite 4, San Ramon, CA 94583.