Support & Updates Policy

The initial updates-and-support term begins when the license entitlement is issued and lasts 12 months. During that term, the customer may download generally available Releases covered by its license and request standard email support.

A perpetual license continues after this term for Releases validly obtained while the entitlement was active. The end of support does not itself deactivate the license.

Eligible updates may include maintenance releases, security fixes, compatibility changes, and feature improvements that QASA generally makes available for the licensed edition. We decide release timing, contents, supported upgrade paths, and whether a change is an update, new edition, add-on, or separately priced product.

Updates are not guaranteed on a fixed schedule. Customers must review release notes, maintain backups, and test updates in a suitable non-production environment before deployment. Access to a release does not guarantee compatibility with every operating system, provider, customization, or prior version.

Standard support is provided by email at support@thesendvelo.com on a commercially reasonable, best-effort basis. There is no guaranteed initial response or resolution time, 24/7 coverage, uptime commitment, or service-level credit.

Support includes reasonable assistance with:

• documented installation and activation steps;
• license deactivation and migration questions;
• reproducible defects in an eligible, unmodified Release; and
• clarification of published configuration and upgrade documentation.

Requests must come from an authorized account contact and include the license identifier, Release version, environment details, relevant redacted logs, steps to reproduce, expected and actual results, and troubleshooting already performed.

Do not send passwords, API keys, private signing keys, full contact databases, unnecessary personal data, or other secrets. Customers must preserve backups and provide timely cooperation. We may close a request that cannot be reproduced or lacks information after reasonable follow-up.

• infrastructure administration, deployment operation, database recovery, deliverability consulting, or campaign management;
• custom development, training, data migration, integrations, or architecture review;
• issues caused by unsupported versions, customer modifications, insufficient resources, malware, or failure to follow documentation;
• third-party providers, networks, carriers, cloud services, APIs, pricing, account suspension, or policy enforcement;
• restoration of data where the customer did not maintain working backups; and
• legal, compliance, security-certification, or regulatory advice.

Suspected Sendvelo vulnerabilities should be reported privately to support@thesendvelo.com with enough detail to investigate. Do not access data that is not yours, disrupt services, publicly disclose an unremediated issue, or perform testing against systems without authorization.

We may prioritize security fixes based on severity, exploitability, affected versions, and available mitigations. We do not promise that every Release will receive backported fixes.

The standard renewal price is the amount displayed at checkout, currently $49 USD for 12 months, unless an order states otherwise. Taxes may apply. A renewal extends release-download and standard support eligibility; it does not create a new production-installation license.

If recurring billing is offered and selected, Paddle will disclose the charge and renewal terms at checkout. Customers may cancel future renewal through the available billing controls or by contacting us before the next charge. Refund eligibility is governed by the Refund Policy.

After coverage ends, the customer may continue running an eligible downloaded Release under the Software License Agreement, but cannot download releases first published outside its entitlement window or receive standard support. Reinstatement may require payment of the then-current renewal or reinstatement price and does not guarantee support for obsolete Releases.

We may update this Policy prospectively as the product and support model evolve. Changes will not shorten a prepaid active term or remove perpetual rights to Releases already validly obtained. Any separate signed support agreement controls if it expressly conflicts with this Policy.