Customer Support Policy

1What support covers

• Signing in and account access
• Billing questions, cancellations and refunds
• Faults, errors and anything in Summit that does not work as described
• Questions about how to use a feature

2How to reach us

To help us answer quickly, include the email on your account, what you were doing, what you expected, what happened instead, your browser and operating system, and any error message or screenshot.

3Response time

We aim to give a first substantive reply within 48 hours of receiving a complete request. That is the time to a real answer that starts to solve the problem, not a guarantee that every issue is fully fixed within 48 hours. Requests are handled on a rolling basis, and anything that blocks access or involves a billing error is handled first.

4What support cannot cover

• Problems caused by your own computer, browser settings, extensions or internet connection, although we will tell you what we can see
• Third-party software and services
• Editing your video for you, custom training or consulting
• Recovering projects deleted from your browser storage: they live only on your device and we have no copy
• Issues caused by a breach of the Terms of Service or the Acceptable Use Policy

5Your part

Give accurate information, try reasonable troubleshooting steps we suggest, and keep your sign-in details private.

6Escalation

If your first reply does not solve the issue, say so and ask for escalation. Your request goes to the owner of the business, and we keep you updated until it is resolved.

7Your data

What you send to support is used only to help you and is handled under the Privacy Policy. Attachments containing your content are deleted when the request is closed.

8Disputes

Disputes about support are handled under the dispute-resolution section of the Terms of Service.