This Customer Support Policy describes the support Guiden LLC ("Guiden") provides for the Guiden platform (the "Service"). It is incorporated by reference into the Guiden Terms of Service.
1. Who Supports What
Guiden is a technology platform. Creators sell their own courses and are the seller of record. Support responsibility is divided accordingly.
Guiden supports
- Platform functionality, bugs, errors, and outages.
- Account access, login, and authentication issues.
- Billing for Guiden subscription and platform fees.
- Questions about how to use platform features.
- Technical issues with uploads, video processing, AI features, and integrations.
- Security and privacy questions about the Service.
Creators support their own Learners
- Course content, instruction, and subject matter questions.
- Pricing, discounts, and promotions for their own offerings.
- Refunds, cancellations, and payment disputes for their own sales, in accordance with their published refund policy.
- Community moderation and Learner conduct within their own courses.
- Marketing claims and any commitments made to their Learners.
Guiden is not a party to the transaction between a Creator and a Learner. If a Learner contacts Guiden about a matter that is the Creator's responsibility, Guiden may direct the Learner to the Creator. Guiden may, but is not obligated to, assist in resolving disputes.
2. How to Reach Support
- Email: support@guiden.ai for platform, technical, and billing issues.
- Email: legal@guiden.ai for legal notices, privacy requests, DMCA notices, policy violations, and enforcement appeals.
- In-product support channels where available.
Support is provided in English. Support hours are Monday through Friday, 9:00 AM to 6:00 PM Central Time, excluding United States public holidays. Requests received outside these hours are handled on the next business day.
3. Response Targets
Guiden aims to meet the following initial response targets. These are targets measured in business hours, not guarantees, and the time to resolve an issue may be longer than the time to respond to it.
- Critical. The Service is unavailable, or a defect prevents Creators from selling or Learners from accessing purchased content, with no workaround. Target initial response within 4 business hours, with work beginning as soon as practicable.
- High. A core feature is broken or significantly degraded, but a workaround exists. Target initial response within 1 business day.
- Normal. A non-core feature is not working as expected, or a question about how to use the Service. Target initial response within 2 business days.
- Low. Feature requests, feedback, cosmetic issues, and general inquiries. Target initial response within 5 business days.
Guiden assigns the severity level in its reasonable discretion. Priority handling, dedicated support contacts, and other enhanced support may be available on certain plans as described in the applicable Order Form or pricing page.
4. What Support Does Not Cover
The following are outside the scope of Guiden support. Guiden may offer some of these as separate paid services.
- Custom development, custom integrations, and bespoke feature work.
- Creating, writing, editing, or reviewing course content.
- Marketing, advertising, funnel, copywriting, or business strategy consulting.
- Configuring, troubleshooting, or supporting third-party tools and services, including Stripe accounts, advertising platforms, tracking tools, email providers, domains, and DNS.
- Legal, tax, accounting, or compliance advice.
- Training on general business, sales, or teaching practices.
- Issues caused by a user's own modifications, misuse, or failure to follow documentation.
- Recovery of content or data deleted by the user or removed after an export window has closed.
5. Trials, Free Tiers, and Beta Features
Trial accounts, free tiers, beta features, and early-access programs are provided "AS IS" and "AS AVAILABLE" with no support commitment and no response targets. Guiden may modify, suspend, or discontinue them at any time without notice.
6. Outages and Maintenance
Guiden will use commercially reasonable efforts to communicate significant unplanned outages and their resolution through email, in-product notices, or a status page where available. Guiden performs routine maintenance and may perform emergency maintenance at any time. Where practicable, planned maintenance expected to cause meaningful disruption will be scheduled outside peak usage hours with advance notice.
7. Your Responsibilities
To help Guiden resolve issues efficiently, please:
- Contact support from the email address associated with your account.
- Describe the issue, the steps to reproduce it, and what you expected to happen.
- Include relevant screenshots, error messages, course or account identifiers, browser and device details, and timestamps.
- Respond to follow-up questions. Guiden may close a ticket that has received no response for 10 business days, and you can reopen it or submit a new request at any time.
- Treat Guiden personnel with respect. Guiden may decline to provide support in response to abusive, threatening, or harassing conduct.
8. Changes to This Policy
Guiden may update this Policy from time to time. Material changes will be communicated through the Service or by email. Continued use of the Service after the effective date of an update constitutes acceptance.
This Policy is incorporated into the Guiden Terms of Service. For platform and billing support, contact support@guiden.ai. For legal and privacy matters, contact legal@guiden.ai.