Support & Service Commitments

Email hello@thephotographersframer.com, or use the bug icon in the app header — “Send feedback”. That one files straight into our tracker with the page you were on, the build you were running and your browser already filled in, and you can drag screenshots into it, which usually saves a round trip.

Support is provided in English, by email, Monday to Friday. We are a small team and we answer our own support, which is slower at 2am and much better informed at 10am.

These are targets we intend to meet, and we will tell you when we miss one. They are not backed by service credits:

• Critical — the platform is down, or client-facing galleries are unreachable. First response within 4 hours, any day. Worked continuously until there is a fix or a workaround.
• High — a core workflow is broken with no workaround: you cannot upload, invoice, or deliver. First response within 1 business day.
• Normal — something is wrong but you can work around it. First response within 2 business days.
• Questions and requests — within 3 business days. Feature requests get an honest answer about whether and roughly when, including “probably never” when that is the truth.

“First response” means a person who has read your message, not an autoresponder.

We do not offer an uptime guarantee or service credits. We could write a number on this page, but we do not currently measure uptime with external monitoring, so it would be a figure nobody computes and you could not audit. We would rather say that than print a percentage we cannot stand behind.

We also depend on services we do not control — our hosting provider, our database provider, Stripe, Clerk, AWS. When one of them has an outage, we have an outage, and we will tell you that is what happened rather than dress it up.

If a guaranteed service level is a requirement for you, say so before you build your studio on us. That is a fair thing to need, and it is better raised early than discovered later.

For anything affecting multiple studios we will email affected accounts with what is broken, what we know, and what to do meanwhile — while it is still happening, not afterwards. We will follow up with what caused it and what we changed.

If the incident involves personal data, the notification terms in our Data Processing Agreement apply, including notice within 72 hours of us becoming aware.

Most changes ship without downtime and without notice. Where maintenance requires an interruption we will give at least 48 hours’ notice by email and schedule it outside US business hours. Urgent security fixes may ship immediately, and we will tell you afterwards.

Keep your account details current so we can reach you during an incident, and tell us what you were doing when something broke — the gallery, the session, the approximate time. A screenshot is worth several emails.

If we shorten a response target or add a service level, we will date the change here. The honest version of this page changes as the company grows; what will not change is that it describes what we actually do.