Standard support
Email response targets, documentation, onboarding checklist, and release notes.
Support intake
Support should begin with version, platform, license status, backup status, and import/report evidence. Customers should avoid sending portfolio files unless a support agreement explicitly allows it.
Implementation
Assisted legacy conversion, balancing reports, report package setup, and first-close review.
Security intake
Security questions route to the vendor-risk packet, custody model, release manifest, and SBOM evidence.
Emergency recovery
Use Time Machine restore, pre-restore snapshot evidence, and local backup policy before making manual edits.
Support starts with version, platform, license status, backup status, screenshots, and logs. Do not send portfolio files, source imports, GL balances, or report packages unless a separate support agreement explicitly allows it.
Support channels
Use the product-domain inboxes below so billing, security, and implementation requests stay separated from day-one.