Support and Remediation Commitments

1. How to reach us

Business hours: Monday to Friday, 09:00–18:00 Central European Time (Paris), excluding French and United States public holidays. "Business day" in our policies means a day within these hours.

2. Response targets

These are targets we commit to work toward. They are not guarantees, and missing a target does not by itself create a refund entitlement, but a pattern of missed targets on an open Order is a reason to contact us and, if unresolved, a factor we consider in any refund decision.

Processing-time targets (informational, not guaranteed): Analysis within minutes; a first Deliverable or Initial Failure notice within 24 hours of Commencement for boards within the Supported Scope.

3. What Remediation includes

For an Order with an Initial Failure or an accepted Defect Report, within the Remediation Period (30 calendar days, up to 3 Remediation Cycles, one 15-day extension by us, paused while a Customer Request is open):

1. Diagnosis — what failed and in which domain, in plain language.
2. Alternate strategies — different import paths, reconstruction from independently parsed source data, targeted repairs with revalidation.
3. Guided Decisions — where a choice is needed, we present options and consequences in the workspace.
4. Customer Requests — if we need an asset or a confirmation only you can give, we ask once, clearly, with a deadline (10 business days).
5. Re-Delivery — a new sealed Delivery Bundle, hash and report for every cycle.
6. Closure — a written outcome: fulfilled, or closed with refund under the Refund and Remediation Policy.

4. What Remediation excludes

Scope Changes, source-design corrections, Unsupported constructs, manual engineering redesign, third-party assets you do not provide, and items the report disclosed before Delivery. See the Refund and Remediation Policy, Section 5. We can quote additional work separately.

5. Your cooperation

• Answer Customer Requests within 10 business days.
• Give us a reproducible description when reporting a defect: which file, which object or net, what you expected, what you observed, ideally with a screenshot from KiCad and the report line it contradicts.
• Keep one thread per Order so the record stays complete.

6. Escalation

If you believe a response missed its target or a decision is wrong, reply to the thread with "Escalate" or email support@orkoottrae.resend.app with the subject "Escalation". A different person (Grégoire Bourdin, Managing Member) reviews the Order and answers within 5 business days.

7. Records

Every support message, Customer Request, Decision, Delivery, download and refund decision is recorded against the Order Reference. You can ask for a copy of your Order record at any time. These records are also what we rely on if a payment dispute is opened; they are factual and we do not alter them.

8. Languages

Support is provided in English and French. Policies are in English; see Terms Section 22.5.