Scope of support
Support is provided by email only: info@newelldigital.com
Support covers:
- Installing the app using the documented Windows procedure
- Defects (bugs) in documented features
- Questions about documented functionality
- Update issues when following the documented update procedure
- License key delivery and activation problems
Support does not cover:
- Windows administration, networking, wifi routers, or antivirus configuration
- Data migration from other applications
- Modifications you or a third party have made to the software
- Third-party services or API keys you connect to the application
- Custom feature development (see Paid Development below)
- Installations more than one major version behind the current release
Response times
- Initial response target: 3 business days (Monday through Friday, US Eastern time)
- No guaranteed resolution time
- No phone, chat, or screen-share support
Updates and versions
- Your license includes updates for 12 months from the date of purchase
- After 12 months, your installed version continues to work indefinitely; you may optionally renew to receive further updates
- Bug fixes are applied to the current major version only
- Security fixes may be backported at our discretion
Backups and data
- The application includes built-in backup and restore
- You are responsible for running backups and storing them safely
- We cannot recover data from installations without backups
Setup help
- Remote setup session: $250 flat, typically 2 hours
- Covers installation on your hardware, license activation, kitchen tablet setup, and a backup walkthrough
- Scheduled by email after purchase
Paid development
Custom features are available as paid work.
- Priced by fixed quote per feature, agreed before work begins
- 50% deposit before work begins; balance due on delivery
- Written scope agreed in advance; one revision round included
- Delivered features may be incorporated into the main product in future releases unless an exclusivity agreement is signed separately
- Requests are scheduled in batches; typical start time is [2 to 4 weeks] from agreement
To request a feature, email info@newelldigital.com with a description of the desired behavior.
Refunds
- Refunds are available within 14 days of purchase if the software fails to install or run following the documented procedure on a supported platform, and support cannot resolve the failure
- Refunds are not available for change of mind after the software has been activated, or for incompatibility with unsupported platforms
Supported platforms
- Windows 10 and Windows 11, 64-bit, with current Microsoft updates installed
- Kitchen tablet access: current releases of Chrome, Firefox, Safari, and Edge on devices connected to the same local network
Changes to this policy
This policy may change for future purchases. The policy in effect on your purchase date applies to your license for its update period.