JETENCODE / LEGAL & TRUST
Support policy
JetEncode provides email support for installation, launch, and product issues. This policy sets expectations for that support.
Contact and response target
Send support requests to support@jetencode.com. Our target is an initial response within two business days. This is a response target, not a guaranteed resolution time or a 24/7 service-level agreement.
What support covers
- Questions about subscribing to and launching the JetEncode AMI.
- Product behavior, documented configuration, and reproducible errors.
- Reasonable guidance for diagnosing JetEncode-specific failures.
- Security reports concerning JetEncode.
What is outside scope
Support does not include operating your AWS account, designing your cloud architecture, recovering deleted customer data, or resolving failures caused by unsupported modifications, third-party services, AWS service availability, or credentials and permissions outside JetEncode. AWS account and billing issues should be directed to AWS Support.
What to include
Include the JetEncode version, AWS Region, relevant instance type, the action you were performing, the exact error, when it occurred, and steps to reproduce it. Redact account identifiers where possible. Never email passwords, secret access keys, private keys, session tokens, or confidential source media.
Product lifecycle
Supported versions and infrastructure requirements are identified in the AWS Marketplace listing and product documentation. We may require reproduction on a supported version before investigating a defect.