SUPPORT POLICY
Practical support for facility teams.
Recovery Group Studio supports account, billing, and product-operation questions. It is not a clinical, crisis, or emergency service.
Effective: August 31, 2026
1. How to contact support
Email support@recoverygroupstudio.com from the address associated with your account. Include the facility name, the affected product step, what you expected, and what happened. Do not include client names, screenshots containing client information, passwords, payment-card details, or one-time security codes.
2. Response targets
Standard support is monitored on U.S. business days. We target an initial response within two business days. For a confirmed platform-wide outage that prevents sign-in or generation, we target an initial response within one business day. These are service targets, not guaranteed service levels, unless a separate written agreement states otherwise.
3. What support covers
Support covers account access, invitations, facility roles, subscription and billing questions, product navigation, failed generation, material exports, feedback, and reproducible technical issues. Support may ask for non-client diagnostic details such as time, device, browser, facility, and the step where the issue occurred.
4. What support does not cover
Support does not provide clinical direction, individualized treatment advice, crisis response, emergency services, insurance or billing-code guidance, legal advice, or decisions that belong to a facility's clinical leadership. In an emergency, use the facility's emergency procedures and appropriate local emergency resources.
5. Maintenance and incidents
We may perform maintenance or change infrastructure to improve reliability and security. When practical, we will communicate material planned interruptions. During an incident, protecting accounts and data takes priority over restoring nonessential features.