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Version 1.0 • Effective October 2026

DRAFT — Requires Formal Legal Review

This Support and Complaints Policy establishes binding customer support commitments, SLA response targets, and technical access constraints for administrative personnel per Master Blueprint §19.2 and §8.5.

Support & Complaints Policy

Response Targets, Ticket Escalation & Zero-Impersonation Safeguards

Plain-Language Summary

We stand behind our platform with clear response targets and zero-compromise security. Support agents never impersonate your account, can only view single logged records in read-only mode during an open investigation, and will resolve subscription claims within 2 business days.

1. Authorized Support Channels

All account holders (landlords, managers, caretakers, and tenants) may contact EstateTrack support through authorized channels:

  • In-App Support Ticket: Access the Support panel from your authenticated dashboard for priority, verified routing.
  • Direct Email: support@myestatetrack.com (messages sent from your verified account email are linked to your profile).
  • Billing & Gateway Disputes: For subscription billing inquiries or manual receipt settlements, email billing@myestatetrack.com.

Notice: EstateTrack does not provide official technical support via social media, WhatsApp, or unsolicited phone calls. Never disclose your password or two-factor authentication tokens to anyone.

2. Strict Privacy & Zero-Impersonation Architecture

Per Master Blueprint §8.5 and §19.6, platform administration adheres to cryptographic and procedural boundary controls:

Zero Account Impersonation

EstateTrack engineers and support agents have no technical capability to log in as your account or act on your behalf. We do not maintain any "login as user" backdoor.

Single Record, Read-Only, Logged

When investigating an active support ticket, platform administrators can only access single records in strict read-only mode. Every administrative inspection is permanently audited with admin ID, timestamp, and ticket reference.

3. Response Targets by Subscription Plan

Target initial response times are determined by your organization's active subscription standing (Master Blueprint §11.14.16):

Plan StandingInitial Response TargetSupport Channel
Starter / Free TrialWithin 48 business hoursStandard ticketing & email
Pro / GrowthWithin 24 business hoursPriority ticket queue
Enterprise / CustomWithin 4–8 business hoursDedicated support manager
Subscription Claims (All Plans)2 business days guaranteedBilling settlement review (§19.2)

4. Complaint & Dispute Escalation Process

Disputes regarding billing standing, ledger reversals, or account sanctions follow a structured three-tier review:

  1. Tier 1 — Support Desk Review: A support specialist evaluates the ticket against transactional logs and system telemetry. Resolution is provided in writing.
  2. Tier 2 — Senior Compliance Review: If unresolved, the ticket escalates to a Lead Compliance Officer who reviews audit logs, payment provider webhooks, and ledger entries within 3 business days.
  3. Tier 3 — Platform Root Final Determination: Matters involving disputed ledger integrity, fraud suspensions, or account purges are reviewed by the platform root administrator, whose decision represents EstateTrack's authoritative platform determination.

5. Tenancy & Rent Payment Disputes

Important Notice: EstateTrack is an immutable record-keeping and workflow service, not a financial intermediary or court of law. We do not hold rent funds, judge the physical condition of rental premises, or adjudicate lease contract breaches between landlords and tenants.

If a landlord and tenant disagree on whether an off-platform rent transaction occurred, EstateTrack provides verifiable audit exports (timestamps, claim receipts, and settlement logs) to facilitate resolution directly between the parties or before competent legal authorities.

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