1. The Support Centre
The Emberstone Support Centre is provided to help members contact Emberstone Support, follow support requests and communicate with authorised support staff. It is a support service, not a recruitment, project-management or development portal.
2. Your Emberstone account
Use your own Emberstone account and keep its sign-in credentials private. The Support Centre does not require you to give a password to another member. If you choose to use Support Assistance, the representative signs in with their own account and receives only the support permissions you authorise.
3. Support requests
Provide enough accurate information for Support to understand the issue. Do not knowingly submit misleading reports, impersonate another person, flood the service with duplicate tickets or use ticket attachments to distribute harmful or unlawful content.
Support staff may move, assign, escalate, merge, resolve or close requests where the configured workflow and staff permissions allow it.
4. Sensitive information
Do not include passwords, recovery codes, one-time authentication codes, payment-card data, API secrets or other credentials in a support request. Support staff should not need those secrets to investigate a normal support issue.
5. Availability and response times
Queue states, response targets and estimated waiting information are operational tools. They can help prioritise work, but they are not a guarantee that every issue will be resolved within a specific period.
6. Site content and branding
The Emberstone Support interface, branding and service content are intended for the Emberstone support operation. Do not copy or misrepresent the Support Centre in a way that suggests an unauthorised service is operated by Emberstone.
7. Purchases and refunds
This Support Centre does not itself sell products or process payments. Any purchase, billing or refund rules should be taken from the terms of the Emberstone service or store where the transaction took place. A separate refund policy is therefore not presented as a Support Centre policy unless Emberstone later enables commerce directly on this site.
8. Changes
These terms may be updated as the Support Centre changes. Material changes should be reviewed before new support features or integrations are made available.