Support Policy
This policy explains how to get help from Live Free Software, how fast we respond, and what each plan includes.
1.How to reach us
- Email: [email protected]
- Phone or text: 351-277-0785
- In the app: use the help or support option in your account
- Meetings: by appointment, by video or phone
All support is remote. We help clients anywhere in the US.
2.Hours and response time
We answer support requests on business days, Monday through Friday, Eastern time, except major US holidays. We aim to reply within 1 business day.
Requests about account security, such as a login you don't recognize, go to the front of the line.
3.What each plan includes
| Plan | Support included |
|---|---|
| $50/month — Website, Hosting & Analytics | Do-it-yourself. Email support for questions and problems, plus our how-to guides. |
| $150/month — Website, Hosting, Analytics & Basic CRM | Do-it-yourself. Email support for questions and problems, plus our how-to guides. |
| $300/month — Complete Business Growth Platform | Hands-on help at your pace: setup, changes and coaching by email, phone and scheduled calls. |
| $2,500+ — Custom scope | As described in your written quote. |
Work beyond your plan, such as new pages or custom automations, is quoted separately.
4.Maintenance and outages
We may need to pause parts of the platform for maintenance. When we can, we give notice by email or in the app and schedule it outside busy hours.
If something goes down, we post updates by email and in the app until it is fixed.
5.What support doesn't cover
- Outages at wireless carriers, email providers, payment processors, hosting or AI providers
- Problems caused by changes you or your contractors make
- Third-party tools you connect, beyond basic setup help
- Legal, tax or compliance advice
We use commercially reasonable efforts to keep the platform available. We don't offer an uptime guarantee or service credits.