Support terms
Version 1.1, in force from 29 October 2026 for pilot customers (version 1: 26 October 2026). Not yet reviewed by a lawyer; wording may change before general release.
How to reach us, what to expect, and what support does and doesn't cover for Doppelgone for Work.
How to reach us
| Channel | Details |
|---|---|
| work@doppelgone.app. The only support channel. | |
| Phone | None. We don't offer phone support. |
| In-product | Links to the guides and to the same email address. |
Write from an email address on the account (owner, admin, reviewer or viewer) so we can confirm who you are. If you write from another address, we may ask you to confirm through one that is.
Response time
- We reply within one business day. Business days are Monday to Friday, excluding South African public holidays. Our hours are roughly 08:00 to 17:00 South African time (UTC+2).
- "Reply" means a human answer that moves the issue forward, not an auto-acknowledgement.
- Resolution time depends on the problem. We tell you what we know and when to expect the next update.
- Doppelgone for Work is run by a small team. If we are away for more than a business day, the auto-reply says when we are back.
Priorities
| Priority | Example | First reply |
|---|---|---|
| Urgent | A clean-up moved files you did not approve; you can't restore something; suspected security issue | Same business day, as fast as we can. Put "Urgent" in the subject. |
| Normal | Audit stuck, sign-in or role problem, billing or invoice question | One business day |
| Low | Feature requests, questions about the guides | One business day, but the answer may be "noted" |
If files were moved that shouldn't have been: restore them from inside Doppelgone first (item, group or whole run), or from the Microsoft 365 recycle bin. Then email us so we can see what went wrong. Do this soon: the bin keeps files for up to 93 days from the move, and after that Microsoft deletes them, not us.
A security compromise involving your data is handled under the Data processing agreement (notice immediately, within 48 hours), whatever the support hours.
What support covers
- Getting connected: admin consent, permissions, roles and invites.
- Understanding the audit and review queue.
- Running, undoing and re-running a clean-up.
- Billing, invoices (issued by Polar) and refunds under the terms of service.
- Data requests under the Data processing agreement: exports, deletion confirmation, subprocessor questions.
- Bugs. If something is broken we fix it; you don't need to prove it.
What it doesn't cover
- General Microsoft 365 administration, licensing or storage planning outside Doppelgone.
- Recovering files Microsoft has already deleted after its 93-day recycle-bin window, or that someone in your organisation removed from the bin.
- Writing or interpreting your company's own retention, legal-hold or compliance policies.
- Custom development, integrations or reports (ask us; it may be an Enterprise quote).
Service levels
- There is no service-level agreement (SLA) on uptime, response or resolution for the free audit, one-off clean-ups or the monthly plan. The one-business-day reply is our aim and we work to it, but missing it does not earn a credit or a refund.
- SLAs with defined uptime, response times and credits are available only in Enterprise quotes, agreed in writing.
- Planned maintenance that would interrupt a running clean-up is announced by email to the account owner first.
Support access to your data
When resolving your request we may need to look at your organisation's data in our systems (metadata, groups, audit log; never file contents, which we don't hold). Every such access is recorded with who, when and why, as described in the Security sheet. We don't open your files in Microsoft 365.
Status and changes
We may update these support terms. Material changes are emailed to the account owner 30 days in advance.
Computron Tech (Pty) Ltd, trading as Doppelgone. work@doppelgone.app