Support
Effective Date: March 23, 2026
ColCore.co S.A.S. provides support for customers using the ColCore platform, subject to the customer's active subscription, agreement terms, and reasonable-use expectations.
Support may include reasonable assistance with:
Support does not include unlimited consulting, custom development, third-party system administration, or requests outside the scope of the subscribed Services unless separately agreed in writing.
We aim to respond within a commercially reasonable timeframe, but response times are not guaranteed unless expressly stated in a written service agreement or SLA.
Priority may be given based on severity, business impact, customer status, and operational availability.
To receive effective support, customers may be required to provide accurate information, screenshots, examples, access details, reproduction steps, or other cooperation reasonably necessary to investigate an issue.
Support availability may vary based on weekends, holidays, business hours, workload, force majeure events, infrastructure outages, third-party interruptions, and other operational factors.
We may update support processes, contact methods, availability, or scope from time to time. Material changes affecting active customers may be communicated through the portal, email, or applicable customer agreements.
To help us assist you more efficiently, please include the following information in your support request when applicable:
If you need access to the ColCore platform but do not have an account, please contact your organization administrator or reach out to your ColCore account representative. Account creation is managed through an invite process and cannot be completed through general support channels.