Support policy

This Support policy forms part of our terms of service and explains how we help you with Mooring.

1. Availability

1.1. We provide support by email during UK business hours — 09:00–17:30 (GMT/BST), Monday to Friday, excluding UK public holidays.

1.2. We aim to help everyone, on Free and Pro. Pro subscribers get priority response.

2. How to reach us

2.1. Email [email protected]. It helps to include your Mooring version, your macOS version, any error messages, and the steps to reproduce the issue.

3. What support covers

3.1. We’ll help with:

• installing and using Mooring;
• troubleshooting issues within the app; and
• guidance on Mooring’s features and configuration.

3.2. Support does not include:

• custom scripts or third-party integrations beyond Mooring itself;
• your own machine, network, or operating-system problems; or
• training, consulting, or development services.

4. Service levels

4.1. Support is provided on a best-effort basis for Free, with priority response for Pro. We may update our service levels from time to time; if we make material changes, we’ll note them here.

5. Your part

5.1. To help us resolve issues quickly, please give us enough information to understand the problem and make sure your own system is working correctly.