Support policy
Effective 11 October 2026. Section 11 of the End User License Agreement refers to this policy. Where they differ, the agreement governs.
Who gets support
Paid plans include support as the plan or your order form states. An order form can add more, such as service levels. The Free plan has no support obligation, though it gets the security fixes below.
How to reach us
Support is by email to support@synauson.com, on business days: Monday to Friday in US Mountain time, except US federal holidays.
Security fixes
On every plan, including the Free plan, we publish security fixes for the current minor release and the one before it. A minor release changes the second number of the version: while 1.8 is current, 1.8 and 1.7 get security fixes. After a major release, the one before it is the last minor release of the previous major version: while 2.0 is current, 2.0 and the last 1.x get them (Sections 8.5 and 11.1).
The models a supported release uses stay available for download while it is supported. We give at least 90 days' notice before withdrawing one, unless the law, the model's terms or a third-party claim requires sooner, and you may keep using copies you already have as their terms allow. If we withdraw a model your paid plan relies on and offer no comparable replacement, you may end that plan and we refund the prepaid fees for the rest of its term (Section 8.5).
Updates
You choose when to install updates. You may keep running a release while it can renew its license file. We email you at least 90 days before a release can no longer renew, and offer an update that can (Section 11.2).
Preview features
Features the documentation marks as preview are provided as-is, with no warranty or service level, and may change or be removed (Section 11.3).
Modified libraries
If you have modified or replaced the LGPL libraries synauson uses, as Section 7.2 allows, we may ask you to reproduce a problem with the libraries the documentation names before we look further. We won't otherwise refuse support because you used that permission (Section 7.3).
What to send
Your audio, transcripts and other call content never reach us from synauson itself. We receive them only if you choose to send them, for example in a support request (Section 12.2), so send only what the problem needs.
Changes to this policy
We may change this policy, and post each new version here with its effective date. A change never reduces the support you get during a subscription term you have already paid for (Section 11.1).