Service Level Agreement.
Last updated: September 27, 2026
What depends on our servers, what never does, and the response times we commit to.
1. Scope
This SLA covers the hosted services operated by HelpCore: the helpcore.ai website and checkout, store accounts, app sign-in and password reset, license activation, AI features, in-app Assistance and the distribution of app updates. Everything that runs on your device (opening the installed apps, entering and reading your data, backups) does not depend on our servers and keeps working even if they are unavailable.
2. Availability
Target monthly availability of the hosted services: 99.5%, excluding announced maintenance and the exclusions below.
3. Maintenance
Planned maintenance is announced at least 48 hours in advance on the Support page and, when it affects active subscribers, in the app. We schedule it in low-traffic hours (Central European Time) and keep it as short as possible.
4. Support response times
| Request | First response |
|---|---|
| Paid license not accessible, payment issue | Within 1 business day |
| Bugs, questions, refunds and everything else | Within 2 business days |
Business days: Monday to Friday, Italian public holidays excluded. In-app Assistance is included during the 90 days that come with every license and with an active Pro plan; e-mail support at support@helpcore.ai is open to everyone.
5. License activation
After a successful payment the app invitation is sent automatically, usually within minutes. If it doesn't arrive within 1 business day of your message to support, we extend your included plan period by 7 days.
6. Incidents and communication
If a hosted service is down, we say so at the top of the Support page with what is affected and the expected recovery time, and we publish a short summary after major incidents.
7. Exclusions
Outages caused by third-party providers outside our control (payment processor, e-mail delivery, internet backbone), browser or operating-system changes, your device or connection, misuse, or force majeure are excluded.
8. Remedy
If monthly availability falls below the target, customers with an active Pro plan who ask within 30 days receive an extension of their plan equal to twice the unavailable time, rounded up to whole days. This is in addition to your statutory rights.
Contact
Francesca Chimenti, sole proprietorship (impresa individuale) trading as HelpCore.ai · Corigliano-Rossano (CS), Italy · Registered with the Companies Register of Cosenza (Registro Imprese di Cosenza) · VAT ID [P.IVA da inserire] · support@helpcore.ai