1. Purpose of This Policy
This Support Policy defines the scope, channels, availability, and limitations of technical and operational support provided by NuMetric Accounting Technology (“NuMetric”, “we”, “us”) in connection with its SaaS products and services.
This policy complements and should be read together with NuMetric’s Service Level Agreement (SLA) and other governing documents available under the Legal & Compliance section at: https://help.numetric.work
2. Scope of Support
NuMetric Support is provided to assist customers with:
Accessing and using NuMetric services as designed
Understanding system functionality and workflows
Resolving technical issues related to platform availability or errors
Clarifying system behavior related to configuration and setup
Support is not a substitute for professional services, accounting advice, tax advisory, or system customization.
3. Support Channels
NuMetric provides support through the following official channels:
In-app support / Help Center (Intercom)
Email support, where applicable
Knowledge Base & Help Articles at https://help.numetric.work
Requests submitted outside official channels may not be tracked or responded to.
4. Support Availability
Unless otherwise stated in a specific subscription plan or written agreement:
Support Hours:
Business days, during standard operating hours based on the applicable service regionLanguages:
English and Arabic (availability may vary by region and plan)
Support availability, response targets, and uptime commitments are governed by the NuMetric SLA.
5. Incident Classification & Response
NuMetric categorizes support requests based on severity and impact, such as:
Platform unavailability
Degraded performance
Functional errors
General usage inquiries
Target response times are defined in the Service Level Agreement (SLA) and may vary depending on:
Severity level
Subscription plan
Region
6. What Is Not Included in Support
Unless explicitly agreed in writing, NuMetric Support does not include:
Accounting, tax, legal, or regulatory advice
Data entry, bookkeeping, or transaction processing on behalf of customers
Custom development, feature modification, or bespoke workflows
Third-party system troubleshooting (banks, payment gateways, tax portals, external APIs)
Training beyond publicly available documentation
Historical data correction caused by user input or configuration decisions
7. Customer Responsibilities
To receive effective support, customers are responsible for:
Providing accurate and complete information related to the issue
Ensuring authorized users submit support requests
Maintaining valid contact information
Following recommended configurations and system requirements
Complying with NuMetric’s Acceptable Use and security requirements
Failure to meet these responsibilities may delay or limit support.
8. Free / Starter Plans Support
Users on free, trial, or starter plans may receive:
Community or documentation-based support
Limited response times
Reduced or no guaranteed SLA commitments
The level of support for free or starter plans is defined in the applicable Starter Account or subscription documentation.
9. Escalation
Where appropriate, NuMetric may internally escalate support requests based on:
Severity
Regulatory impact
Platform stability considerations
Escalation does not alter SLA commitments unless explicitly stated.
10. Relationship to SLA
This Support Policy operates alongside NuMetric’s Service Level Agreement (SLA).
The SLA governs:
Uptime
Availability targets
Service credits (if applicable)
This Support Policy governs:
How support is delivered
What is included or excluded
Customer responsibilities
In case of any conflict, the SLA and Terms & Conditions shall prevail.
11. Updates to This Policy
NuMetric may update this Support Policy from time to time to reflect operational, regulatory, or service changes.
Updated versions will be published at: https://help.numetric.work
Continued use of the Services after publication constitutes acceptance of the updated policy.
12. Contact
For support-related inquiries, please use the official support channels available within the NuMetric platform or via the Help Center.