Support Policy

01 Purpose

This Support Policy explains how Big Bull Technologies, LLC (“Big Bull Technologies,” “BBT,” “we,” “our,” or “us”) provides customer support for Before the Call (“B4C”).

Our goal is to provide helpful, timely, and professional assistance while maintaining a fair and consistent support experience for all Customers.

This Policy supplements the Terms of Service and any applicable Subscription Agreement.

02 Scope

This Policy applies to support provided for:

• The Before the Call platform
• Customer accounts
• Administrative features
• Platform configuration
• Technical issues
• Product questions
• General platform guidance

Support availability may vary depending on subscription level, service agreements, or promotional offerings.

03 Support Channels

Customers may contact Big Bull Technologies at ashlea@bigbulltech.io, or by using the support methods published on the Before the Call website.

Available support channels may include:

• Email
• Support request forms
• Knowledge Base
• Documentation
• Live chat (when available)
• Scheduled meetings (when available)

Available support options may change as the platform evolves.

04 Hours of Support

Standard support is provided during normal business hours as published by Big Bull Technologies.

Support requests submitted outside normal business hours, on weekends, or during recognized holidays may be addressed on the next available business day.

If expanded support hours or premium support plans are offered in the future, they will be described separately.

05 Types of Assistance

Whenever practical, we will also provide recommendations for best practices within the intended administrative scope of the platform. Requests outside the scope of standard support may be declined or referred to other resources.

06 Customer Responsibilities

To help us provide effective support, Customers should:

• Provide accurate account information.
• Describe issues as clearly as possible.
• Include screenshots or error messages when available.
• Identify affected users or departments.
• Respond to follow-up questions when requested.
• Maintain current contact information.

Providing complete information helps us investigate issues more efficiently.

07 Product Feedback

We welcome suggestions for improving Before the Call.

Feature requests and customer feedback are reviewed as part of our ongoing product development process.

Submitting a suggestion does not guarantee that a feature will be developed or implemented.

08 Bug Reports

Customers are encouraged to report suspected software defects.

When reporting a bug, it is helpful to include:

• Steps to reproduce the issue
• Expected behavior
• Actual behavior
• Device and browser information
• Screenshots or screen recordings, if available
• Any error messages displayed

We review reported issues and prioritize fixes based on factors such as severity, impact, security, and product roadmap priorities.

09 Response Times

Big Bull Technologies strives to respond to support requests as promptly as reasonably possible.

Response times may vary depending on:

• Request volume
• Severity of the issue
• Subscription level
• Availability of technical staff
• Business hours

10 Platform Maintenance

From time to time, Before the Call may undergo:

• Scheduled maintenance
• Security updates
• Infrastructure improvements
• Feature releases
• Emergency maintenance

Whenever practical, advance notice will be provided for scheduled maintenance that may materially affect platform availability.

Emergency maintenance may occur without advance notice when necessary to protect Customers or the Services.

11 Communication During Service Issues

If a significant platform issue occurs, Big Bull Technologies may communicate updates through:

• Email
• The Before the Call website
• Platform notifications
• Status pages (if available)
• Other appropriate communication channels

Our goal is to keep Customers informed as meaningful information becomes available.

12 Customer Conduct

We expect all interactions with our team to remain respectful and professional.

Harassment, abusive language, threats, discrimination, or other inappropriate conduct directed toward Big Bull Technologies personnel may result in limitations on support interactions or other actions permitted under the Terms of Service.

13 Continuous Improvement

Customer support is an important part of improving Before the Call.

Support interactions help us:

• Identify product improvements
• Improve documentation
• Prioritize bug fixes
• Enhance usability
• Better understand customer needs

We regularly review support trends to improve both the platform and the customer experience.

14 Changes to This Policy

Big Bull Technologies may update this Support Policy periodically.

Material changes will become effective on the published Effective Date after reasonable notice has been provided through the Services, our website, email, or another appropriate communication method.

15 Contact

Questions regarding this Support Policy may be directed to Big Bull Technologies at ashlea@bigbulltech.io.

16 Related Documents

• LEG-001 — Terms of Service
• LEG-004 — Billing & Subscription Policy
• TRU-001 — Security Overview
• GOV-001 — Documentation Standards
• KB-001 — Knowledge Base (when published)

17 Revision History