Stillway Support Policy
Last Updated: April 8, 2026
This Support Policy describes how Stillway provides technical support to customers. It is referenced by the Stillway Customer Agreement but does not create binding service level commitments. Stillway may update this policy as our support capabilities evolve.
Onboarding
Every new Stillway customer receives onboarding support to help get up and running quickly. Onboarding assistance may include help with:
- Account setup and business profile configuration
- Service and practitioner configuration
- Availability and scheduling setup
- Client data import from previous systems
- Intake form creation and customization
- Booking page setup and branding
- SMS and notification configuration
- Payment processor connection
Onboarding support is provided through the same designated channels listed below. The scope and depth of onboarding assistance may vary based on your Subscription Plan and the complexity of your setup. Stillway will work with you to prioritize what matters most for your practice.
Satisfaction Commitment
We want every customer to feel confident choosing Stillway. During your first 30 days on a paid Subscription Plan, if something isn't working the way you expected, reach out to our support team — we will work with you to resolve the issue.
If after working together we're unable to address your concerns to your satisfaction within that first 30-day period, you may cancel your subscription and receive a full refund of your first month's subscription fee. To request a satisfaction refund, submit a request through app.stillway.ai/support or email support@stillway.ai within 30 days of your first paid subscription charge.
This commitment applies to your first month's subscription fee only and does not apply to third-party charges, payment processing fees, or fees for services delivered by the customer to their clients.
Support Channels
All support requests should be submitted through the following designated channels:
- In-app support (preferred): Submit requests and track their status at app.stillway.ai/support.
- Email: support@stillway.ai (for account access issues or when you cannot reach the in-app tool)
The in-app support tool is the primary channel for all support requests. It allows you to track the status of your requests and helps our team respond efficiently. Stillway is not obligated to respond to requests submitted through channels other than those listed above (for example, social media, personal email, or phone calls to team members).
Support Hours
Stillway support is available during regular business hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding US federal holidays.
Critical issues affecting platform availability may be addressed outside regular business hours at Stillway's discretion.
Response Time Targets
Stillway aims to respond to support requests within the following timeframes. These are targets, not guarantees.
| Severity | Description | Target First Response |
|---|---|---|
| Critical | Platform is unavailable or a data integrity issue is suspected | 4 business hours |
| High | A core feature is impaired but a workaround exists | 1 business day |
| Normal | General questions, configuration help, feature requests | 2 business days |
Stillway determines the severity classification of each request based on the information provided.
What Support Covers
Stillway support assists with:
- Platform access and account issues
- Configuration and setup questions
- Troubleshooting booking, scheduling, and messaging features
- A2P 10DLC registration status and guidance
- Billing and subscription inquiries
- Bug reports and unexpected behavior
What Support Does Not Cover
Stillway support does not include:
- Professional, legal, or regulatory advice (including HIPAA, TCPA, or licensing guidance)
- Services delivered by customers to their clients
- Third-party integrations not provided by Stillway (custom websites, external software)
- Ongoing data entry or custom development
- Data migration from systems that do not support standard export formats
Platform Availability
Stillway strives to maintain high platform availability but does not guarantee uninterrupted service. Planned maintenance will be communicated in advance when feasible. Stillway monitors platform health and will communicate significant outages through the designated support channels or a status page when available.
Escalation
If a support request is not being resolved to your satisfaction, you may request escalation by replying to the existing support thread and noting that you would like the issue escalated. Escalated requests are reviewed by a senior team member.
Contact
app.stillway.ai/support support@stillway.ai