Customer Recourse
Support & Escalation Policy
Last Updated: May 31, 2026. TraxInteL targets an initial response within 24-48 hours for support, billing, refund, privacy, security, and abuse-report channels.
How To Reach Support
Email [email protected] or open a dashboard support ticket. Start with the support email or dashboard support ticket, include account, order, ticket, or report references, and request privacy, security, billing, abuse, or legal escalation in the subject when needed.
Escalation Channels
General support
Use this channel for product questions, account access, case workflow questions, and support handoffs.
Privacy requests
Use this channel for access, deletion, correction, data portability, privacy complaints, and DPO escalation requests.
Security reports
Use a security subject line for suspected account compromise, vulnerability reports, suspicious login concerns, or report-link exposure.
Refund and billing review
Use this channel with order date, service purchased, receipt email, and Stripe reference if available. Do not include full card numbers or CVC.
Abuse or prohibited-use reports
Use an abuse-report subject line for stalking, harassment, doxxing, unauthorized surveillance, private-data requests, or policy evasion.
Support Ticket Boundaries
- Use account, order, ticket, report, or share-link references before adding sensitive narratives.
- Do not send full card numbers, CVC, passwords, API keys, or private account credentials.
- Do not include target details unless support asks for the minimum context needed to resolve the issue.
- Use secure report links or governed evidence packs instead of attaching raw private data.
- Prohibited-use requests may be rejected, preserved for abuse review, refunded where applicable, or escalated for manual handling.
Support Evidence Metrics
Dashboard support tickets track first response, resolution time, refund decision time, blocked-case explanations, and complaint outcomes when those events apply. These metrics help customers and operators prove the support path without adding unnecessary sensitive case narratives to the ticket.