Effective Date: February 28, 2026 Service: ChemViz
1. Purpose
This policy explains how users can get support for ChemViz and what response standards to expect.
2. Contact Channels
- General support: contact@factory471.xyz
- Security reports: contact@factory471.xyz
3. Support Scope
We provide support for:
- Access issues with the ChemViz app/widget.
- Tool behavior in
smart_render_chemical_structure,solve_chemistry_problem, andchemviz. - Rendering failures, error messages, and unexpected outputs.
- Billing or purchase issues related to ChemViz features sold through Gumroad (where applicable).
4. What Support Does Not Include
Support does not include:
- Guaranteed chemistry correctness review for academic grading or publication use.
- Emergency or real-time hotline services.
- Custom integration development unless separately agreed in writing.
5. Response Targets
- Initial response target: within 2 business days.
- High-impact issues (service down/security concern): within 1 business day.
- Resolution times vary based on issue complexity and third-party dependencies.
Business days are Monday through Friday, excluding local/public holidays.
6. Information to Include in Requests
To speed up support, include:
- A clear description of the issue.
- The exact input/query that caused the issue.
- The tool used (
smart_render_chemical_structure,solve_chemistry_problem, orchemviz). - Timestamp and timezone.
- Screenshots or logs, if available.
- Browser/device details.
7. Incident and Security Escalation
For suspected vulnerabilities, data exposure, or abuse:
- Email contact@factory471.xyz immediately.
- Include reproduction steps and potential impact.
- Do not publicly disclose security details until we confirm remediation.
8. Language
Support is provided in English by default. Korean support may be available on a best-effort basis.
9. Policy Updates
We may update this policy from time to time. Updated versions are effective on publication unless stated otherwise.