1. Scope
This Support Policy explains how we handle inquiries, incidents, and requests related to Sound Textures.
Support is provided by Andrés Felipe Mahecha Galán, an individual based in Barranquilla, Colombia, operating under the brand Blended Pareto / Sound Textures.
2. Official channel
The official support channel is: [email protected]
We do not guarantee support through unofficial channels, personal accounts, social media, public comments, or unauthorized third parties.
3. What support covers
Support may cover, among others:
- questions about registration or waitlist;
- product access when available;
- visible site or main workflow failures;
- reasonable usage or access issues;
- bug, security, or abuse reports;
- general questions about functionality or availability.
4. What support does not cover
Unless expressly stated in writing, support does not include:
- personalized audio, production, mixing, or sound design consulting;
- support via WhatsApp, phone, or video call;
- enterprise SLA or guaranteed response times;
- custom development;
- review of complete user projects;
- support for integrations, environments, systems, or third-party tools not controlled by us;
- recovery of files, results, or sessions lost due to causes beyond our operation.
5. Response times and priority
Support is provided on a best-effort basis.
We will make reasonable efforts to respond within a prudent timeframe, but we do not guarantee fixed response times or uninterrupted service.
We may prioritize, at our sole discretion:
- security incidents;
- critical errors;
- failures affecting multiple users;
- legal, regulatory, or abuse matters;
- requests directly related to access or basic service continuity.
6. Beta or early-stage service
Sound Textures may be in an experimental, beta, limited access, or early evolution phase. Therefore:
- some features may change, disappear, or malfunction;
- documentation may be limited;
- availability may vary;
- support may be more restricted than it would be for a mature commercial version.
7. Requirements for receiving support
To help you reasonably, we may request:
- a clear description of the problem;
- email used for registration or access;
- screenshots, error messages, or steps to reproduce the issue;
- basic context of usage related to the incident.
We reserve the right not to address requests that are incomplete, abusive, offensive, repetitively unfounded, or sent through unofficial channels.
8. Security and misuse
If you detect a potential security issue or abuse, contact us at [email protected] with as much detail as possible.
We ask that you do not exploit vulnerabilities, access others' data, or interfere with the service while reporting the finding.
9. Changes to this policy
We may update this Support Policy at any time to reflect operational or product changes. The current version will be the one published on our official channels.