Support and Update Policy

2026 Founding Edition

Important Summary

Auction Command Center (“ACC”) provides bounded customer support for eligible purchasers of the 2026 Founding Edition through December 31, 2026. The official support channel is support@auctioncommandcenter.app. A website support form may also be provided, but it routes into the same support process and does not create a separate service level.

Support covers setup, Google authorization, documented supported configuration, customer-data importing, Product delivery or access, documented update and recovery procedures, and suspected Product defects. ACC targets a first substantive response within two business days after receiving a sufficiently complete request. This is a response goal, not a guaranteed service level, resolution time, or promise of live availability.

Support does not include guaranteed draft-night emergency response, custom development, spreadsheet repair caused by unsupported edits, fantasy-football strategy consulting, proprietary rankings or projections, third-party platform support, direct fantasy-platform integration, support for undocumented or excluded league formats, or any promise that every defect or third-party compatibility issue will be corrected.

Generally available maintenance releases, defect corrections, compatibility fixes, and documentation updates for the 2026 Founding Edition are included through December 31, 2026. The purchase does not promise new features, custom changes, uninterrupted third-party compatibility, or a free 2027 edition.

1. Purpose and Scope

This Policy explains the support and update commitments included with the Auction Command Center 2026 Founding Edition. It should be read together with the applicable Terms of Sale, Customer License and Permitted Use Terms, Product Disclaimer and Data-Limitation Disclosure, Refund Policy, and Privacy Notice.

This Policy defines the customer-facing support promise. The separate support-intake procedure, diagnostic-field requirements, defect-severity model, triage rules, customer-notice rules, escalation rules, and emergency-release process are operational controls implemented under separate work items.

2. Support Eligibility and Support Period

Support is available to the identified original purchaser while all of the following remain true:

• the order is valid, paid, and not fully refunded, reversed, or successfully charged back;

• the Product license has not been terminated for breach or prohibited use;

• the request concerns the 2026 Founding Edition;

• the request is submitted no later than December 31, 2026; and

• the request falls within the supported scope described in this Policy.

Support and generally available update eligibility end at 11:59 p.m. Central Time on December 31, 2026. The Product’s separate active-use license may continue through February 28, 2027, but that later license-expiration date does not extend the support or update period.

A full refund, payment reversal, successful chargeback, or license termination ends support and update eligibility associated with the order.

3. Official Support Channels

The official support email is:

support@auctioncommandcenter.app

ACC may publish a support form at auctioncommandcenter.app. A request submitted through that form is treated as a support request routed into the same support process. The form does not create a separate or faster service level.

Social-media messages, public comments, personal email addresses, text messages, phone calls, and messages sent through unrelated channels are not official support requests and may not be monitored. ACC may redirect a customer from another channel to the official support email or form before beginning the support process.

Privacy-rights requests and privacy questions should be sent to privacy@auctioncommandcenter.app. ACC may internally route a misdirected request to the appropriate process, but customers should use the designated address where practical.

4. Covered Support

Within the documented supported environment, ACC support includes reasonable assistance with:

• locating or restoring Product delivery or access for a verified purchaser;

• initial setup and documented first-use steps;

• Google authorization required by the Product;

• documented supported league, roster, budget, and Product configuration;

• the customer-data import template, validation messages, and documented import workflow;

• understanding documented Product functions and customer-input fields;

• following documented reset, recovery, backup, replacement, update, and migration procedures;

• identifying whether reported behavior is expected, caused by customer data or configuration, caused by a third-party service, or a suspected Product defect;

• reproducing and evaluating a suspected failure of a documented core Product function;

• receiving a generally available correction, replacement, update, instruction, recovery step, or reasonable workaround when ACC makes one available;

• correcting delivery, duplicate-charge, or other order issues that ACC is responsible for addressing or coordinating; and

• directing qualifying refund requests into the Refund Policy workflow.

Support is intended to help the customer use the documented Product in a supported configuration. It does not transfer responsibility for customer data, league rules, draft entries, final decisions, account security, backups, or compliance with third-party terms.

5. Response Targets and Communication Expectations

ACC targets a first substantive response within two business days after receiving a sufficiently complete request through an official support channel.

For this Policy, “business day” means Monday through Friday, excluding United States federal holidays, measured in Central Time. A request received on a non-business day is treated as received on the next business day.

The response target is a goal, not:

• a guaranteed service level;

• a guaranteed resolution time;

• a promise that a defect will be corrected;

• a promise that a replacement or update will be available within two business days;

• a promise of continuous inbox monitoring; or

• a promise of live, synchronous, or draft-night emergency support.

A first substantive response may provide an answer, request minimum additional information, explain a documented limitation, identify a third-party issue, provide a workaround, begin a technical evaluation, or state the next reasonable step.

Complex technical evaluation, security review, provider investigation, payment investigation, reproduction, correction, testing, or release preparation may take longer. ACC will communicate material status changes when reasonably practical.

A request is considered sufficiently complete when ACC has enough information to identify the customer or order when needed, understand the issue, and begin a reasonable response. The detailed intake fields and completeness rules are maintained in the separate support-intake process.

6. Customer Responsibilities

To receive effective support, the customer is responsible for:

• using the Product only in a documented supported configuration;

• maintaining access to the purchase email, eligible Google account, compatible browser, reliable internet connection, and required Google authorization;

• following the current setup, import, update, reset, recovery, backup, and migration instructions;

• supplying accurate, authorized, and suitable player, league, roster, owner, budget, and transaction data;

• verifying official league settings, scoring, eligibility, bids, rosters, budgets, and results against the official league or auction platform;

• maintaining secure working and backup copies;

• avoiding unsupported structural edits, script changes, deleted formulas, renamed protected tabs, overwritten calculated cells, bypassed workflows, public sharing, or unauthorized redistribution;

• installing generally available updates and following replacement or migration instructions;

• providing enough factual detail to allow reasonable investigation;

• responding to reasonable requests for clarification or minimum diagnostic information; and

• making every final bidding, nomination, roster, and strategy decision.

ACC may pause or close a support matter when the customer does not provide information reasonably necessary to continue, declines a documented corrective step, or requests assistance outside the supported scope.

7. Diagnostic Materials and Privacy

ACC ordinarily does not receive or access the contents of a customer’s workbook through Google authorization. Human review occurs only when the customer deliberately sends specific information, screenshots, files, or a diagnostic copy for support, testing, security, legal, or another stated purpose.

Before sending support materials, the customer must remove unnecessary personal information, including unrelated owner names, email addresses, notes, or other content not needed to investigate the issue. Customers must not send passwords, authentication codes, full payment-card numbers, government identifiers, health information, or unrelated sensitive information.

When a diagnostic copy is requested, ACC will obtain explicit customer authorization before review. ACC will use the submitted materials only for the stated support, testing, security, legal, or related operational purpose.

Support correspondence may be retained for up to 24 months after the matter closes. Customer-provided diagnostic files, screenshots, and workbook copies will normally be deleted within 30 days after the matter closes, unless the customer requests earlier deletion or continued retention is reasonably necessary for a documented dispute, security incident, or legal obligation.

The applicable Privacy Notice governs personal-information handling and customer privacy rights.

8. Exclusions and Support Boundaries

Support does not include:

• guaranteed live draft-night, weekend, evening, holiday, or emergency response;

• phone, video, screen-sharing, or live co-pilot support unless ACC separately agrees in writing for a specific matter;

• fantasy-football strategy consulting, draft coaching, roster advice, bidding advice, nomination advice, or outcome recommendations;

• proprietary player rankings, projections, auction values, tiers, target grades, maximum bids, player news, injury news, or other third-party data;

• custom development, custom formulas, custom scripts, custom features, bespoke league support, or one-off Product modifications;

• direct integration with ESPN, Yahoo, Sleeper, CBS, NFL, or another fantasy platform;

• automated bidding, automated nominations, live synchronization, or automatic official transaction recording;

• support for IDP, keeper, dynasty, contract, salary-retention, best-ball, guillotine, snake-draft, undocumented roster, or other excluded formats;

• general Google Workspace, browser, device, network, email, fantasy-platform, or third-party data-provider support beyond reasonable Product-specific guidance;

• data cleaning, ranking creation, projection creation, league-rule interpretation, commissioner services, or third-party license compliance;

• repair of a copy damaged by unsupported edits, deleted formulas, altered scripts, renamed or removed protected tabs, overwritten calculated cells, bypassed protections, or unauthorized modification;

• recovery of customer files or data that the customer failed to back up where ACC does not control the file or storage;

• support for unauthorized, publicly shared, redistributed, transferred, refunded, reversed, charged-back, expired, or terminated Product copies;

• a guarantee that every reported defect will be reproduced, corrected, or corrected before a customer’s draft; or

• a guarantee of compatibility with every Google, browser, fantasy-platform, provider, or third-party change.

ACC may still provide limited guidance or a discretionary courtesy outside these boundaries. A courtesy does not permanently expand the paid support commitment or create a future service obligation.

9. Third-Party Services and Availability

The Product depends on third-party services, including Google Sheets, Google Drive, Apps Script, Google Cloud, browsers, internet providers, email providers, Lemon Squeezy, fantasy platforms, and customer-selected data sources.

ACC does not control those services and cannot guarantee their uninterrupted availability, compatibility, policies, security requirements, limits, or continued features. ACC may provide Product-specific guidance, a documented workaround, a replacement, or a compatibility update when reasonably practical, but ACC does not become the support provider for the third-party service.

A temporary outage or third-party change does not automatically establish a Product defect or refund right when the Product remains substantially usable or ACC provides a reasonable workaround.

10. Updates and Release Delivery

Eligible purchasers receive maintenance releases, defect corrections, compatibility fixes, and documentation updates that ACC makes generally available for the 2026 Founding Edition through December 31, 2026.

Updates may be delivered through a replacement workbook, revised file, patch, customer instruction, recovery procedure, delivery email, customer portal, authenticated link, or another reasonable method.

The customer is responsible for:

• maintaining backups before applying an update;

• installing or adopting the update within a reasonable time;

• following migration, replacement, reset, or recovery instructions;

• preserving customer data as directed; and

• confirming that the updated copy is operating correctly before relying on it during a live draft.

The update commitment does not promise:

• new features or roadmap items;

• custom changes;

• support for excluded or undocumented formats;

• continuous compatibility with every third-party change;

• correction of every defect;

• uninterrupted operation;

• extension of support after December 31, 2026;

• extension of the 2026 active-use license; or

• a free 2027 or later edition.

ACC may prioritize security, authorization, data-integrity, delivery, compatibility, and documented core-function corrections over cosmetic improvements or lower-impact changes. The detailed severity, triage, notice, and escalation rules are maintained separately.

11. Cure Attempts, Workarounds, and Refund Coordination

For a suspected Product defect or material nonconformity, ACC may reasonably respond by:

• explaining the documented workflow or limitation;

• requesting minimum diagnostic information;

• correcting delivery or access;

• providing a replacement copy;

• directing the customer through setup, update, reset, recovery, or migration;

• correcting a defect;

• supplying a generally available update;

• providing a reasonable workaround; or

• determining that the issue is caused by unsupported use, customer data, customer modification, or a third-party service.

For a technical or material-nonconformity refund claim, the customer must provide ACC a reasonable opportunity to investigate and make one reasonable cure attempt, consistent with the Refund Policy. A support response or cure attempt does not guarantee that the issue will be resolved within two business days.

Refund eligibility, approval authority, provider processing, timing, license termination, and customer deletion obligations are governed by the Refund Policy and the Terms of Sale. Support personnel or communications must not promise a refund outside that process.

12. Suspension, Closure, and Termination of Support

ACC may suspend or limit support while investigating suspected fraud, payment reversal, unauthorized distribution, security abuse, prohibited use, or a material breach of the customer terms.

ACC may close a support matter when:

• the issue is resolved;

• the customer confirms no further assistance is needed;

• ACC has provided the applicable documented answer, limitation, workaround, replacement, or update;

• the matter is outside the supported scope;

• the customer does not provide reasonably requested information after follow-up;

• the customer declines a reasonable supported step needed to continue;

• the request duplicates an already active matter;

• the Product entitlement has ended; or

• the matter has been transferred to a refund, privacy, security, payment-provider, legal, or other appropriate process.

Closing a support matter does not prevent the customer from submitting a new request with materially new information while support eligibility remains active.

13. Changes and Version Control

ACC may revise this Policy for future purchases, future editions, or future support operations. The version incorporated into or presented with an order governs the material support and update commitment for that purchase unless a later change is required by law or is more favorable to the customer.

ACC may clarify procedures, channels, intake fields, documentation, diagnostic steps, and operational details without reducing the material paid commitment.

ACC will not retroactively reduce the included support period, included update period, covered core support categories, or stated response target for an existing eligible purchase without a lawful basis.

Each published version and effective date should be preserved so ACC can identify the policy associated with a customer order.

14. Contact

Product, order, delivery, refund, and support requests:

support@auctioncommandcenter.app

Privacy questions and privacy-rights requests:

privacy@auctioncommandcenter.app