Version 1.0 · Last updated: August 14, 2026
This Support Policy describes the support Migna Safety Solutions LLC provides with a paid subscription. It is referenced by the Order Form and by Section 15.1 of the Master Services Agreement, which makes the response targets below contractual where an Order Form does not state different ones.
There is no phone line. Saying so plainly is better than implying a support desk that does not exist.
Business days are Monday to Friday, US Eastern time, excluding US federal holidays.
These are the targets for agreements signed from today. If your Order Form states different response times, those apply to you — a signed agreement is never narrowed by a change to this page.
| Situation | We acknowledge | We resolve |
|---|---|---|
| The Service is unavailable, or you are blocked from using it | 1 business day | Fix or workaround within 2 business days |
| Something is broken but there is a way around it | 1 business day | Next release |
| Question or how-to | 1 business day | — |
| Feature request | 1 business day | No date promised |
Acknowledgement means a substantive reply from a person, not an automated receipt. These are commitments as to response, not as to resolution time. Acknowledging a feature request is not agreeing to build it.
Production is monitored continuously. If the Service goes down we contact affected customers rather than waiting to be asked, and follow up in writing afterwards with what happened, how long it lasted, and what changed so it does not repeat.
Availability commitments and service credits, where they apply, are in Sections 15.2 and 15.3 of the Master Services Agreement and on your Order Form.
Migna Safety Solutions LLC · Miami, FL · info@mignasafetysolutions.com