Support Policy
OhioMade support is designed around operational clarity, platform stability, and self-service workflows. This policy explains what OhioMade supports, what customers control, and how the platform is intended to operate long-term.
Platform direction
OhioMade is designed to minimize operational confusion through platform laws, onboarding state validation, scoped access control, audit history, and operational AI assistance.
1. Support philosophy
OhioMade support is intended for platform operation, stability, onboarding exceptions, technical investigation, and operational clarification.
OhioMade is intentionally designed to reduce dependency on large manual support teams. The platform uses onboarding workflows, realm separation, audit visibility, operational state tracking, and contextual AI assistance to help businesses understand most operational issues directly inside the system.
2. Hosted vs private deployment
Hosted services
OhioMade maintains the infrastructure, software stack, updates, backups, and operational hosting environment.
Private deployment
The customer controls the server, operating system, database, DNS, SSL, firewall, and long-term environment maintenance.
Environment drift
Upgrades, server changes, hosting changes, OS changes, PHP changes, database changes, or third-party modifications may break compatibility over time.
3. Operational responsibility
Businesses remain responsible for their operational decisions. OhioMade does not hire employees, terminate employees, approve payroll manually, schedule shifts, manage taxes, or operate the customer’s business.
The platform provides workflow structure, onboarding pipelines, readiness visibility, records, permissions, and operational tooling. The business owns the decisions made inside that structure.
4. AI-first operational assistance
Contextual guidance
OhioMade AI is intended to explain operational blockers, missing onboarding requirements, realm access issues, billing state, and workflow readiness directly inside the dashboard.
Reduced support dependency
The long-term direction of OhioMade is operational self-service, where most questions can be answered directly by the platform itself.
Scoped visibility
AI assistance respects business context, active realm access, permissions, and operational scope boundaries.
5. What support includes
Platform investigation
Reviewing logs, identifying reproducible issues, and investigating confirmed platform-level defects.
Operational clarification
Explaining how onboarding, realms, permissions, workflows, and operational states are intended to function.
Security & stability
Addressing confirmed security issues, operational failures, infrastructure stability concerns, and severe platform outages.
6. What support does not include
Business management
OhioMade does not manage daily staffing decisions, workforce discipline, hiring choices, or internal company policy enforcement.
Unlimited custom work
Feature requests, custom integrations, rewrites, or custom operational workflows are separate development work unless explicitly agreed.
Private engine disclosure
OhioMade support does not include exposing internal platform source code, architecture internals, security layers, schemas, or proprietary implementation details.
7. Version compatibility
OhioMade private deployments are delivered against known working environments at the time of deployment.
Future compatibility with operating systems, PHP versions, database versions, extensions, vendor packages, or infrastructure tooling is not guaranteed indefinitely.
Long-term compatibility work, migrations, upgrades, and environment modernization may require maintenance agreements or paid upgrade work.
8. Agency & onboarding support
OhioMade may use internal or external agents to assist businesses with onboarding, operational setup, migration guidance, or training workflows.
All agent access is intended to remain scoped, auditable, business-aware, and revocable through Identity v2 controls.
9. Recommended maintenance direction
Long-term operational stability depends on controlled environments, disciplined upgrades, monitored infrastructure, backups, and maintaining alignment with supported platform versions.
Businesses operating critical infrastructure are encouraged to maintain structured maintenance plans rather than relying on emergency-only recovery.
10. Contact
Support: support@ohiomade.us