SCOPE
Document scope
This page describes how to reach AdaptOrch for support, billing, and security communications, our operating hours, and response-time commitments for the AdaptOrch SaaS website and application.
Status: operational support reference. Response-time targets are good-faith commitments, not guaranteed service-level agreements unless stated in a signed enterprise agreement.
§ 01
Contact channels
General support: ingeng2004@gmail.com — product questions, usage help, bugs, and account access.
Billing & subscriptions: ingeng2004@gmail.com — payments, invoices, upgrades, downgrades, and refunds.
Security reports: ingeng2004@gmail.com — suspected vulnerabilities and security incidents (see § 05).
§ 02
Operating hours & coverage
Support is staffed Monday to Friday, 09:00–18:00 KST (UTC+9), excluding Republic of Korea public holidays. Messages received outside these hours are handled on the next business day, except for active security incidents which are triaged as soon as practicable.
§ 03
Response time (SLA)
Pro and Team plans: first human response within 24 hours.
Starter plan: best-effort response; we aim to reply within a reasonable window but do not commit to a fixed target.
Security incidents: treated as highest priority regardless of plan and acknowledged as soon as practicable.
For messages received during operating hours (§ 02), the 24-hour target is measured from receipt. For messages received outside operating hours, the target is measured from the start of the next business day's operating hours, so an average response is still typically well within 24 business hours of hours actually staffed. This is a good-faith operational commitment, not a financial-credit-bearing service-level agreement, unless set out in a signed enterprise agreement. Security incidents (§ 05) are triaged immediately regardless of operating hours.
§ 04
Billing & subscription support
Paid plans are billed through Polar as Merchant of Record. For payments, invoices, upgrades, downgrades, cancellation, withdrawal, and refunds, see our Refund & Withdrawal Policy and manage your subscription via the Polar customer portal.
§ 05
Security incident reporting
To report a suspected vulnerability or security incident, follow our Vulnerability Disclosure policy and email ingeng2004@gmail.com. Please do not include sensitive credentials in your initial message.
§ 06
Status & known issues
For platform status, known issues, and feature requests, see our public issue tracker at github.com/dmae97/Adaptorch-MCP/issues.
CONTACT
Questions and updates
For support questions, contact ingeng2004@gmail.com. For security reports, contact ingeng2004@gmail.com. For privacy requests, contact ingeng2004@gmail.com.