Policies
Support policy
Help from real people for as long as you own your drive, at no extra cost.
Last updated October 9, 2026
- Free support by ticket for every drive, with no time limit.
- A reply within two business days, usually sooner.
- Free bug and security fixes; feature updates are optional at $99 per edition.
How to get help
Start with the support center: its guides cover setup, Windows security prompts, updates, and the most common questions. If you need a person, open a support ticket. You do not need an account; we email you a private link to follow the conversation.
Response times
We reply within two business days (Monday to Friday, US Central time, excluding US federal holidays). Most tickets get an answer the same or next business day.
What support covers
- Getting your drive running on your computer, including the Windows prompts on first start
- Using the dashboard and features of the editions you own
- Problems, error messages, and anything that does not work as described
- Installing updates and additional editions
- Advice on whether a computer can run your editions
What it does not cover
- Repairing or configuring your computer, network, or other software
- Writing, checking, or approving the content you produce with the AI. Every AI draft needs your review before you use it.
- Custom features or training. Ask us if you need these.
Updates
- Bug fixes and security fixes are free for every edition you own, for as long as we publish them.
- Feature updates and upgrades are $99 per edition. Each one brings that edition up to the newest version, so you can skip any you do not need.
- Your drive keeps working whether or not you buy an update. There is no subscription.
Updates are downloaded from your account and installed with the updater on your drive.
Hardware problems
Drives that fail within one year are replaced free. See returns and refunds.