Legal
Support Policy
How to reach Contentment Foundation Support, how incidents are prioritized and responded to, and what falls outside the scope of Support.
Under review
These policies moved across from our previous website in August 2026, with their wording unchanged. They are being reviewed and some details may be out of date. If something here looks wrong, please tell us at hello@contentment.org.
This Contentment Foundation Support Policy ("Support Policy") accompanies the Contentment Foundation Terms of Service, available at https://www.contentment.org/policy/terms-of-services or a successor URL (the "Agreement") entered into between you ("Customer") and The Contentment Foundation. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Contentment Foundation offers support services for the Service ("Support ") in accordance with the following terms:
A. Support Hours
Support is provided during working hours from 9 to 5, 5 days per week. Response times may vary depending on time of day, or during weekends and holidays.
B. Incident Submission and Customer Cooperation
Customer may report errors or abnormal behavior of the Service (" Incidents") by contacting Contentment Foundation in the Service via the support messenger or via email at hello@contentment.org. Customer will provide information and cooperation to Contentment Foundation as reasonably required for Contentment Foundation to provide Support. This includes, without limitation, providing the following information to Contentment Foundation regarding the Incident:
- Aspects of the Service that are unavailable or not functioning correctly
- Incident's impact on users
- Start time of Incident
- List of steps to reproduce Incident
- Relevant log files or data
- Wording of any error message
C. Incident Response
Contentment Foundation's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.
| Priority Level | Description | Target Response Times |
|---|---|---|
| Priority 1 | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. | 2 Hours |
| Priority 2 | Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. | 1 Day |
| Priority 3 | Non-critical issue; no significant impact on performance of the Service but user experience may be affected. | 3 Days |
D. Exclusions
Contentment Foundation will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force major events or other factors outside of Contentment Foundation's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
Other policies
- Privacy Policy What personal information The Contentment Foundation collects, how we use and share it, and the rights you have over it.
- Terms of Service The legally binding terms and conditions for using The Contentment Foundation's site, applications and services.
- Cookie Policy How cookies are used across Contentment Foundation's sites and applications, and how to control them, as published on the previous Wix site.
- Security Policy How Contentment Foundation protects customer data across its infrastructure, authentication, data handling and payment processing, and what customers are responsible for in turn.
- Third Party Policy The subprocessors that may process personal data on The Contentment Foundation’s behalf, and what each one does.
- Acceptable Use Policy What you agree not to do when using Contentment Foundation's websites and communications products, and what happens if you do.
- Payment and Refund Policy How subscriptions to the Four Pillars platform renew, what happens when a payment fails, and how to cancel and get a refund within the 30-day window.
- Service Level Agreement The uptime commitment, exclusions and scheduled maintenance terms that accompany the Contentment Foundation Terms of Service.