30-Day Product Support Policy

Applicable to: Eligible MarginForge digital products sold with complimentary product support
Effective Date: August 2026
Seller: MarginForge, LLC

The license to use the purchased version of a Product may continue after the complimentary support period ends, subject to the applicable license and Terms.

Complimentary individual product support does not continue indefinitely.

1. Support Period

Purchase of an eligible MarginForge Product that expressly includes complimentary product support includes thirty (30) calendar days of complimentary product support beginning on the original purchase date.

The support period is tied to the original order.

The support period is not restarted or extended because of:

A replacement download.
A workbook re-download.
A courtesy response.
Delayed use of the Product.
Reinstallation or reopening of the Product.
Assistance provided after the original support period.

2. Included Support

Complimentary product support includes:

Help accessing or opening the delivered Product files.
Clarification of documented Product features and terminology.
Clarification of the documented intended workflow.
Help locating intended user-input cells or worksheets.
Questions about documented Product functionality.
Investigation of a suspected defect in an unmodified Product.
Replacement of the originally purchased file when reasonably available and appropriate proof of purchase is provided.
Reasonable questions concerning the documentation delivered with the Product.

3. Excluded Support

Complimentary product support does not include:

Custom spreadsheet development or customization.
New features, integrations or consulting projects.
Entering, importing, cleaning, analyzing or reviewing the purchaser's business data.
Preparing, selecting, reviewing or approving a customer price.
Reviewing or approving quotes, bids, proposals or contracts.
Selecting or approving a margin target or other business decision.
Business consulting or operational consulting.
Accounting advice.
Tax advice.
Payroll advice.
Legal or regulatory advice.
Engineering, construction, insurance, financial or other professional advice.
General Microsoft Excel training.
Google Sheets conversion or troubleshooting.
Third-party spreadsheet conversion.
Repairing or validating formulas, worksheets, automations, macros, workbook structures or integrations modified by the purchaser.
Support for software, hardware, operating systems, add-ins or third-party services not specifically identified as supported.
Lifetime updates or future major Product versions.

4. Modifications to the Product

MarginForge support is based on the Product as originally delivered.

Changing formulas, protected structures, worksheet layouts, validation, macros, calculations or other Product functionality can affect how the Product operates.

MarginForge may be unable to diagnose or support behavior caused by purchaser modifications.

If an issue occurs in a modified workbook, MarginForge may ask the purchaser to reproduce the issue using an untouched copy of the originally purchased Product.

5. Support Requests

MarginForge may request information reasonably necessary to investigate a support request, including:

Purchaser name.
Purchaser email.
Business name.
Order number.
License ID, if applicable.
Product name.
Product version.
Microsoft Excel or spreadsheet application/version.
Worksheet or feature involved.
Screenshots.
Error messages.
A reasonably specific description of the issue.
The result the purchaser expected.

Purchasers should remove or redact unnecessary confidential or sensitive information before sending files or screenshots.

This can include:

Customer information.
Employee information.
Payroll information.
Tax information.
Financial information.
Personally identifiable information.
Other confidential business information.

Do not send information that is unnecessary for MarginForge to understand the support issue.

6. No Guaranteed Response or Resolution Time

Complimentary support is provided on a commercially reasonable basis.

Unless MarginForge separately agrees in writing to a specific service level, complimentary support does not include a guaranteed response time, resolution time or guarantee that every reported issue can be resolved.

7. End of Complimentary Support

After the 30-day complimentary support period expires, the purchaser may continue using the purchased version of the Product subject to the applicable license and Terms.

MarginForge has no obligation to provide additional individual complimentary support after the support period ends.

MarginForge may, in its discretion, offer:

Courtesy assistance.
Paid support.
Updated documentation.
Community resources.
Replacement files.
Product upgrades.
New versions.
Other assistance.

Providing assistance after the support period on one or more occasions does not create an ongoing support obligation or extend or restart the original support period.

8. Updates and Future Compatibility

Purchase does not include:

Lifetime updates.
All future versions of the Product.
Future major Product releases.
Guaranteed compatibility with future versions of Microsoft Excel.
Guaranteed compatibility with future operating systems.
Guaranteed compatibility with future devices, add-ins or third-party software.

Corrections, updates or revised versions may be provided by MarginForge in its discretion unless otherwise expressly stated in writing.

9. Supported Format

MarginForge Excel-based Products are designed for:

Microsoft Excel (.xlsx)

Google Sheets compatibility is not guaranteed and use in Google Sheets or other spreadsheet applications may alter formatting, validation, charts or formula behavior.