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Support Policy
Effective date: March 4, 2026

This Support Policy explains what support is included with MRH products and how to contact Lovixia Dynamic Solutions (“Lovixia”, “we”, “us”).

Contact
Support: [email protected]
Order / delivery: [email protected]

Included support for MRH Core (DIY)
MRH Core includes 14 days of onboarding support starting on the date we deliver your onboarding packet, secure download link, and license details.

Support channel
Support is provided by email only at [email protected].

Typical response time
We aim to respond within 2 business days. Response time is not guaranteed and may vary based on volume, timing, and issue complexity.

What’s included with DIY onboarding support

  • Access and delivery questions, including routing to [email protected] when appropriate
  • Basic setup guidance, such as enabling macros and completing first-run steps
  • Guidance on onboarding templates and required fields
  • Clarification on core workflows and intended product usage
  • Confirmed defects in the unmodified product, at our discretion, through fixes or reasonable workarounds

What’s not included with DIY support

  • Data cleanup, data entry, or spreadsheet preparation work
  • Process redesign, ERP-style consulting, or broader business consulting
  • Customization, new features, or report development unless separately quoted and approved
  • Support for environments that block macros or VBA by policy
  • Support for versions modified by you or a third party, except where we choose to assist at our discretion

Guided Launch and Full Implementation
Support for Guided Launch and Full Implementation is defined by the applicable product description, written scope, and Terms of Sale & Services. These service paths include structured onboarding and support within the purchased scope.

MRH Special Scope Assessment
MRH Special Scope Assessment is a paid review path for nonstandard MRH Core situations. It is not part of the included DIY support window.

Paid support and advisory
After the included support window ends, or if your request falls outside the included scope, additional help may be available through paid services, approved advisory sessions, or separately quoted work, as offered at the time.

System compatibility reminder
MRH requires Microsoft Excel for Windows desktop with macros enabled. MRH is not supported on Mac, Excel mobile app, or Excel for web.