Legal / Createrun

Help and Support Policy

Last updated: September 23, 2026 · Draft for review

This policy explains how to get help with Createrun, what we support and what we do not. Response times below are targets for a first reply, not guarantees, and they are not commitments to resolve an issue within that time. We do not provide 24/7 support.

  • Documentation: docs.createrun.ai. Start here for installation, configuration and how-to guides.
  • Community: Createrun community [DECISION: community URL]. Ask questions and share answers with other users. Createrun staff may take part on a best-effort basis, but community answers are not official support.
  • Email: support@createrun.com, for customers on a paid edition.

We do not offer phone support or live chat.

What each edition includes
Community Paid editions
Channels Documentation and community Documentation, community and email support
Response Best effort, with no response target First response within 48 business hours (target)
Hours Not applicable Business days, US Eastern Time

The same first-response target applies to all paid editions. Service-level commitments may be offered separately in writing.

Business days are Monday to Friday, excluding US federal holidays, in US Eastern Time. "Business hours" in this policy means hours that fall on a business day. Weekends and US federal holidays do not count toward a response target, and a request sent on one of those days is treated as received at the start of the next business day.

Support is not available 24 hours a day, 7 days a week.

When you open a request, tell us how severe you think it is. We may change the severity after we look at it. For all paid editions, our first-response target is 48 business hours at every severity. It is a target, not a guarantee. Severity-specific targets may be announced later, and service-level commitments may be offered separately in writing.

Severity definitions and first-response targets for paid editions
Severity Definition First-response target
1 – Critical A production instance is down or unusable, or a security issue in the platform is actively affecting you, and there is no workaround. 48 business hours
2 – High A major platform function does not work in production and there is no reasonable workaround. 48 business hours
3 – Normal A platform function does not work as documented, but a workaround exists or the impact is limited. Also problems in test or development environments. 48 business hours
4 – Low Questions about how to use the platform, documentation corrections and feature requests. 48 business hours

A first response means a person has read your request and replied. Resolution depends on the problem. For confirmed platform defects, a fix may come as a workaround, a configuration change or a later release.

We support the Createrun platform: installing and updating it, configuring it as documented, and defects in the platform itself. For self-hosted instances, support covers [DECISION: supported versions, e.g. the current release and the previous one].

What we do not support

  • Your application code. We do not debug, fix or write the applications, forms, workflows, queries or code you build on Createrun. This includes code generated with AI assistance. You are responsible for reviewing and testing it. If you think a problem is caused by the platform, send us a minimal example and we will investigate.
  • Third-party Store items. Items published by other companies are supported by their publishers. Contact details are on the item's Store page. We can help with problems installing an item, but not with how it works.
  • Your infrastructure. For self-hosted instances, the operating system, network, firewall, certificates, database server, backups and hardware are your responsibility. We can tell you what the platform requires, but we cannot administer your systems.
  • Outside services you connect to Createrun, such as your AI model provider, directory service or Git host.
  • Modified or unsupported setups, such as changed platform files, unsupported versions or configurations that differ from the documentation.

Support is provided remotely, by email. We do not need access to your systems. If sharing a log or screen recording would help, we will ask; you decide what to send.

  • Your organization name and the email address on your Createrun account.
  • How you run Createrun: self-hosted, Createrun Cloud or a rented VM.
  • The platform version and, for self-hosted instances, the operating system and database.
  • What you did, what you expected and what happened instead.
  • The exact error message, and when it happened, including your time zone.
  • Steps to reproduce the problem, ideally with a small example.
  • The severity you think it has, and why.
  • Relevant log excerpts or screenshots.

Do not send passwords, API keys, private keys or personal data you do not need to share. Remove them from logs and screenshots first.

Related: Terms of Service · Privacy Policy · Acceptable Use Policy · Data Processing Addendum · Subprocessors · Cookie Notice · Store Terms · Publisher Agreement · Paid Apps Addendum · Security