TransferPilot Support and Updates Policy.

Effective from the date shown on the version published at the time of purchase.

1 Support included

Standard email support is included at no additional charge for a TransferPilot major version while that major version remains supported.

Support is available by emailing [email protected]. We aim to provide an initial response within two working days, Monday to Friday excluding public holidays in England. This is a target rather than a guaranteed response time.

2 What support covers

Support covers reasonable assistance with:

• downloading and installing TransferPilot;

• opening and using the application;

• creating, editing and running upload or download profiles;

• understanding transfer statuses and built-in retry controls; and

• investigating a reproducible problem that appears to be caused by TransferPilot.

3 What support does not cover

Support does not include:

• providing, configuring, administering or repairing an FTP server or hosting account;

• recovering FTP usernames, passwords or other third-party credentials;

• configuring routers, firewalls, local networks, internet connections, Macs or third-party applications;

• recovering, replacing or restoring photographs or other files;

• on-site, telephone, remote-access or out-of-hours support;

• training, custom development or integration work; or

• problems caused by unsupported software, unauthorised changes, third-party services or use outside the published requirements.

4 Information to include

To help us investigate efficiently, include your name, purchase email address, macOS version, TransferPilot version, whether the profile uploads or downloads, the exact status or error wording, and the troubleshooting already attempted.

Do not send FTP passwords or unredacted screenshots containing credentials. We may ask you to test with non-critical files or install the latest maintenance release before continuing an investigation.

5 Updates included

Your licence includes maintenance, security and compatibility updates released for the major version purchased. For example, a licence for version 1.x includes available 1.x updates.

Updates may correct faults, improve reliability, maintain compatibility or make reasonable changes to existing functionality. We decide when an update is needed and do not promise a fixed release schedule or that every reported issue will result in an update.

6 Major upgrades

A future major version containing substantial new functionality may be offered as an optional paid upgrade. You are not required to purchase it to continue using the version already licensed, although changes to macOS, hardware or third-party services may eventually affect that version’s compatibility.

7 Supported versions

Support is normally provided for the latest maintenance release of the current major version. We may ask you to update before investigating a fault. We may end active support for an older major version when maintaining it is no longer practical, including because of changes to macOS, security requirements or third-party components.

Ending active support does not cancel a perpetual licence to the version purchased. The software may continue to be used for as long as it remains technically compatible and lawful to use.

8 Urgent and live work

TransferPilot is designed for time-sensitive workflows, but standard support is not a live-event monitoring or emergency service. Test profiles, permissions, folders and connectivity before an assignment and retain an alternative transfer method for critical work.

9 Policy changes

We may update this policy for future purchases or to reflect reasonable operational, legal, security or technical changes. A change will not remove support or updates already expressly included with an existing purchase where doing so would breach the contract or applicable law.

_{TransferPilot Support and Updates Policy version 1.0}

_{Date: September 17, 2026}