Security or privacy incidentSame business day
A suspected account compromise, a suspected data exposure, or a privacy request that carries a statutory deadline. These are escalated to the privacy and security owners on receipt.
Support
Reach a person who can see what you are looking at.
Raise a request from inside your account and it arrives with your workspace context attached, so nobody has to ask you to describe your setup twice. Every request is recorded and tracked to a resolution.
Service policy
What we respond to, and how quickly.
Hours are 09:00 to 17:00 Mountain Time, Monday to Friday, excluding Canadian statutory holidays. Response targets are first human response, not resolution. During a national filing deadline week we staff extended hours and publish the change in advance.
Cannot use the product1 business day
Sign-in failures, a workspace that will not load, an import or calculation that fails outright, or anything blocking a filing deadline you have told us about.
Something is wrong or unclear2 business days
A figure that looks incorrect, a schedule that behaves unexpectedly, or a question about what the software is doing and why.
Request or feedback5 business days
Feature requests, questions about the roadmap, and anything that is not blocking your work.
Escalation
Where a request goes when it needs to move.
Privacy requests
Access, correction, export, consent withdrawal and deletion requests enter the privacy control plane, are assigned to a named reviewer, and are answered within thirty days. You are told if a legal hold prevents us acting, and why.
Suspected security issues
Report a suspected vulnerability through a support request marked as a security issue. We acknowledge within one business day, we will not pursue anyone acting in good faith, and we will tell you when the issue is resolved.
Calculation disputes
If you believe a computed figure is wrong, send the request with the tax year and the line. Calculation reports go to the tax engine owner and we publish a correction with its rule-package version if the figure was in fact wrong.
Written legal notices
Formal legal notices may be sent to Bolrach Technologies Limited at its registered office in Edmonton, Alberta, Canada. Support requests are the right route for everything else.