Support Policy

Applies to Autonoma. Last updated August 2026.

Not reviewed by a lawyer. This document was drafted to describe what the software actually does, but it has not had legal review and is not legal advice. Do not rely on it for anything that matters to you without checking. The addresses named below are not yet receiving mail — see contact for what does work today.

Autonoma
Effective Date: August 2026
Last Updated: August 2026

1. OVERVIEW

This Support Policy describes the support that comes with an Autonoma licence.

Autonoma is built and run by one person. That single fact shapes everything below, and it is written here rather than left to be discovered because a support policy describing a company that does not exist is worse than no policy at all. There is one channel, it is email, and it is answered by one person on a best-effort basis.

Support does not process refunds. See the No-Refund Policy.

2. THE SUPPORT CHANNEL

Email: support@autonoma-studio.com

That inbox is not yet receiving mail. The address exists and sends from — licence keys, address confirmations and password resets all arrive from it — but nothing is set up to receive on it, so a message sent there today would go nowhere. This is stated here, in the document itself, because this file ships inside the installer and is read by people who are not on the website: the warning shown on the published copies cannot reach them. The same is true of every other address named across these documents.

When the inbox is live, delete this note and the matching one on the contact page in the same change.

That is the entire list. There is no telephone line, no live chat, no Discord server, no community forum, no ticket portal and no account manager, because there is nobody to staff any of them. If you find any of those offered in our name somewhere, it is not ours.

Documentation is published at https://autonoma-studio.com/docs and can be read by anyone, licensed or not.

3. SUPPORT IS THE SAME ON EVERY PLAN

Personal and Studio receive identical support. There is no priority queue, no premium support tier, and no paid support add-on.

That is not a description of how little the plans differ. It is that a tiered support ladder needs somebody standing on each rung, and one person reading one mailbox cannot read it faster for some senders than for others. Selling a queue position that does not exist would be selling nothing.

Complimentary Unlimited licences carry the same support as everybody else.

4. RESPONSE TIMES

There is no guaranteed response time, and none is offered.

Mail is read and answered on a best-effort basis by one person in one time zone. Illness, travel, and a genuinely hard problem all delay a reply, and there is no second person to cover. Publishing a reassuring number that would be missed is the thing this section exists to avoid.

If you have not heard back and the matter is still live, send the message again. A message that goes unanswered here has been missed, not refused.

If you need a contractual response commitment before you buy, Autonoma cannot give you one and you should take that into account.

5. SUPPORT SCOPE

5.1 Included Support

Support covers:

Technical assistance:

Installation and setup
Configuration
Feature usage questions
Bug reports and troubleshooting
Error message interpretation
Finding your way around the dashboard

Account assistance:

Licence key activation problems
Subscription questions
Billing questions other than refunds
Access problems

Integration assistance:

Connecting the marketplaces and payout sources Autonoma supports
Configuring your own provider API keys
OAuth and authentication troubleshooting

5.2 Excluded from Support

Support does not cover:

Business operations:

Business strategy advice
Marketing consultation
Product selection guidance
Pricing recommendations

Third-party services:

Faults in your AI provider, marketplace, or payment processor
Marketplace policy questions and account decisions made by those platforms
Payment processor disputes
Third-party outages

Custom work:

Custom feature development
Code modifications
Rebranding or reselling the software under another name
Building integrations that do not exist

Unsupported activities:

Reverse engineering assistance
Help violating a platform’s rules
Bypassing restrictions
Anything unlawful

Refunds:

Refund requests
Chargeback resolution
Payment disputes

6. SUBMITTING A SUPPORT REQUEST

6.1 What to Include

Useful every time:

The email address on your account
The last four characters of your licence key — never the whole key
A clear description of what happened

Useful often:

Screenshots or the exact error message
Steps that reproduce it
Your operating system
When it started, and what changed around then
What you have already tried

6.2 How to Submit

Email support@autonoma-studio.com with a subject line that says what the message is about. Bug reports, feature requests and account problems all arrive at the same place, so a descriptive subject is what gets a message sorted.

6.3 What Happens Next

There is no ticketing system, so there is no ticket number and no automatic acknowledgement. Your message goes to a mailbox a person reads. Replies come from that same address; keeping them in one thread is the only tracking that exists.

7. HOW REQUESTS ARE ORDERED

There is a rough order, and it is by severity rather than by who is asking:

Level	Description	Examples
Critical	The software will not run at all	Licence not activating, app will not start
High	A major capability is broken	Publishing fails, dashboard errors out
Medium	Something works but badly	Slow performance, minor bugs
Low	Questions and requests	How-to questions, feature requests

Something that stops the software running for someone gets looked at before a question about how a feature works. Your plan is not part of that judgement.

8. BUG REPORTS

Email support@autonoma-studio.com and say what you saw, what you expected, and how to make it happen again. Screenshots and the exact error text help more than anything else.

There is no acknowledgement deadline and no fix deadline. Bugs are prioritised by severity as described above, and you will hear when there is something to tell you.

There is no bug bounty programme.

9. FEATURE REQUESTS

Email support@autonoma-studio.com.

Every request is read. None of them come with a commitment to build the thing, and none come with a date. Requests that several people ask for, or that fix a problem rather than add a preference, are the ones most likely to happen.

10. UPDATES AND AVAILABILITY

10.1 Updates

Updates are released when they are ready rather than on a schedule, and release notes accompany them.

Autonoma updates itself. About ninety seconds after the desktop application starts, it checks for a newer version in the background. If it finds one, it downloads it without asking you first.

Before anything is run, the download is checked against the Ed25519 release signature published beside it, using the public key compiled into your copy of the application. A download that fails that check is never executed — not by the automatic path, and not if you press the install button yourself. It is reported to you instead, with a pointer to the official download page.

A download that passes is installed without asking: the application closes, the installer runs silently, and the application reopens. This happens only when it is safe to restart. It is refused while a background service worker is running, so an unattended job is never interrupted; the update stays on disk and is applied the next time you start Autonoma. It is also refused for copies run from source rather than installed from the installer.

The application reports what the updater has found, downloaded, or is waiting on, and you can apply a downloaded update from Settings at a moment of your choosing. There is no on/off switch inside the application. To stop the software updating itself, set the environment variable AUTONOMA_DISABLE_UPDATES=1 before you start it; with that set the check does not run, and nothing is downloaded or installed.

An earlier version of this section told you the opposite: that applying an update was always something you did by hand, and that the software had no setting for doing it on its own. Neither was true of the shipped application. The correction is recorded here rather than made silently, so that anyone who relied on the old wording can see that it changed.

10.2 What Can Actually Go Down

Autonoma runs on your computer, so an outage on our side does not stop your work. The one service we run that affects you is licence validation. If it is unreachable, the software keeps working for the offline grace period set out in the Software License Agreement, which exists precisely so that a fault on our side is not a stoppage on yours.

There is no status page. If licence validation is down and you are affected, email support@autonoma-studio.com.

11. SUPPORT LIMITATIONS

11.1 No Guaranteed Resolution

Reasonable effort is made to resolve problems. There is no guarantee of:

Resolution of every issue
Any particular timeframe
Compatibility with every system
Anything at all about a third party’s service

11.2 End of Support

Support may be discontinued for outdated versions, deprecated features, and end-of-life products.

11.3 Language

Support is provided in English only.

12. YOUR RESPONSIBILITIES

You are responsible for:

Keeping the software updated
Meeting the system requirements
Keeping your account credentials and licence key to yourself
Backing up your own data
Providing accurate information when you ask for help

13. REFUND REQUESTS

SUPPORT DOES NOT PROCESS REFUNDS.

See the No-Refund Policy, which also sets out the statutory rights that policy cannot remove.

14. ABUSE OF SUPPORT

14.1 Prohibited Conduct

The following may result in support being withdrawn:

Abusive or threatening language
Sustained frivolous contact
Harassment
Providing false information

14.2 Consequences

Support abuse may result in support being withdrawn, and in serious cases in account termination. No refund follows either.

15. CHANGES TO THIS POLICY

This policy may be updated. Changes are posted on our website. If support ever becomes something other than one person and an inbox, this document changes first.

16. CONTACT

Email: support@autonoma-studio.com

This is the only address we operate. Support questions, bug reports, feature requests and account problems all arrive here.

By using Autonoma support, you agree to this Support Policy.

Questions about this document? Get in touch.