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Support

Support

CulinaryNomics support helps restaurant teams resolve access, onboarding, data upload, reporting, billing, and product usage issues. Email support is the official channel for ticket tracking and SLA review.

Last updated: May 26, 2026

L1

Support desk

Use this channel for first-contact support, account questions, data upload checks, and common operational issues.
support@culinarynomics.com

Escalation

Missed turnaround time

Escalate only when the stated turnaround time has passed and there are no pending dependencies from your side.
Open escalation matrix

Slack, WhatsApp, phone calls, and informal messages may help during onboarding, but they are not official support channels unless we agree in writing. Email keeps support history, evidence, ownership, and response expectations clear.

Covered Support

  • Account access, login, onboarding, and role-related assistance.
  • Data upload, file format, mapping, and validation questions for supported pilot workflows.
  • Dashboard, report, variance, menu engineering, and analytics interpretation issues caused by supported product behavior.
  • Billing, invoice, cancellation, refund, and plan-related questions.
  • Security or privacy concerns related to your CulinaryNomics account or submitted data.

Not Covered

  • Accounting, legal, tax, audit, statutory filing, or business consulting advice.
  • Correction of inaccurate source data, unsupported third-party exports, or custom spreadsheet restructuring unless agreed separately.
  • Issues caused by customer network problems, unauthorized account sharing, malware on customer systems, or changes made outside CulinaryNomics.
  • Custom integrations, migration, training, data engineering, or advisory work beyond the agreed pilot or subscription scope.

Data and Security During Support

Support may require reviewing account metadata, uploaded file names, sample rows, logs, screenshots, report outputs, and issue history. We use this information to resolve tickets, provide analytics, improve the product, detect misuse, and maintain audit history.

Support records and product data may be stored safely on AWS and related service providers. AWS's applicable privacy, service, security, data processing, and acceptable use terms apply to AWS's handling of the cloud infrastructure, while CulinaryNomics remains responsible for its own account configuration and support practices.

Response Expectations

The current escalation matrix lists target response and resolution times for support levels. These are operational targets, not a guarantee of uninterrupted service or a promise that every issue will be resolved within a fixed time. Complex development, third-party, customer-dependency, legal, billing, or data-quality issues may take longer.

Limited Liability

To the maximum extent permitted by applicable law, support obligations are limited to reasonable efforts to diagnose, guide, correct, escalate, credit, or restore service. CulinaryNomics is not liable for indirect losses, lost profits, restaurant downtime, third-party system failures, incorrect source data, or decisions made from analytics outputs.

Helpful Links

For related terms, review the Terms and Conditions, Privacy Policy, Refund Policy, and Contact Us pages.