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Support Policy

Buzz Support Policy

At Buzz to the Rescues, support isn’t an add-on — it’s part of how we help rescues succeed.
This page explains how Buzz support works, what’s included, and how we handle requests that go beyond standard support so expectations are clear for everyone.

Our goal is simple: responsive, sustainable support that works for both rescues and our team.

How Buzz Support Works

Buzz provides ongoing support to help your organization use the platform effectively and confidently.

Support is designed to:

  • Answer questions about using Buzz
  • Help troubleshoot issues
  • Guide best practices
  • Keep your site and tools running smoothly

Support is available to your organization’s admins and designated team members. We ask that one primary contact coordinate support requests whenever possible to keep communication efficient.

We aim to respond as quickly as possible during normal business hours,
with priority given to urgent issues impacting site functionality.

What’s Included in Standard Support

Standard support is included with every Buzz subscription and covers:

  • Help using Buzz features and tools
  • Troubleshooting platform or website issues
  • Guidance on workflows, reports, and settings
  • Assistance understanding existing forms, data, and integrations
  • Support during onboarding and ongoing use
  • Answers to “how do I…” questions

If something is already part of Buzz, we’re happy to help you use it well.

Requests That Go Beyond Standard Support

Some requests fall outside standard support because they require
additional design work, development time, or extended customization.

These typically include (but aren’t limited to):

  • Custom code or new functionality
  • Significant website redesigns after launch
  • Complex or highly customized reports
  • Advanced form logic changes or new workflows
  • Repeated revision cycles beyond normal adjustments
  • Requests that require manual data work or restructuring

Custom Work & Paid Support

When a request goes beyond standard support, we’ll always:

  • Review the request with you first
  • Let you know if it requires custom or paid work
  • Outline scope, timing, and any associated costs
  • Explain next steps clearly before any work begins

This approach allows us to keep Buzz affordable, provide timely support to all rescues, and ensure custom work gets the focused attention it deserves.

Why These Guidelines Exist

These guidelines help us:

  • Keep support responsive and fair for all clients
  • Prevent delays caused by unclear scope
  • Protect our support team from burnout
  • Continue improving Buzz for the entire animal welfare community

Clear expectations allow us to say “yes” more often and deliver better results when we do.

Not Sure where your request fits?

If you’re unsure whether something is standard support or custom work, just ask.
We’ll talk it through and help you decide the best path forward.

Our priority is always collaboration, clarity, and respect for the important work you do.

Let’s Talk