The support form sends only your message, optional reply email and submission metadata. Requests and any structured diagnostics attached to them are retained for up to 180 days. You receive a reference after the request is saved; this confirms receipt, not a guaranteed response time.
In versions of PhraseFold that support reporting, error reports and usage statistics have separate permissions, both off by default. Neither is required to use the app. You can withdraw permission in settings; unsent automatic reports are then removed.
Technical reports include app and OS versions, architecture, memory size, the operation stage and an error code. Usage statistics contain app starts, model readiness and task completion events. A random installation identifier links events. Books, recordings, file names and paths, prompts and answers, raw logs and memory contents are not sent.
Automatic events are retained for up to 30 days. Messages, the contact you provide and technical reports pass through the PhraseFold server on Yandex Cloud and are stored in a private Google Sheets database accessible to the support owner. Email notifications contain neither the request text nor your contact. An unfinished-session report may be sent after the next launch; this alone does not establish that the app crashed.
For access to or deletion of your request, email gneuro@djbloknote.com with its reference. Technical statistics represent only users who voluntarily enabled reporting.
PhraseFold Support
Revision of 24 August 2026. This is a courtesy translation: the Russian text governs.
For purchase questions, write from the order’s e-mail and include the order number. Never send a password, a full payment token or bank-card data. Send the licence key only when support directly asks for it and only through the agreed channel.
What Is Included
restoring an undelivered key and checking the order status;
help installing the signed, notarized build and activating the key;
diagnosing reproducible failures on a supported macOS version and Apple Silicon;
explaining local and network modes, system requirements and import/export formats;
receiving vulnerability and defect reports and personal-data requests.
What Is Not Included
Support is not obliged to configure a third-party server, network, VPN or a specific external Ollama server, restore damaged third-party files, guarantee the quality of a source recording or confirm the correctness of an AI result. Custom integration, training and migration of large archives may be a separate service after a separately agreed price.
Diagnostic Data
By default, source audio, video and documents should not be sent to support. First send the PhraseFold/macOS version, the Mac model, reproduction steps and the anonymised error text. Any transfer of source material must be voluntary, minimal and accompanied by confirmation of the user’s rights to it.
Response Times
Support replies within a reasonable time in the order requests arrive; no contractual SLA is established. The mandatory statutory periods for consumer and data-subject claims apply regardless of this policy.
