Support Policy

Applies to: ReefCore Controllers, TerraAqua Cloud, applications, sensor nodes and official accessories

1. Purpose

This policy explains the customer-support services provided by TerraAqua for ReefCore Controllers, TerraAqua Cloud, official TerraAqua applications, sensor nodes, power units and accessories.

2. Support contact

Support requests should be sent to info@terra-aqua.co.uk. Customers should include their name, order number where relevant, controller or product serial number, a clear description of the issue and any useful photographs, screenshots, logs or diagnostic information.

3. Support coverage

TerraAqua support may include:

• product setup and installation guidance;
• account and TerraAqua Cloud access assistance;
• controller, application and firmware troubleshooting;
• network and connectivity guidance;
• sensor-node registration and communication checks;
• software-update assistance;
• warranty and return guidance; and
• general product-use information.

4. Support availability

Support is provided during TerraAqua's normal operating periods. TerraAqua aims to acknowledge and respond to requests as soon as reasonably possible, but response and resolution times are not guaranteed unless a separate written service-level agreement applies.

5. Priority

TerraAqua may prioritise support according to the severity and impact of an issue. Safety concerns, security incidents and widespread service failures may be handled before lower-impact requests.

6. Information required

To diagnose a fault, TerraAqua may request:

• software and firmware versions;
• controller and node identifiers;
• network details relevant to the fault;
• system logs or diagnostic reports;
• photographs or video;
• confirmation of power, cabling and installation conditions; and
• reasonable troubleshooting steps.

Customers should remove unrelated personal or confidential information before sending diagnostic material where practical.

7. Remote support

Where available, TerraAqua may offer remote diagnostic assistance. Remote access will only be used with the customer's permission and subject to appropriate security controls. Customers may withdraw permission at any time.

8. Customer responsibilities

Customers are responsible for:

• following product instructions and safety guidance;
• maintaining suitable backups and emergency arrangements;
• keeping passwords and access credentials secure;
• installing important updates within a reasonable period;
• providing accurate information about the fault; and
• making equipment reasonably available for diagnosis where required.

9. Exclusions

Standard support may not include:

• repair of damage caused by misuse, accident, water ingress beyond rated protection or incorrect power;
• support for unsupported modifications or unofficial software;
• faults caused solely by third-party hardware, networks or services;
• custom software development or bespoke integration work;
• on-site attendance unless separately agreed; or
• recovery of data where no suitable backup exists.

10. Third-party products and services

TerraAqua may provide reasonable guidance for supported integrations, but cannot guarantee the operation or continued availability of third-party products or services. The relevant provider remains responsible for its own product or service.

11. Software versions

TerraAqua may require customers to install a supported software or firmware version before continuing diagnosis, where doing so is reasonably necessary for security, compatibility or fault resolution.

12. Warranty and returns

Hardware defects may be handled under the Warranty Policy. Cancellation, return and refund arrangements are described in the Returns & Refund Policy.

13. Service interruptions

Support cannot guarantee prevention of service interruption. ReefCore users remain responsible for suitable local monitoring, livestock care, backup equipment and safe manual intervention where required.

14. Conduct

TerraAqua may end or restrict a support interaction involving abusive, threatening, discriminatory or unlawful behaviour. Genuine complaints and statutory rights remain unaffected.

15. Changes

TerraAqua may update this policy to reflect changes in products, staffing, support channels or legal obligations.

16. Contact

Support enquiries may be sent to info@terra-aqua.co.uk.

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