Effective August 29, 2026
Contact support
Email hello@xequalsmassquared.com. Include the edition, product version, Windows version, workflow step, issue summary, and steps already tried. Standard support is provided by email; no response-time or resolution-time service level applies unless agreed in writing.
GraphPilot Trial
The Trial includes self-service white papers and product documentation. We can assist with trial delivery or license-access problems, but individual installation, workflow, and configuration assistance is not included.
GraphPilot Utility
Utility includes help with purchase fulfillment, installer access, activation, and reasonable license recovery. Product-use guidance is provided through the published white papers and documentation. Individual workflow troubleshooting, configuration consulting, updates, and major-version upgrades are not included.
GraphPilot Full
Full includes standard email support for the licensed organization's named technicians. Support covers purchase and delivery, installation, activation and device reassignment, documented GraphPilot workflows, and investigation of suspected product defects. Consulting, customer-environment administration, custom data remediation, and guaranteed service levels are not included.
Users, devices, and expansion
Full includes up to three named technicians and six pooled active Windows devices. Utility includes one named user and two active devices. Contact support to recover an inaccessible activation or to discuss additional Full users or devices. We may verify the organization, order, user, and affected device before changing a license record.
Manual fulfillment
Initial customer fulfillment is handled manually. After purchase, access instructions for the signed installer, license materials, and release information are sent to the purchaser's order email. Contact support if those materials have not arrived after the order is complete.
Customer responsibilities
Customers remain responsible for backups, Microsoft tenant permissions, protecting credentials, reviewing output, and approving any administrative or upload action. Support cannot sign in to or administer a customer environment unless separately agreed in writing.
Safe support requests
Remove passwords, authentication tokens, secrets, and unnecessary personal or customer data from logs, screenshots, and sample files before sending them. Do not send production credentials or full customer endpoint datasets by email.