Support

Saykeep is a small, independent product. Support is best-effort — honest about what one maker can promise, and generous where it counts (refunds).

Our support policy

Best-effort, no SLA. We answer as fast as we can, but there is no guaranteed response time. A paid license buys priority best-effort attention — explicitly not a service-level agreement.
Refund-first on tickets we can’t reproduce. Saykeep sits on top of your specific macOS audio setup, and some issues can’t be reproduced on our hardware. For an issue we can’t reproduce, we make one diagnostics-assisted attempt and, if that doesn’t resolve it, we issue a full, proactive refund. You are never left paying for something that won’t run on your machine.
Reproducible reports only. Please use the issue template and include the diagnostics export (below) — a report we can reproduce is a report we can fix.
Recording-consent questions are yours to resolve. Whether you may record a given meeting depends on the law where you and the other participants are — some places require all-party consent. We point you to the consent FAQ, but we can’t give legal advice.

Refunds: 30-day money-back guarantee, no questions asked. If Saykeep isn’t for you, email us within 30 days of purchase and we’ll refund you. This is a commercial guarantee in addition to, and not affecting, your statutory rights, including the EU 14-day right of withdrawal. Purchases are processed by Lemon Squeezy as merchant of record.

Before you file a ticket — export diagnostics

The single most useful thing you can attach is the diagnostics file:

Settings → Advanced → “Export diagnostics…”

It writes a local file containing your logs, resolved configuration, and version info — with secrets redacted and no network call. You choose whether to share it. Attaching it to your report lets us skip a round-trip and is often the difference between “can’t reproduce” and “fixed.”

The issue template — what to include

Copy this into your email; a report with all six answers usually gets fixed, a report without them usually gets a round-trip:

What you did — the exact steps, starting from app launch.
What happened / what you expected — including exact error text if any.
Does it happen every time? — every time / sometimes / happened once.
Your setup — OS + version, and for audio issues: which microphone and headphones/speakers (built-in, USB, Bluetooth), and whether you switched devices mid-session.
The diagnostics export (above) — attached.
Did it ever work? — new install, or did an update/OS upgrade change things?

How long is it supported?

Your v1 license entitles you to v1.x updates through at least the current and the next major macOS release. We publish this horizon so “lifetime” means something honest: Apple changes the OS every year, and we commit in writing to keeping v1 working across that window. Beyond it, a future v2.0 may be a paid upgrade (at an owner discount) — see the FAQ.

What we don’t run

No live chat or Discord at launch — a channel we can’t staff would just make support worse. No phone support.

Contact

Email support@saykeep.app with your diagnostics export attached and steps to reproduce.