Marine CRM

Marine-CRM Support

Version: 1.6
Last updated: 30 August 2026

Contacting support

Customer support is provided through:

  • support@marine-crm.com; and
  • the internal REPORT tool for a text-only report linked to a particular record or data element.

Marine-CRM does not use a third-party live-chat or external helpdesk platform at launch. Telephone, messaging-app, or live-chat support is not included unless expressly agreed in a signed Order Form.

Privacy requests should be sent to privacy@marine-crm.com. Suspected security vulnerabilities should be sent to security@marine-crm.com under the Responsible Vulnerability Disclosure Policy.

Initial-response targets

Requests may be submitted at any time. Targets are measured only during Support Hours: Monday to Friday, 09:00–17:00 Tallinn local time, excluding official Estonian public holidays. We aim to provide an initial response:

  • within four Support Hours for a Service-wide critical outage or suspected personal-data or security breach;
  • within one Business Day for a serious impairment of a core function; and
  • within two Business Days for an ordinary support question or REPORT submission.

These are operational targets, not guaranteed response or resolution times, a contractual service level, or a basis for an automatic service credit.

Timing depends on severity, reproducibility, necessary customer information, provider dependencies, security considerations, and the complexity of investigation or remediation. We may send a status update, request further information, or agree next steps rather than resolve the issue in the first response.

During an active Subscription Term and for no longer than the first two calendar months after a customer's initial activation, reasonable onboarding-related support receives increased internal priority. Training sessions may remain schedulable within their separate 60-day use window after a monthly term ends, but they do not extend Service access or create post-expiry support. These arrangements do not create a separate SLA or service-credit commitment.

Public support and automatic support communications are provided in English unless another language is expressly agreed with the customer.

What to include

Please provide:

  • customer organisation and affected user;
  • affected page, feature, record, quotation, invoice, or workflow;
  • when the issue occurred, including time zone;
  • a clear description and safe steps to reproduce;
  • relevant error text or redacted screenshots; and
  • the practical impact and urgency.

Do not send passwords, MFA codes, active session tokens, private keys, full database exports, unnecessary personal data, or SMTP credentials by ordinary email.

Data-quality reports

Platform Data may contain discrepancies or errors due to the nature, timing, and variety of source data. Authorised users can submit a text-only REPORT linked to the relevant information. We review reports and use confirmed corrections to improve overall data quality. A report is not a guarantee that the requested change will be accepted or completed within a fixed period.

A person asking to correct or remove their own personal data should use privacy@marine-crm.com or the Do Not Sell or Share page.

Support access

If support requires access to a customer's workspace, Marine-CRM will request authorisation from a verified customer representative and limit access by person, purpose, scope, and time. Support activity is logged. Exceptional access without prior approval is limited to what is reasonably necessary to contain an immediate security threat or protect the Service and is reviewed afterward.

Service availability

No uptime percentage, guaranteed response or resolution time, service credit, or formal SLA applies unless expressly included in a signed Customer Agreement. Maintenance, security, provider, and legal restrictions may affect availability. Applicable contractual rights and remedies are stated in the Customer Agreement.

Before a material feature or support-channel change is enabled, CIRCLESEA OÜ reviews the operational impact and updates this page and other relevant public documents where necessary.

Company

CIRCLESEA OÜ
Registry code: 17563486
VAT number: EE103012063
Address: Võistluse tn 23-44, Kesklinna linnaosa, 10132 Tallinn, Harju maakond, Estonia

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