Support Policy

IntelliFile Partnered Networks ("IPN"), a division of The Legacy Counsel Group, LLC, is committed to providing professional support services designed to assist users in maximizing the effectiveness of the IntelliFile ecosystem. This Support Policy outlines the scope, limitations, availability, and expectations associated with technical support, partner assistance, software access support, educational support, and service bureau assistance.

By accessing the Platform, utilizing IntelliFile software, enrolling in the IPN Tax Academy, or participating in any Partner or Service Bureau program, you agree to the terms outlined in this Support Policy.

SUPPORT PHILOSOPHY

IPN operates as a professional software, education, and business support ecosystem. Our goal is to provide timely, knowledgeable, and practical assistance while maintaining clear boundaries regarding professional responsibility.

Support is intended to assist users with:

Software access and navigation.
Technical troubleshooting.
Account management.
Training resource access.
Partner onboarding assistance.
Service bureau operational guidance.
Platform functionality questions.

Support does not replace the user's independent professional judgment, tax research responsibilities, legal counsel, or business management obligations.

SUPPORT CHANNELS

The submission of an application, payment of a fee, or completion of an onboarding request does not grant an automatic right to Platform access or Partner status. Approval is subject to a rigorous vetting process. IPN reserves the right to deny, suspend, or terminate access at our sole discretion based on:

Failure to pass background or identity verification.
Email Support
Partner Portal Ticket System
CRM Support Requests
Knowledge Base Articles
Training Resources
Scheduled Support Calls
Live Webinars
Partner Success Meetings
Service Bureau Consultations

Support availability may vary by season, subscription level, and partner status.

SUPPORTED ISSUES

IPN support may assist with:

Software login difficulties.
Portal access concerns.
Password reset requests.
Account provisioning.
User permissions and access levels.
Training portal access.
CRM configuration guidance.
General workflow questions.
Partner onboarding support.
Service bureau administrative support.
Platform error reporting.
Integration troubleshooting.
Billing inquiries.

Unsupported issues may be redirected to third-party vendors, software providers, banking partners, or other external resources.

UNSUPPORTED SERVICES

Unless specifically included within a separate written agreement, IPN does not provide:

Legal advice. Tax advice.
Audit representation.
IRS controversy services.
Preparation of tax returns.
State licensing assistance.
Professional malpractice defense.
Business management decisions.
Employee supervision services.
Client dispute resolution.
Individual return review or sign-off.

Support staff may provide educational information but will not make filing decisions on behalf of users.

THIRD-PARTY SOFTWARE SUPPORT

Many services offered through the IntelliFile ecosystem utilize third-party vendors and integrated technologies.

Examples may include:

Professional tax software providers.
Electronic filing systems.
CRM platforms.
Payment processors.
Bank product providers.
Cloud hosting services.
Educational platforms.

While IPN will make commercially reasonable efforts to assist users, certain issues may require direct communication with the third-party provider. IPN cannot guarantee resolution timelines for issues originating outside of systems directly controlled by IPN.

SERVICE LEVEL EXPECTATIONS

IPN strives to respond to support requests within the following general timeframes:

General Support Requests: 1–3 business days
Billing Questions: 1–3 business days
Technical Issues: 1–5 business days Partner Onboarding
Requests: 2–5 business days Service Bureau Requests: 2–7 business days
Priority Platform Outages: As quickly as reasonably possible

Response times are goals rather than guarantees and may vary during peak tax season, holidays, regulatory deadlines, software releases, or unforeseen events.

PEAK TAX SEASON SUPPORT

During tax season, support volume may increase substantially. IPN reserves the right to:

IPN reserves the right to:

Modify support hours.
Implement appointment-based assistance.
Prioritize critical platform issues.
Limit non-essential consultations.
Deploy temporary support procedures to maintain service quality across the network.

EMERGENCY SUPPORT LIMITATIONS

IPN does not guarantee twenty-four (24) hour emergency support.

Users are responsible for maintaining:

Independent business continuity plans.
Client communication procedures.
Internal staffing resources. Local data backups.
Alternative operational workflows.

Professional offices should not rely exclusively upon IPN support for critical business operations.

USER RESPONSIBILITIES

To receive effective support, users agree to:

Provide accurate account information.
Cooperate with troubleshooting procedures.
Maintain current contact information.
Follow documented platform instructions.
Utilize available training resources.
Maintain required professional credentials.
Implement appropriate security practices.

Failure to cooperate may delay or prevent resolution of support requests.

ABUSE OF SUPPORT SERVICES

IPN maintains a professional support environment.

The following conduct is prohibited:

Harassment of support personnel.
Threatening communications.
Abusive language.
Repeated submission of duplicate requests.
Misrepresentation of technical issues.
Attempted circumvention of support procedures.

Abuse of support resources may result in suspension, restricted access, or termination of services.Abuse of support resources may result in suspension, restricted access, or termination of services.

PLATFORM MAINTENANCE

Periodic maintenance may occur to improve platform performance, security, and functionality. Maintenance activities may include:

System updates.
Security patches.
Server upgrades.
Feature enhancements.
Database optimization.

Whenever reasonably possible, advance notice will be provided through email, portal announcements, or system notifications

LIMITATION OF SUPPORT LIABILITY

Support services are provided on an "as available" basis. While IPN strives to provide accurate and helpful guidance, we do not guarantee:

Continuous support availability.
Immediate issue resolution.
Compatibility with all third-party systems.
Business profitability.
Regulatory outcomes.
Specific software performance results.

Users remain solely responsible for their business operations, professional decisions, client relationships, and regulatory compliance obligations.

MODIFICATIONS TO THIS POLICY

IPN reserves the right to update this Support Policy at any time. Updated versions become effective upon posting to the website or partner portal. Continued use of the Platform constitutes acceptance of any revised policy.