This Support & Updates Policy describes the general support, maintenance, and update practices for EMP Intake provided by Falcrex Systems Inc ("Falcrex," "we," "us," or "our"). This Policy supplements the EMP Intake End User License Agreement ("EULA"), Privacy Policy, applicable order terms, Third-Party Notices, and any separate written support or subscription agreement between Falcrex and the customer.
If a separate signed agreement provides different support or update terms, the signed agreement controls to the extent of any conflict.
A convenience summary of what this Policy below already says. The full Policy governs.
This Policy applies to:
This Policy does not create a guaranteed service level agreement, response time commitment, uptime guarantee, or custom development obligation unless Falcrex expressly agrees to those terms in writing.
Standard support is generally provided through:
Falcrex may change support channels, procedures, or contact methods at any time.
For purchases through Paddle, use the support link in your Paddle receipt or https://paddle.net for billing, cancellation, or refund requests. Falcrex provides EMP technical and licensing support at support@falcrex.com. Refund eligibility and cancellation terms are described in section 6 and section 7 of the EMP Intake Terms of Service at https://empintake.com/terms#refunds.
Unless Falcrex has agreed otherwise in writing, support is provided on a reasonable-efforts basis during normal business operations.
Falcrex does not guarantee:
Any time estimates, target responses, or informal communications are non-binding unless expressly included in a written agreement.
Standard support may include, at Falcrex's discretion:
Unless separately agreed in writing, standard support does not include:
To receive support, the customer is responsible for:
Customers must not send live case records, evidence files, or sensitive investigative materials through support channels unless Falcrex specifically requests them and the customer is legally authorized to share them.
EMP Intake is designed primarily as a standalone desktop application.
In normal standalone use, most case records, files, metadata, and evidence remain on the customer's own device or storage environment unless the customer exports, syncs, submits, or shares that data through a separate service or support process.
Support and troubleshooting are therefore generally based on:
Falcrex may release:
Falcrex may decide, at its discretion:
Some updates may be required for security, licensing, compatibility, or continued support.
Falcrex may add, change, improve, limit, suspend, or remove features, integrations, or functionality over time.
Unless Falcrex expressly agrees otherwise in writing, customers are not guaranteed:
Falcrex may require customers to update to a more recent version before certain issues can be investigated or supported.
Falcrex may limit support for:
EMP Intake may rely on or interact with third-party components or services, including licensing tools, map services, codecs, embedded databases, website services, email providers, or payment-related systems.
External service providers may include Cryptlex, Microsoft 365, Webflow, Cloudflare, and Paddle. EMP Intake WS map features use OpenStreetMap-derived Protomaps data delivered through a Falcrex-controlled map service using Cloudflare infrastructure. Locally bundled software components may include FFmpeg, SQLite, Font Awesome, and Electron; including a component does not mean Customer Data is sent to its developer. Current provider information is available at https://empintake.com/sub-processors and https://empintake.com/trust.
Falcrex is not responsible for outages, changes, restrictions, attribution requirements, or policy decisions made by third-party providers, though Falcrex may use reasonable efforts to work around them where practical.
Applicable third-party terms, notices, and attribution requirements may also be described in a separate THIRD-PARTY-NOTICES file distributed with the Software.
Customers are solely responsible for:
Unless Falcrex expressly provides a separate paid backup or hosted service in writing, Falcrex does not undertake responsibility for maintaining customer backups.
Falcrex may refuse, limit, or suspend support where:
Support provided by Falcrex is technical and product-related only.
Falcrex does not provide legal advice, forensic conclusions, HR advice, investigative conclusions, regulatory guidance, or any guarantee that a particular workflow, report, export, evidence handling practice, or third-party integration will satisfy any legal or professional standard.
Falcrex may update this Policy from time to time. The updated version will be posted or otherwise made available with a revised "Last Updated" date.
Falcrex Systems Inc Vancouver, British Columbia, Canada
Support: support@falcrex.com
Privacy: privacy@falcrex.com
Website: https://falcrex.com
EMP Intake WS is a 14-day trial, no card, no sales call. Run a real case and see the integrity model for yourself.
