Support Policy

1. Support Channels

1.1 Email Support

Email: support@biteright.io
Response Time: Within 24–48 hours
Availability: Monday–Friday, 9 AM – 5 PM UTC

1.2 In-App Support

• Access via Settings → Help & Support
• Submit feedback or bug reports directly from the app
• View FAQs and common solutions

1.3 Privacy & Data Inquiries

Email: privacy@biteright.io
Response Time: Within 30 days (GDPR requirement)
Purpose: Data access, deletion, and privacy concerns

2. Support Scope

2.1 We Can Help With

• Account creation and login issues
• Password resets
• Meal logging and tracking questions
• Understanding nutrition data
• Profile and settings questions
• Technical bugs and crashes
• Feature requests
• Data access/deletion requests (GDPR)

2.2 We Cannot Provide

• Medical advice — consult healthcare professionals
• Dietary prescriptions — consult nutritionists or dietitians
• Fitness guidance — consult fitness professionals
• Psychological support — consult mental health professionals

Biteright is a personal tracking tool, not a medical service.

3. Response Times

Issue Type	Priority	Response Time
App crashes	Critical	24 hours
Login / account issues	High	24 hours
Data access requests	High	30 days (GDPR)
General questions	Normal	48 hours
Feature requests	Low	3–5 days

4. Reporting Issues

4.1 Bug Reports

When reporting bugs, please include:

• Device type (iPhone/Android) and OS version
• App version (check in Settings)
• Detailed description of the issue
• Steps to reproduce the bug
• Screenshots (if helpful)
• When the issue occurred (time/date)

4.2 Account Issues

For account-related issues, provide the email associated with your account, the nature of the issue, and any error messages received.

5. Data Access & Deletion

5.1 Data Access (GDPR Article 15)

Email privacy@biteright.io with "Access Request" in the subject, including your name and email. We will provide all your personal data within 30 days in CSV or JSON format.

5.2 Data Deletion (GDPR Article 17)

Go to Settings → Account → Delete Account, or email privacy@biteright.io with "Deletion Request". Personal data is deleted within 30 days. Backups are retained for up to 30 additional days.

5.3 Data Portability (GDPR Article 20)

Email privacy@biteright.io with "Portability Request" to receive all your data in machine-readable format (JSON/CSV) within 30 days.

6. Feature Requests

We welcome feature suggestions. Use Settings → Help & Support → Suggest a Feature, or email support@biteright.io with "Feature Request" in the subject. Feature requests are reviewed but not all are implemented.

7. Complaints & Escalation

If support doesn't resolve your issue, reply to the support email requesting escalation. For formal complaints (GDPR, legal), email legal@biteright.io with "Formal Complaint" in the subject — we respond within 5–7 business days.

If you believe we violate data protection laws, you also have the right to file a complaint with your national Data Protection Authority.

8. Account Security Issues

If you suspect unauthorized access to your account:

1. Change your password immediately
2. Contact support@biteright.io with "Security Issue" in the subject
3. Describe the suspicious activity

We will investigate and help secure your account.

9. Policy Updates

We update this policy regularly to reflect new support channels or changes in response times. Last Updated: April 20, 2026