Support Access and Security Policy

As part of our ongoing Data Security and Confidentiality efforts, MemberSplash is committed to protecting and ensuring the security of your account. To maintain this high level of security, we have established the following Support Access and Security Policy.

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Official & Authorized Support Channel

To ensure continuity, team visibility, security, and quality of support, we only provide support through our official and authorized support channel — our Intercom Ticketing system. This system allows us to maintain a secure, auditable, and efficient support experience for all users.

How to Request Support

For assistance with platform-specific issues, account access, or any support requests that require our team to access your account or interact with your data, you must submit a support ticket from within your MemberSplash dashboard.

Note: The only time we will offer support outside of our official and authorized support channel is if your Website is Down or you are experiencing Login Issues. In such cases, you can contact us through our Support Center: https://support.membersplash.com/en/

See: How to Get Help if Your Website is Down or You Can’t Log In

Email Correspondence Policy

Our support team does NOT provide support via direct email correspondence. This ensures continuity, team visibility, security, and quality of support. To maintain these standards, support is ONLY provided through our Official Intercom Ticketing system.

Email Verification

If email support is needed (such as login issues), we will only respond to messages sent from the email address associated with your MemberSplash account. This association occurs automatically the first time you submit a support request from within your MemberSplash dashboard. Once your email address is linked to your account, it is used to verify your identity in future support communications.

  • To maintain security, support requests submitted from an unassociated email address will not be processed.
  • To associate an email with your account, simply log in to your dashboard and submit a support request. This automatically links the email you use for support requests with your MemberSplash account.
  • Once an email is linked to a Staff Login, it will remain associated with the account unless you request an update.

Security Verification Policy

To ensure the highest level of data security and confidentiality, our support team must first verify that you are a verified user with access to the account before taking any action on your behalf. We adhere to the following verification protocols:

  • Account Verification: Our team will verify your identity by confirming that the support request was submitted via the MemberSplash dashboard or from the verified email address associated with your account.
  • Limited Access Policy: When engaged, our support team will only access your platform, account, or data if it is essential for resolving the support request and only after ensuring that the user requesting assistance is verified.
  • No Unauthorized Changes: We will never make unauthorized changes to your account or data without your explicit request and proper verification through the official support channel.
  • Official Support Channel Requirement:
    Support team members do not monitor personal inboxes for support requests. To ensure timely and secure assistance, all support requests must be submitted through our official and authorized support channel.

One Time Courtesy Support Policy

While we strive to deliver exceptional support, any courtesy support provided outside our standard scope of support is strictly limited and is offered at the discretion of our support team and their direct leadership. These instances are granted on a case-by-case basis and should not be viewed as a guarantee of future assistance beyond our official support scope.

  • What qualifies as a courtesy? Examples include referencing prior solutions from similar clubs to assist with your configuration or offering additional guidance beyond standard expectations.
  • What does not qualify as a courtesy? Requests that fall under the “Out of Scope Services” items list are strictly prohibited from courtesy support and are non-negotiable.

Out-of-Scope Requests

One-time courtesies do not apply to any of the items listed in our Out-of-Scope section — with no exceptions. Even if a support team member agrees to offer a one-time courtesy, they will not provide assistance for any items included in the Out-of-Scope Services list. This ensures that our policies are fair, consistent, and enforceable for all customers.

Data Security & Privacy

Protecting and ensuring the security of your account is one of our top priorities. To maintain this level of security, we follow industry-standard practices to protect your personal information and ensure confidentiality in all support communications.

  • Secure Ticket System: All support requests must be submitted via the Intercom Ticketing system, ensuring only verified users can access support services.
  • Email Association: The email address used to submit your first support request is automatically associated with your MemberSplash account. Only emails sent from this associated address will be accepted for support requests should you email our support team inbox directly.
  • Limited Account Access: When engaged, our support team will only access your account when necessary to troubleshoot issues and only after verifying your identity.
  • Data Confidentiality: All support interactions are tracked and recorded to ensure transparency and accountability in support communications.

Key Takeaways

  • To receive support, you must submit a request through the official Intercom Ticketing system from within your MemberSplash dashboard.
  • Support requests from unassociated email addresses will not be processed to ensure account security and confidentiality.
  • Our support team will not access your account or make changes without verifying your identity through a support request.
  • Support via direct email correspondence is not offered, as all assistance is provided through the Intercom Ticketing system.
  • One-time courtesies are limited to practical requests, but no courtesies will be granted for items explicitly listed as “Out-of-Scope Services“.

Conclusion

We understand that providing secure, consistent, and high-quality support is essential for your success. Our Support Security Policy ensures that every support request is handled securely, every interaction is verified, and every user’s data is protected. If you have any questions regarding this policy, please refer to our Scope of Support or contact our Support Team through our official Intercom Ticketing system.