Valor Support Policy

 

**Effective date: July 30, 2026**

**Policy version: 2026-07-30-v2**

 

This Support Policy describes standard support included with Valor plans. It does not create a service-level agreement.

 

## 1. Contact channel

 

Email support: [valorrace@gmail.com](mailto:valorrace@gmail.com)

 

Send support requests from the account or organization-owner email when possible. Include:

 

- plan and account email;

- last four characters of the affected access key, not the complete key;

- application and operating-system version;

- simulator, track, car, and session type if relevant;

- a concise description of what happened and what you expected;

- approximate date and time, including time zone;

- steps already tried; and

- screenshots, logs, or an affected file only if safe and relevant.

 

Do not send passwords, complete payment-card numbers, government identifiers, medical data, or other unnecessary sensitive information.

 

## 2. Scope of standard support

 

Standard support may assist with:

 

- account, entitlement, access-key, and reasonable device-reset issues;

- installation, activation, update, and supported configuration questions;

- reproducible application errors;

- subscription, cancellation, and billing questions;

- Team Hub owner, join, seat, and permission issues;

- Valor Competition owner login, catalog sync, and supported display-pairing issues;

- Baseline upload, archive, permission, and export issues; and

- privacy, security, infringement, and data-rights requests.

 

## 3. Items not included

 

Standard support does not include:

 

- guaranteed response or resolution times;

- on-site service, remote control of your computer, custom software development, custom integrations, or custom data creation;

- simulator, Windows, network, router, firewall, rig, wheel, pedal, display, or other third-party technical support beyond reasonable Valor troubleshooting;

- professional driving coaching, event stewarding, official scoring, legal advice, tax advice, or venue safety advice;

- recovery of data that was never uploaded, was deleted, was corrupted, or exists only on unavailable hardware;

- event-day standby, dedicated account management, or a service-level agreement;

- support for modified, reverse-engineered, unsupported, pirated, or obsolete software; or

- restoration of access suspended for fraud, security risk, nonpayment, or material breach without appropriate verification and cure.

 

Valor may offer additional paid implementation or commercial support under a separate written Order.

 

## 4. Priority and response

 

Support is best effort. Valor may prioritize:

 

1. credible security or privacy incidents;

2. widespread inability to authenticate or use a paid Service;

3. data-integrity or payment errors affecting multiple users;

4. reproducible product defects;

5. individual configuration and how-to questions; and

6. feature requests and non-urgent feedback.

 

An acknowledgement or workaround is not a promise of a final fix. Complex issues may depend on third-party providers, simulator changes, an application update, or additional information.

 

## 5. Diagnostic information and access

 

With your permission or when you submit it, Valor may review logs, screenshots, application versions, hashed device identifiers, entitlement records, telemetry-derived summaries, Baseline metadata or files, team or venue records, and support communications to investigate an issue.

 

Valor will not request your payment password or complete payment-card number. If remote access is separately arranged, it must use a method approved by Valor, be limited to the support session, and remain under the device owner’s supervision.

 

Support information is handled under the Privacy Policy. Valor may retain a support and security record after the ticket closes.

 

## 6. Security reports

 

Send suspected vulnerabilities or compromised keys to [valorrace@gmail.com](mailto:valorrace@gmail.com) with “SECURITY” in the subject line. Do not publicly disclose a nonpublic vulnerability before Valor has a reasonable opportunity to investigate and address it.

 

Authorization to use Valor is not authorization to access another account, bypass controls, exfiltrate data, degrade the Service, use social engineering, or test third-party systems. Valor does not promise a bug bounty or payment.

 

## 7. User responsibilities

 

You must:

 

- use a supported, current Valor version;

- install required security and compatibility updates;

- maintain compatible hardware, simulator access, Windows updates, drivers, and network service;

- protect access keys, devices, and local networks;

- back up locally exportable information that matters to you;

- test Valor Competition workflows before a public event; and

- communicate respectfully and provide reasonably requested diagnostic details.

 

Valor may close duplicate, abusive, threatening, fraudulent, unintelligible, or abandoned requests and may limit support where a user refuses required verification or continues prohibited conduct.

 

## 8. Contact

 

[valorrace@gmail.com](mailto:valorrace@gmail.com)