RoomCaddie support - what it covers, and what it does not

The one channel

Email: support@roomcaddie.com. Nothing else - no phone, no chat, no screen sharing, no remote control. Every message is answered by a person.

Every ticket starts the same way: in RoomCaddie, Settings > Support info > Copy support info, pasted into the email. That summary carries the versions, the screen sizes, the tile counts, the recent launches and the last 200 log lines, with names, folder paths and keys already removed. It was built so that support can answer without ever touching your PC, and it is the first thing support reads.

How fast

The goal at launch: a reply within one or two business days. Never 24/7, never a promised fix time. If the real tickets say the goal is wrong, this line changes, and the offer sheet with it.

How long

For as long as the 1.x versions are the current RoomCaddie. Support and free updates run together and end together; a paid major version restarts both.

What support covers

RoomCaddie itself, on Windows 11:

• Installing, upgrading and uninstalling RoomCaddie.
• The first-run setup (the wizard) and what it finds on the PC.
• The room editor: tiles, folders, steps, artwork, the ambient screen,

Settings.

• RoomCaddie's own behaviour: launching what a tile says it launches,

coming back to the home screen, the session bar, the hotkeys, backups and restores made through RoomCaddie, the license key, the update check.

• A crash, a hang, a wrong sentence on screen, a wrong picture.
• Anything the support info shows RoomCaddie doing wrong.

What support does not cover

• The programs and sites RoomCaddie launches. The golf software, the

launch monitor's software, Steam and its games, streaming apps and websites, Windows itself, drivers, the projector, the network. When the support info shows the problem is there, the reply says what RoomCaddie saw (for example "GSPro closed three seconds after it started"), whose problem it is, and where to get help for it - and stops there. No troubleshooting of someone else's software.

• A room file edited by hand, or a backup that was edited by hand and

restored. RoomCaddie's editor and its backups are covered; a file changed outside them is not. The answer is Backups: an automatic snapshot from before every change is waiting there. RoomCaddie refuses a damaged file politely and keeps the last good room.

• Windows 10 or earlier, and any PC that fails the free preflight

checker.

• Setting up the room for you. Support answers questions and fixes

RoomCaddie; it does not build tiles, pick artwork or configure a golf simulator.

• Guests. The owner is the customer. A guest's question goes through

the owner.

• Unlimited troubleshooting. A ticket is a question and an answer, not

an open-ended project. When RoomCaddie cannot do what a buyer needs, the honest answer is the refund.

The escape hatch

If RoomCaddie does not work for you, the 14-day refund needs no reason. Support will say so rather than keep a customer in a loop.

What support never asks for

Your license key, your Windows password, remote access, or a copy of your room file with paths in it. The support info is the only thing support needs, and it is redacted before it leaves the PC.