Support and Maintenance Policy — Free Visuals

1. Support contact

This policy applies only to no-charge Cerebra Consulting Inc. Power BI custom visual editions whose Microsoft Marketplace listings or documentation link to it. It does not apply to paid, subscription, trial or enterprise editions, which will have separate support terms. For free-visual product support, contact pbisupport@cerebra-consulting.com and identify the visual name and version.

Requests may be submitted at any time and are reviewed through Cerebra’s normal business operations. Submission does not mean that support is staffed around the clock. Any applicable separate written commitment takes precedence to the extent agreed.

This policy describes free-visual support and maintenance. It does not replace license terms specified for the applicable Marketplace offer, including Microsoft-provided terms where selected, or limit rights required by law.

2. Information to include

• The visual name and version, and your Power BI Desktop or Power BI service environment and version where relevant.
• Expected and actual behavior, clear reproduction steps, time of occurrence, and any error or request identifier.
• Business impact, an available workaround, and a sanitized screenshot or synthetic sample report when useful.

Do not email production credentials, access tokens, secret endpoints, or unnecessary personal or confidential data. Remove sensitive information before sharing troubleshooting material.

3. Support scope

Standard product support provides reasonable assistance with:

• Installing or importing supported Cerebra visual packages, and documented field mapping and configuration.
• Reproducible defects, known issues and update guidance.
• Marketplace listings, sample reports and product documentation.

Free-visual support does not ordinarily include general report development, data cleansing, tenant administration, bespoke development, third-party repairs, Microsoft service administration or deployment of customer-owned workflows. Separately contracted services are outside the scope of this policy.

4. Priority and handling

Requests are prioritized according to verified impact:

These categories are not service-level guarantees. A response may be an acknowledgement, investigation update, request for diagnostics, workaround or resolution. No fixed response or resolution time, 24-hour coverage, uptime commitment or service credit applies unless separately agreed in writing or required by applicable terms or law.

5. Versions and updates

Cerebra may provide free-visual fixes, compatibility improvements and updates through Microsoft Marketplace or another approved distribution method. You may be asked to reproduce an issue on the current published free edition or install a supported update.

Material deprecations, support withdrawal or compatibility changes are communicated through product documentation, release notes or the support page. This policy does not promise a particular release date or continued fixes for every older version.

6. Microsoft and third-party dependencies

Power BI, Microsoft Marketplace, browsers, gateways, semantic models, data sources and other services are operated by their respective providers or customer organizations. Cerebra supports the components it publishes; some incidents also require action by Microsoft, your administrator or another provider.

7. Security and privacy

Report product security concerns to pbisupport@cerebra-consulting.com without sending credentials or unnecessary sensitive information. Personal data provided for support is handled under the Cerebra Power BI Custom Visuals Privacy Notice — Free Visuals. Privacy inquiries may be sent to contact@cerebra-consulting.com

8. No-charge visual support

Standard product support for covered free visuals is provided without a separate support fee. No guaranteed response or resolution time or bespoke consulting is included unless separately agreed in writing or required by applicable law. Paid and subscription editions will have separate support terms; use of a free visual does not automatically enroll a customer in a paid offering.

9. Contact and policy changes

Cerebra Consulting Inc.
270 Lancaster Ave, Suite D2, Malvern, PA 19355, USA
Power BI visual support: pbisupport@cerebra-consulting.com
General contact: contact@cerebra-consulting.com

Updates to this free-visual policy will state a revised effective date, with appropriate notice of material changes. Applicable agreed commitments and mandatory legal rights remain unaffected. Paid and subscription editions are governed by separate documents.