What does 'software,' 'human support,' and 'technical support' mean, and when can they be accessed?

Software means Brain in Hand's digital product. This encompasses the mobile app, the web app and all the user's digital interactions with the system, including using the diary, solution packs and traffic lights.

Available, 24 hours a day, seven days a week, as long as you're connected to the internet (Wi-Fi or 3G/4G cellular data), except for during planned and unscheduled maintenance.

Some features of the Brain in Hand app are available without an internet connection.

Human support means the instances in which a user receives direct human support, either from a scheduled session with their personal coach, or through a response to a request for on-demand support.

Available 24 hours a day, seven days a week, except for:

1. Scheduled coaching sessions; which will be available 9am to 5:30pm Monday to Friday (excluding bank holidays) with additional limited availability outside of that.
2. During planned and unscheduled maintenance.
   
   

Technical and customer support means interactions with Brain in Hand that relate to technical difficulties, troubleshooting, general enquiries, complaints and feedback about the service.

Available 9am to 5:30pm Monday to Friday (excluding bank holidays).