This Support Policy describes the support T-X AI, Inc. (“T-X”) provides for the T-X Service. It forms part of the Terms of Service and any SaaS Services Agreement between T-X and Customer. Capitalized terms not defined here have the meanings given in those agreements. If an Order Form sets different support terms, the Order Form controls.
| Plan | Support |
|---|---|
| Paid subscription | Standard support (Sections 2 to 5) |
| Proof of concept, pilot, or trial (“POC”) | Best-effort support during business hours (Section 6) |
Requests may be submitted by any Authorized User. Please include your organization name, a description of the issue, when it started, the steps to reproduce it, and screenshots or file names where helpful. Please do not email full bank account numbers or passwords. If we need a file to investigate, we will ask you to upload it through the Service.
We assign severity based on business impact. We may adjust the level you select if the impact is different from what was reported, and we will tell you if we do.
| Severity | Definition | Initial response target | Updates |
|---|---|---|---|
| 1: Critical | The Service is unavailable for all users, a suspected security incident affecting Customer Data, or a transfer instruction was generated or sent incorrectly. | Within 24 hours of receiving notice | Daily until resolved or a workaround is in place |
| 2: High | A core feature is not working (for example, file upload, forecasting, or an Integration) with no reasonable workaround. | 1 business day | Every 2 business days |
| 3: Normal | A feature is impaired but a workaround exists, or results look incorrect in a limited way. | 2 business days | As progress is made |
| 4: Low | How-to questions, cosmetic issues, and feature requests. | 5 business days | As appropriate |
Response targets measure the time until a person at T-X acknowledges the request and begins work. They are targets, not guaranteed resolution times. Resolution depends on the nature of the issue, and we will keep you informed of progress and next steps.
Security incidents are also handled under the Data Processing Addendum, including its notification commitments.
Not covered: problems caused by your systems, network, ERP, or banks; incorrect or incomplete data provided to the Service; use in breach of the Terms; custom development; and treasury, accounting, or financial advice. We will still tell you what we see and point you in the right direction where we can.
We use commercially reasonable efforts to keep the Service available. We do not guarantee a specific uptime percentage or provide service credits unless an Order Form expressly states otherwise.
During a POC, we provide support by email during business hours on a best-effort basis. We aim to meet the response targets in Section 3 but do not commit to them. Security incidents affecting Customer Data during a POC are handled under the DPA in full, the same as for paid customers.
We may update this Support Policy. We will not materially reduce the support levels that apply to your paid subscription during its current term.
T-X