Customer Support Policy
Version 2.0 • Effective Date: January 1, 2026
1. PURPOSE AND COVERAGE
This policy describes technical support provided by Chatsi, Inc. (“CHATSI”) to customers with an active paid subscription. It is intended to serve as the Customer Support Policy referenced in Section 2(e) of the Subscription Service Agreement. Terms not defined here have the meanings given in that agreement.
Support covers access to the Service, reproducible product errors, standard configuration questions, and troubleshooting supported integrations. Initial-response targets vary by subscription tier: Enterprise, Pro, and Lite. Different support terms expressly stated in the applicable signed Order take precedence.
2. CONTACT AND SUPPORT HOURS
Submit requests to support@chatsi.ai, the support intake address, or the support channel designated in your Order or determined with your support representative (Slack, etc.). Include your contact info, affected website or account, a description of the issue, when it began, business impact, and relevant screenshots or steps to reproduce. Do not send passwords, API keys, payment details, or unnecessary personal data.
Standard coverage is Monday–Friday, 9:00 a.m.–5:00 p.m. Mountain Time (America/Denver), excluding U.S. federal holidays as observed. A business hour is an hour within that window; a business day contains eight business hours. Requests may be submitted at any time. Requests received outside coverage begin accruing response time at the next support opening. After-hours and 24/7 coverage apply only if expressly included in a signed Order.
3. SEVERITY AND INITIAL RESPONSE TARGETS
CHATSI will use commercially reasonable efforts to meet the targets below. An initial response is a human acknowledgment that identifies a next step or requests information; an automated receipt does not count. Response time runs from receipt through the designated support channel and is measured only in business hours.
| Severity and business impact | Enterprise | Pro | Lite |
|---|---|---|---|
| Critical (P1) Production Service unavailable or a core function unusable for most users, with no reasonable workaround. | 2 business hours | 4 business hours | 1 business day |
| High (P2) Major function materially impaired for a significant group of users; operations continue with substantial difficulty. | 4 business hours | 1 business day | 2 business days |
| Standard (P3) Limited defect or degraded function; a reasonable workaround exists and core operations continue. | 1 business day | 2 business days | 3 business days |
| General (P4) How-to questions, minor cosmetic issues, configuration guidance, or feature requests. | 2 business days | 3 business days | 5 business days |
All tier targets are initial-response times, not guaranteed restoration or resolution deadlines. One business day equals eight business hours within the support window in Section 2. CHATSI assesses severity using the actual impact and availability of a workaround, explains any change in classification, and reassesses severity if the impact changes.
4. INVESTIGATION, UPDATES, AND ESCALATION
CHATSI will investigate reported issues and may provide a workaround, configuration guidance, or a product correction. During active investigation, status updates are every four business hours for Critical issues, once per business day for High issues, and at an agreed next-update time for Standard and General requests. Updates may report that investigation is continuing.
If a response target is missed or the business impact increases, reply to the same support thread with “Escalation,” the ticket reference, and the current impact. CHATSI will route the request to the support lead or responsible manager. Escalation does not create after-hours coverage or a separate resolution guarantee.
The initial-response clock does not pause while CHATSI is awaiting information. After the first response, further investigation may depend on customer access, diagnostic information, testing, or a third-party response. CHATSI will identify the dependency and communicate the next step; resolution estimates may change as facts become available.
5. CUSTOMER COOPERATION AND SUPPORT LIMITS
Customers must provide an available contact, reasonable diagnostic information, and authorized access needed to investigate; maintain supported configurations; and test proposed workarounds when practicable. Customers remain responsible for their website, source data, permissions, credentials, and third-party accounts.
Custom development, new integrations, data migration, extensive training, and professional services are outside standard support unless included in an Order. CHATSI can help identify third-party platform, API, or model-provider issues, but cannot control those providers’ availability or repair timelines. Feature requests are considered for future development without a delivery commitment.
Support under this policy is for CHATSI’s customers. It does not provide customer-service staffing for the customer’s shoppers or assume responsibility for the customer’s checkout, refunds, final responses, or support SLAs. Suspected security incidents should be reported immediately through the designated channel and marked “Security”; applicable security and breach-notification obligations remain governed by the agreement.
6. RELATIONSHIP TO THE AGREEMENT
Service availability warranties and downtime credits remain governed by Section 3 of the Subscription Service Agreement. This policy does not create additional service credits or amend the agreement’s warranties, remedies, or liability provisions. Any expressly agreed support terms in a signed Order apply to that customer’s support arrangement.
Consistent with Section 3(a), support may change but will not materially degrade during a paid term. CHATSI will make the current approved policy available on its website.