Support Policy

1. Scope of Support

IntelliviaAI Support covers:

• AI workflow automation setup and usage
• Deployed automation troubleshooting
• Platform-related issues and errors
• Integration support for approved third-party tools
• Performance optimization guidance
• General product and service inquiries

Support does not include:

• Custom development beyond the agreed scope
• Third-party service outages or failures
• Issues caused by unauthorized modifications
• Business, legal, or compliance advice
• Training outside contracted onboarding or support plans

2. Support Channels

You can reach our support team through:

• Email: support@intelliviaai.com
• Live Chat: Available via the website (where enabled)
• Scheduled Calls: Available upon request

All support requests should include clear details to help us resolve issues faster.

3. Support Hours

Standard Support Hours:

• Monday – Friday
• 9:00 AM – 5:00 PM (UTC)

Requests received outside support hours will be handled on the next business day.

Emergency support may be available for critical issues, subject to your service agreement.

4. Response Time Guidelines

We aim to respond within the following timeframes:

• General inquiries: Within 24 business hours
• Technical issues: Within 12–24 business hours
• Critical system issues: Within 2–4 business hours during support hours

Response times may vary depending on request complexity and your support plan.

5. Issue Severity Levels

To prioritize effectively, issues are categorized as:

Critical

• Production systems unavailable
• Automation failure causing major business disruption

High

• Core functionality impaired
• Workflows partially failing without a workaround

Medium

• Non-critical features affected
• Minor automation delays or errors

Low

• General questions
• Feature requests or documentation clarification

6. Client Responsibilities

To ensure efficient support, clients are expected to:

• Provide accurate and complete information
• Share relevant logs, screenshots, or error messages
• Grant necessary access where applicable
• Avoid unauthorized system changes
• Maintain supported third-party integrations

Incomplete information may delay resolution.

7. Third-Party Services

IntelliviaAI integrates with third-party platforms. While we assist with integration guidance, we are not responsible for:

• Third-party outages or downtime
• API changes or limitations
• Service disruptions outside our control

Resolution may depend on the third-party provider.

8. Updates & Maintenance

We may perform updates or maintenance to improve performance and security. Whenever possible, advance notice will be provided.

Emergency maintenance may occur without prior notice if required to protect system integrity.

9. Fair Use Policy

Support services are provided on a fair-use basis. Excessive, repetitive, or non-support-related requests may require an upgraded support plan or separate agreement.

10. Policy Changes

IntelliviaAI reserves the right to update this Support Policy at any time. Changes will be published on our website and become effective immediately upon posting.

11. Contact Us

For support-related questions or assistance:
📧 support@intelliviaai.com
We’re here to help - calmly, clearly, and efficiently.