# SoAI Commercial Support Terms 1.0

Document ID: `commercial_support_terms`

Version 1.0 — effective 22 August 2026

These terms govern support included with a paid standard annual SoAI commercial
term. They grant no software, deployment, redistribution, or other product right.

## 1. Included assistance and professional time

Reasonable-use help with licensing, billing, entitlement, and activation faults is
included without consuming professional-support time.

Each paid annual term includes:

- Core Commercial: 1 professional-support hour;
- SoAI OS Commercial: 2 professional-support hours; or
- Core + OS Commercial: 4 professional-support hours.

The Customer may register up to two named technical contacts and maintain at most
two active support cases. Included time expires with the term and does not roll
over. Work is recorded in 15-minute increments.

Support cases are opened by email to `support@soai.to` from a registered named
technical contact, quoting the entitlement reference. Licensing, billing,
entitlement, and activation faults may be raised at the same address and remain
separately classified under section 5.

## 2. Professional work and exclusions

Technical diagnosis, configuration guidance, meetings, reproduction, log analysis,
troubleshooting, and written technical guidance consume professional-support time.
Support does not include custom feature development, third-party infrastructure
administration, guaranteed resolution, 24/7 response, or an uptime commitment.

Additional professional support is initially USD 175 per hour, prepaid in two-hour
blocks, and begins only after a separate approved support record. The Licensor may
discount or waive a charge at discretion without changing future standard pricing.
Custom development and larger commitments require a separate quote.

## 3. Hours and response targets

Normal hours are Monday through Friday, 09:00–18:00 Europe/Rome, excluding Italian
public holidays. Target initial response is one business day for a genuine
production outage and two business days for other cases.

These are initial-response targets, not resolution guarantees, binding service
levels, 24/7 coverage, warranties, or service-credit commitments.

## 4. Customer information and secure handling

The Customer must provide a clear description, supported version, impact, and
reasonable diagnostic material. It must remove secrets and unnecessary personal or
confidential data. Secrets may be submitted only through a specifically approved
secure channel and data-handling arrangement.

Each party will protect Customer confidential information under the applicable
commercial confidentiality and data-protection obligations. Support records are
used only to provide, secure, account for, and improve the requested assistance as
described in the SoAI privacy notice published at `https://soai.to/privacy/`, in
the version in effect when the record is created.

## 5. Availability and accounting

Support use is rejected after the paid term or beyond the included balance unless a
separate prepaid or approved additional-support record exists. Licensing and
billing assistance remains separately classified and does not consume the balance.
No time carries into another term.

## 6. Warranty, liability, and precedence

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SUPPORT IS PROVIDED “AS IS” AND “AS
AVAILABLE.” The warranty and liability provisions of `COMMERCIAL-LICENSE.md`
apply. Nothing limits non-waivable rights or liability.

An accepted order controls its deal-specific support terms;
`COMMERCIAL-LICENSE.md` controls the commercial relationship; and these terms
control standard support. Italian law and the forum rules in the commercial
license apply, subject to mandatory law.