Commercial support terms

Licensing and billing assistance is provided without consuming professional support time. Each paid annual term includes one hour for Core Commercial, two hours for SoAI OS Commercial, or four hours for Core + OS Commercial.

Professional support is measured in immutable 15-minute increments, expires with the paid term, and does not roll over. Up to two named contacts and two active cases are permitted. Additional professional support is initially USD 175 per hour, prepaid in two-hour blocks, and begins only after a separate approved support record. A discount or waiver does not change future standard pricing. Custom development and larger commitments require a separate quote.

Technical diagnosis, configuration guidance, meetings, reproduction, log analysis, troubleshooting, and written technical guidance consume professional time. Licensing and billing help does not. Support excludes custom feature development, third-party infrastructure administration, guaranteed resolution, 24/7 response, and uptime commitments.

Normal support 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, uptime commitments, warranties, or service-credit commitments.

Contact [email protected]. Do not send passwords, private keys, activation credentials, customer datasets, or sensitive provider payloads. Customers must remove secrets and unnecessary personal or confidential data unless a specifically approved secure channel and data-handling arrangement exists. Customer confidential information is used only to provide, secure, account for, and improve the requested assistance. The exact terms are a download.

Legal notice version 1.0 · effective 22 August 2026.

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