Support Policy
Effective Date: January 1, 2026
Support Hours & Channels
Standard support is available Monday–Friday, 9am–5pm EST, excluding holidays.
Contact us at support@aetherai.global.
Severity Levels
- Sev 1 (Critical): Complete service outage affecting production
- Sev 2 (High): Major feature down, significant impact
- Sev 3 (Medium): Partial functionality issue, workaround available
- Sev 4 (Low): Minor issue, feature request, or question
Response targets (not guarantees)
- Sev 1: 2 hours
- Sev 2: 8 hours
- Sev 3: 1 business day
- Sev 4: 2 business days
What Support Covers
- Bug reports and incident response
- System outages and degraded performance
- Configuration guidance for existing deployments
What Support Doesn't Cover
- New feature development outside the agreed scope
- Third-party outages beyond our control
- Issues caused by customer-side misconfiguration or access changes