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Support Policy

Effective Date: February 12, 2026 This Support Policy describes the technical support available for the ABS Core software.

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1. Scope of Support

Included:
  • Assistance with installation and configuration issues.
  • Diagnosis of software bugs and errors.
  • Clarification of documentation.
Excluded:
  • Debugging your custom AI Agents or business logic.
  • Troubleshooting your underlying infrastructure (e.g., Cloudflare outages).
  • Writing custom policies (unless Professional Services purchased).

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2. Support Tiers

TierChannelsResponse Time (Sev 1)Response Time (Sev 2)
CommunityGitHub DiscussionsBest EffortBest Effort
StarterEmail< 24 Hours< 48 Hours
EnterpriseDedicated Slack / Portal< 4 Hours< 12 Hours
Severity Definitions:
  • Sev 1 (Critical): Production system down due to Software defect.
  • Sev 2 (High): Major functionality impaired but workaround available.

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3. Updates & Patches

Licensor will provide security patches and updates for the Software during the valid License Term. It is Licensee’s responsibility to apply these updates to their self-hosted environment.