We are committed to responsive, personal support for every customer. This Support Policy sets out the scope, channels, and service levels that apply to the Platform. Terms defined in the Terms of Use have the same meaning here.
Personal support and consulting on the use of the Platform are included in the Subscription at no additional charge. This includes:
Building or adapting a Tailored Agent for Customer is Professional Services under Section 11 of the Terms of Use and is ordered and charged separately.
Support requests are handled by email at michael@jarvis-agents.com. Customer may also schedule a call or a meeting by email. Customer Personal Data must not be included in support requests, as set out in Section 13.4 of the DPA; a request may refer to a document by its name in the Platform.
Support is available Sunday through Thursday, 9:00 – 18:00 (Israel time), excluding public holidays in Israel.
We aim to provide an initial response within one business day. For an issue that prevents Users from working in the Platform, we aim to respond within four business hours.
Response times refer to the initial acknowledgment and assessment of the issue. We use reasonable efforts to address reported issues, but we are not obligated to resolve every issue, and resolution times vary with complexity and severity.
Support is provided directly by the people who build and operate the Platform, covering technical troubleshooting, configuration, product questions, and engineering-level investigation of complex or system-level issues.
Customers are expected to perform reasonable first-line checks, such as verifying credentials and connectivity and reviewing the Documentation, before escalating an issue.
We apply commercially reasonable efforts to keep the Platform available and target 99.5% uptime on a monthly basis, excluding scheduled maintenance and factors beyond our reasonable control, such as internet outages, force majeure events, and disruptions at third-party providers, including the AI provider.
Scheduled maintenance is performed outside support hours where practicable and is announced within the Platform in advance when it may affect availability.
In the event of unplanned downtime we treat the issue as a showstopper and prioritize its resolution under the Hotfix Policy below. The prompt implementation of a hotfix is Customer's sole and exclusive remedy for a failure to meet the uptime target. No service credits, refunds, or other financial adjustments are due for any deviation from the target, as set out in Section 20.2 of the Terms of Use.
If a showstopper issue arises, such as downtime or a Security Incident, we prioritize it and release a hotfix or corrective update as soon as commercially reasonable to restore normal service and system integrity. Security Incidents are also handled as set out in Section 8 of the DPA.
Suggestions for improving the Platform or the support experience are welcome at michael@jarvis-agents.com. Feedback is handled as set out in Section 1.9 of the Terms of Use.