Support policy

1. How to request support

Email aisolutions@aisolutionsnet.net. Include your organisation, affected page, time of the issue, steps taken, expected result and any non-sensitive screenshot or support code.

2. Priority

• Critical: suspected cross-organisation data exposure, compromised credentials or complete loss of approved production access.
• High: core sign-in, lead capture or lead-management workflow unavailable with no reasonable workaround.
• Normal: isolated defect, configuration question, usability concern or non-critical integration issue.

3. Included support

Reasonable diagnosis of pilot access, supported workflows, documented configuration and reproducible defects is included for active pilot users. TailoredAI may request logs, timestamps or a controlled test to investigate.

4. Not included unless agreed

• 24/7 monitoring or guaranteed response and resolution times.
• Unlimited custom development, data cleansing or business-process consultancy.
• Support for customer systems, devices, networks or unapproved integrations.
• Legal, regulatory, marketing, sales or deliverability advice.
• Recovery of data deleted by an authorised customer user unless a backup service was agreed.

5. Planned maintenance and changes

Pilot improvements may require maintenance, configuration changes or temporary feature restriction. TailoredAI will provide reasonable notice for planned material interruption where practicable.

6. Security reporting

Do not send passwords, service-role keys, full database exports or sensitive customer data by email. Mark suspected data exposure or account compromise as “URGENT SECURITY” in the subject line.