Standard Support Terms
1. Scope of Support Services
1.1 Included. During an active Software license, Protopia provides support for defects and errors in the Software, installation, configuration and deployment questions relating to documented functionality, guidance on documented APIs and integration points, and diagnosis of issues arising from the Software’s operation in Customer’s environment.
1.2 How Support is delivered. Protopia provides Support directly to Customer. Where the Software is obtained through a reseller, distributor or systems integrator, that party does not provide Support for the Software unless a separate written agreement provides otherwise. Support Requests should be submitted to Protopia through the channel in Section 3 rather than to the reseller.
1.3 Excluded from Support. The following are outside the scope of these Support Terms, and no response target or other commitment under these Support Terms applies to them:
- Development of new Stained Glass Transforms. Creating a Stained Glass Transform™ for a model not already covered by Customer’s license is a professional services engagement, scoped and quoted separately. Where Customer creates its own Stained Glass Transform using Protopia-provided tooling, defects encountered in that process are within the scope of Support.
- Feature requests and enhancements. Requests for new functionality, changes to existing functionality, or support for additional models, platforms or configurations are product requests. Protopia will log them and respond on its own roadmap timeline.
- Customer infrastructure and third-party products. Issues originating in Customer’s hardware, network, operating system, orchestration layer or third-party software, including the underlying model serving stack where the defect is not in the Software.
- Model training, fine-tuning and performance tuning beyond documented configuration guidance.
- Custom integration or development work.
2. Support Hours
Support Hours are Monday through Friday, 8:00 AM to 5:00 PM Central Time (US), excluding Protopia-designated holidays. A “Support Day” is any day on which Support Hours occur. A list of Protopia-designated holidays is available on request.
3. Submitting a Support Request
Support Requests are submitted by email to support@protopia.ai. Email is the sole intake channel for Support Requests under these Support Terms.
Each Support Request receives an automated confirmation on receipt containing a unique ticket number. Customer should reference that ticket number in subsequent correspondence.
4. Response Time
4.1 Initial Response. “Initial Response” means Protopia’s first substantive reply to a Support Request, confirming the assigned ticket and stating either Protopia’s initial assessment or the further information Protopia requires in order to proceed.
4.2 Target. Protopia targets an Initial Response within eight (8) Support Hours of receipt of a Support Request.
4.3 Maximum. In all cases, and regardless of whether a Support Request is submitted during Support Hours, Protopia will provide an Initial Response no later than eighteen (18) hours after receipt, counting only hours falling on a Support Day. Where that point falls outside Support Hours, Protopia will provide the Initial Response no later than 12:00 PM Central Time on the next Support Day.
Illustrative examples (maximum under Section 4.3, all times Central Time)
| Request received | Initial Response due no later than |
|---|---|
| Tuesday 3:00 PM | Wednesday 9:00 AM |
| Tuesday 5:00 AM | Wednesday 12:00 PM |
| Friday 4:00 PM | Monday 10:00 AM |
| Saturday 11:00 AM | Tuesday 12:00 PM |
4.4 Target, not warranty. The response times in Sections 4.2 and 4.3 are service targets. They are not warranties, conditions or guarantees. Failure to meet them does not give rise to service credits, refunds or any other remedy except as expressly agreed in a separate written order. Nothing in this Section creates a resolution-time commitment; see Section 5.
5. Resolution
Protopia will use commercially reasonable efforts to resolve Support Requests. Protopia does not commit to a resolution time under these Standard Support Terms, and no resolution-time commitment should be inferred from the response targets in Section 4.
6. Escalation
Where a Support Request has not received an Initial Response within the maximum in Section 4.3, or where Customer believes a Support Request is not progressing, Customer may escalate by replying to the ticket with “ESCALATE” in the subject line. Escalated requests are routed to Protopia’s Customer Success function for review.
7. Relationship to the License Agreement
These Support Terms are incorporated by reference into the Protopia AI End User License Agreement and are subject to it. Nothing in these Support Terms creates any warranty, representation or obligation beyond those expressly stated in that agreement. In the event of a conflict, the End User License Agreement controls.
8. Fees
Support as described in these Support Terms is included with an active Software license at no additional charge.
Customers requiring coverage beyond Support Hours, shorter response targets, dedicated resources or a resolution-time commitment may purchase enhanced support under a separate order at mutually agreed terms and pricing.
9. Changes to These Support Terms
Protopia may update these Support Terms from time to time. The version in effect is the then-current version published by Protopia. Material changes will not reduce the commitments applicable to a Customer’s then-current subscription term.
10. Governing Law
These Support Terms are governed by the law specified in the governing law provision of the End User License Agreement, and any dispute is subject to the venue provisions of that agreement.
11. Contact
Support Requests: support@protopia.ai
Support is provided in English. Where Customer has obtained the Software through a partner that provides local-language assistance, Customer may work with that partner for translation. Protopia’s Support Requests, responses and ticket records are maintained in English.