Support Policy + SLA-lite
- Version
- v1.0
- Last Updated
- March 3, 2026
- Owner
- Atlacis Legal & Accounting Counsel (internal)
- Company
- ATLACIS SOFTWARE TECHNOLOGIES LLC
1111 Lincoln Rd, Suite 500, Miami Beach, FL 33139, USA
Contact: support@atlacis.com | billing@atlacis.com | security@atlacis.com
Plain-English summary
This sets clear support channels and response targets without promising outcomes. It prevents “you guaranteed X” disputes.
1. Support Channels
- Primary support: support@atlacis.com
- Billing: billing@atlacis.com
- Security emergency: security@atlacis.com
2. Support Hours
Standard support hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding U.S. federal holidays.
3. Severity Levels and Response Targets
Response times are targets, not guarantees.
| Severity | Definition | Target Initial Response |
|---|---|---|
| Severity 1 | Service unavailable or widespread outage | Within 4 business hours |
| Severity 2 | Major functionality impaired, no reasonable workaround | Within 1 business day |
| Severity 3 | Minor issue or workaround exists | Within 3 business days |
| Severity 4 | How-to questions and general requests | Within 5 business days |
4. What Support Includes
- Troubleshooting platform issues and bugs
- Guidance on configuration and standard workflows
- Assistance with included onboarding or integration scope as defined in your plan or Order Form
5. What Support Does Not Include
- Legal advice, compliance advice, or tax advice
- Guaranteeing chargeback wins, fraud reduction outcomes, or specific ROI
- Custom development unless purchased in writing
- Third-party outages, API changes, or issues outside Atlacis control
- Issues caused by customer credentials, misconfiguration, unauthorized changes, or customer environment
6. Maintenance
We may perform scheduled maintenance. We will attempt to provide advance notice when feasible.
7. Service Credits (Optional Remedy)
If you have a paid plan and the core Services are unavailable due to verified Atlacis downtime, Atlacis may provide a reasonable service credit applied to future fees. Service credits are your sole remedy for downtime and do not apply to beta features, scheduled maintenance, or third-party issues.