Support Policy
Last Updated: October 6, 2026NeuralTrust provides technical support for its products under two plans, Standard and Premium, as designated in the Order Form. This policy defines severity levels, response targets, support hours, responsibilities by deployment model, and the service availability commitment.
Table 1: Severity Level Definitions
| Severity | Definition |
|---|---|
| Severity 1 (Critical) | Production is unavailable or unusable for its intended purpose, with no workaround. |
| Severity 2 (High) | Production is seriously impaired. A workaround, if any, is not sustainable. |
| Severity 3 (Medium) | Partial loss of non-critical functionality with a workaround. |
| Severity 4 (Low) | Questions, documentation issues, or feature requests. No operational impact. |
The customer designates the severity when opening a case. If NeuralTrust believes the designation is incorrect, it will notify the customer and the parties will agree the appropriate level in good faith.
Table 2: Initial Response Time Targets
| Severity | Standard Support | Premium Support |
|---|---|---|
| Severity 1 | 2 Business Hours | 1 hour |
| Severity 2 | 8 Business Hours | 4 hours |
| Severity 3 | 1 Business Day | 4 Business Hours |
| Severity 4 | 3 Business Days | 1 Business Day |
NeuralTrust uses commercially reasonable efforts to meet these targets, measured from case creation to the first response from a qualified engineer. Severity 1 and 2 cases are worked continuously within the plan's support hours until a workaround or resolution is in place.
Table 3: Support Hours
| Severity | Standard Support | Premium Support |
|---|---|---|
| Severity 1 and 2 | Business Hours | 24×7×365 |
| Severity 3 and 4 | Business Hours | Business Hours |
Business Hours: 09:00–18:00 CET, Monday to Friday, excluding public holidays in Spain and Barcelona.
Business Day: a day with Business Hours.
Table 4: Responsibilities by Deployment Model
| Responsibility | SaaS | Private — NeuralTrust managed | Private — Customer managed |
|---|---|---|---|
| Product fixes | NeuralTrust | NeuralTrust | NeuralTrust¹ |
| Infrastructure | NeuralTrust | NeuralTrust² | Customer³ |
| 24×7 monitoring and restoration | NeuralTrust | NeuralTrust | Customer |
| Upgrades and patches | NeuralTrust | NeuralTrust | Customer⁴ |
| Availability | Yes | Yes⁵ | No |
¹ Based on logs and diagnostics supplied by the customer. Customer deploys the fix.
² Customer owns the cloud account, VPC and the IAM role delegated to NeuralTrust. NeuralTrust operates all components deployed within it.
³ NeuralTrust supports its software and the deployment artifacts it provides, and will help determine whether a fault lies in the software or the environment. Troubleshooting, operating, and restoring the environment is the customer's responsibility.
⁴ NeuralTrust publishes releases; the customer installs them. The current and previous major versions are supported.
⁵ Where stated in the Order Form.
Scope and Exclusions
Support covers defects in NeuralTrust software, restoration of NeuralTrust-operated services, and questions on documented functionality. It does not cover implementation projects, custom development, integration design, training, or troubleshooting of customer or third-party systems; these are available as Professional Services under a separate Statement of Work.