Support Policy
DocAI Fabric. Support tiers, severity levels, response and restore targets.
Version 1.0 · Effective 1 October 2026
1. What this covers
This Support Policy describes how AI Fabric Limited ("AI Fabric", "we") supports DocAI Fabric for the customer ("Customer", "you"): the support tiers, how to raise a request, how we classify its severity, the targets we work to, and what each tier includes.
It is incorporated by reference into the Master Services Agreement and the Terms of Service. The version that applies to an Order Form is the version stated on it or, if none is stated, the version current at the Order Form's date. Accounts created under the Terms of Service receive Standard Support.
Availability, service credits and recovery after a failure are governed by the Service Level Agreement, not by this document. The targets in this document are targets: missing one does not give rise to service credits.
2. Support tiers
| Standard Support | Enterprise Support | |
|---|---|---|
| Included with | Every subscription, and accounts under the Terms of Service | The Enterprise Premium plan; optional add-on on the Enterprise plan and on self-hosted subscriptions |
| Coverage | Business hours in Customer's Region (section 3) | 24 x 7 x 365, follow-the-sun, for P1; business hours for P2, P3 and P4 |
| Channels | Email; dedicated escalation contact for P1 | |
| Technical Account Manager | No | Yes, named |
| Quarterly Business Review | No | Yes |
| Root cause analysis | No; incidents affecting the cloud service are reported on the status page | Written, for every P1 incident, within 5 business days of restoration |
| Hypercare | No | Yes, around go-live (section 6) |
| Bug fixes, updates, upgrades | Included | Included |
3. Business hours and contacts
Business hours are 09:00 to 18:00 on business days in the time zone of Customer's Region: United States, Eastern Time; Australia, Australian Eastern Time; European Union, Central European Time. Business days exclude Saturdays, Sundays and public holidays in the corresponding jurisdiction (New York, Sydney, Cyprus). Self-hosted customers state their business-hours time zone on the Order Form.
Requests are raised by email to support@docaifabric.com; the address is shown in the Service. P1 requests on Enterprise Support are raised by the dedicated escalation channel named in the onboarding letter, so that they reach the on-call engineer directly.
We take requests from Customer's account administrators. Administrators are Customer's first line for its own users: we do not provide end-user support.
4. Severity levels and targets
We assign a severity to each request when we acknowledge it, using the definitions below, and we may re-classify it as the facts become clear. Customer may challenge a classification when it responds.
| Severity | Definition |
|---|---|
| P1, critical | The Service is unavailable, or document processing has stopped, for all of Customer's users, and there is no workaround. Includes data loss and a suspected security incident affecting Customer. |
| P2, major | A major function is unavailable or materially degraded for many users, or processing is severely delayed, and no reasonable workaround exists; or a P1 condition for which a workaround is in place. |
| P3, minor | A function is impaired for some users or some documents, with a workaround; incorrect behaviour that does not stop work; questions about unexpected results. |
| P4, low | How-to questions, documentation, configuration guidance, feature requests, cosmetic issues. |
Targets. Response is the time to a first substantive reply from an engineer, not an automatic acknowledgement. Restore is the time to restore the affected function to working order, by a fix or a workaround; a permanent fix may follow in a later release. Times are measured within coverage hours for the tier and severity: a P3 raised on Standard Support at 17:30 on a Friday has a response target that continues on Monday morning, and only a P1 on Enterprise Support is worked outside business hours.
| Severity | Standard Support: response | Standard Support: restore | Enterprise Support: response | Enterprise Support: restore |
|---|---|---|---|---|
| P1 | 8 business hours | Next business day | 2 hours | 4 hours |
| P2 | 1 business day | 3 business days | 4 business hours | 1 business day |
| P3 | 2 business days | Next scheduled release, target only | 1 business day | Next scheduled release, target only |
| P4 | 3 business days | No target | 2 business days | No target |
For a P1 on either tier we keep Customer's administrators informed at least every 4 hours until the function is restored. Incidents affecting the cloud service generally are posted on the status page, as the Service Level Agreement describes, and for Standard Support the status page is the record of the incident: no separate root cause analysis is provided.
5. Customer's part
The targets assume that Customer:
- raises the request through an account administrator, with the project, transaction or document concerned, what was expected, what happened, and when;
- gives us the access and information we need to reproduce the issue, and responds to our questions within the same target that applies to us for that severity;
- keeps its configurations, rules, integrations and API clients within the Documentation; and
- on Enterprise Support, keeps its escalation contact reachable.
Where Customer does not respond, the clock on our targets pauses until it does.
6. Enterprise Support services
Technical Account Manager. A named engineer who knows Customer's configuration and is the escalation point for open requests. Open items are reviewed at the Quarterly Business Review and otherwise as agreed.
Quarterly Business Review. A review each quarter of usage, incidents, request history, upcoming changes to the Service, and Customer's roadmap.
Root cause analysis. A written analysis for every P1 incident within 5 business days of restoration: what happened, the timeline, the cause, and the corrective actions with owners and dates.
Hypercare. Elevated attention for the 2 weeks before and after a go-live agreed with the Technical Account Manager, with a named engineer on standby during the go-live window.
7. What support does not include
Support covers the Service as we provide it. It does not include:
- designing, building or changing Customer's document classes, fields, validation rules, workflows, integrations or custom code, beyond guidance on how the Service works; that is Professional Services, ordered separately;
- the review or correction of extracted data, or the operation of Customer's business process;
- third-party systems, networks and identity providers, including those Customer has integrated with the Service;
- issues caused by use outside the Documentation or in breach of the agreement;
- training, other than the guidance given while resolving a request; and
- on-site attendance.
Where we find during a request that the work falls under Professional Services, we say so and propose scope before proceeding.
8. Self-hosted deployments
Where Customer runs the Software in its own environment, this policy applies with these differences:
- support covers the Software; Customer operates and supports the infrastructure it runs on (cloud subscription, network, storage, identity, LLM and OCR endpoints) and any incident in that infrastructure is outside the targets above;
- unless standing access to the Software's logs has been arranged at deployment, for example delegated read access to the log workspace in Customer's cloud subscription, Customer provides, with the request or on our first ask, either the application logs for the period concerned or remote access to the system running the Software. We cannot diagnose what we cannot see: the time from our asking for logs or access until Customer provides one of them is not counted against the response and restore targets, and the clock resumes when it arrives. If Customer can provide neither, the targets do not apply to that request;
- Customer can deploy an updated container image when we release one;
- a fix may require Customer to update to the current release;
- updates are delivered as container images through the release channel set up at deployment; Customer decides when to deploy them; and
- the Service Level Agreement does not apply: there is no availability commitment for software Customer operates.
9. Changes to this policy
We may update this policy from time to time. Where an update is materially adverse to Customer, we will give at least 30 days' prior written notice to Customer's designated contacts and the update will take effect at the start of Customer's next renewal term. Updates that are neutral or beneficial to Customer, and updates required to comply with law, take effect on posting. Where Customer has agreed different support terms in an Order Form, those prevail for the term to which they apply.
10. Contact
Support: support@docaifabric.com, shown in the Service. Security incidents: security@docaifabric.com. Contract and legal: legal@docaifabric.com.