Security & Support

Support Services Overview

Provider agrees to provide support services for Customer’s use of the Platform as outlined below during the Term of the Agreement.

Support Hours

Standard Support: Available during business hours from 8:00 AM to 6:00 PM, Monday through Friday, Australian Standard Time, excluding public holidays.
Emergency Support: Available 24/7 for critical service disruptions or outages.

Support Channels

Customer support can be accessed via the following channels:

Email: support@redowl.ai
Phone: +61 479 194 412(during business hours)

Response Times

Customer support can be accessed via the following channels:

Critical Issues (Service Downtime, Outage): Response within 1 business hour.
High-Priority Issues (Service Degradation, Major Performance Issues): Response within 4 business hours.
Low-Priority Issues (General inquiries, minor issues): Response within 1-3 business days.

Support Scope

Support includes assistance with the following:

Technical Assistance: Troubleshooting and resolution of service-related issues.
Configuration Guidance: Assistance with setup, configuration, and optimization of Platform for specified Use Cases.

Exclusions

Support does not include the following:

Customization or development: Provider does not provide custom development or coding services unless agreed upon.
Third-party software: Support for third-party tools, services, or applications that are integrated with the Platform.

Service Levels

Provider willstrive to meet the response times set forth above. However, no guarantee ismade regarding specific resolution times. All issues will be addressed inaccordance with their severity and impact on the Customer’s use of the Platform.

Customer Responsibilities

To ensureefficient support, the Customer agrees to:

Provide clear, detailed information about the issue.
Cooperate with the Provider’s support team in troubleshooting and resolution.
Ensure all necessary access credentials are available for investigation, where applicable.

Incident & Status Updates

For real-time and historical incident information, visit our status page:
‍status.redowl.ai
‍This page provides uptime data, incident timelines, and post-mortems where applicable.

Security & Trust

Learn about our security posture, compliance certifications, and audit reports in our Trust Center:
‍security.redowl.ai
‍To report any security-related issues, email our team at security@redowl.ai.

Responsible Disclosure

If you discover a potential security vulnerability:

Report it privately to security@redowl.ai.
Do not publicly disclose the issue until we have addressed it.
We will acknowledge your report and keep you updated on progress.

We value the contributions of security researchers who help improve our systems.