1. Overview
This Support Policy describes the support and maintenance services that HiO AI, Inc. (“Company”, “we”, “us”) provides to customers who have subscribed to the HiO platform (“Service”) under a valid Subscription Agreement. These policies form part of and are incorporated into the Subscription Agreement.
We may update these policies from time to time. Continued use of the Service after notice of updates constitutes acceptance of the revised policies.
2. Scope of Support
Support covers the following:
- Assistance with platform functionality, features, and settings
- Investigation and resolution of confirmed bugs or errors in the Service
- Guidance on connecting supported channels and integrations
- Account and billing inquiries
Support does not cover:
- Third-party platforms or Connected Channels (e.g. WhatsApp, Instagram, Gmail) — contact the respective provider for issues arising outside the HiO platform
- Issues caused by Customer’s own systems, network, or equipment
- Custom development, configuration, or integration work
- Professional services of any kind — HiO does not offer professional services
3. Support Channels
Support is available through the following channels:
- Email: support@hio.ai
- In-app: Submit a request directly through the HiO platform dashboard
When submitting a request, please include a clear description of the issue, steps to reproduce it (if applicable), and any relevant screenshots or error messages. This helps us resolve your request faster.
4. Support Hours
Our support team is available:
- Days: Monday - Friday
- Hours: [9:00 AM – 5:00 PM]
- Time Zone: [EST]
Requests submitted outside support hours will be addressed on the next available business day.
Note: Support is not available on US federal holidays.
5. Severity Levels and Response Times
We classify support requests by severity and aim to respond within the following timeframes:
- Critical [4 business hours] — Service is completely unavailable or a core feature is non-functional for all users
- High [1 business day] — Significant functionality is impaired; a workaround may exist but is limited
- Normal [2 business days] — Non-critical issue, general question, or feature inquiry
Response times are targets, not guarantees. Actual resolution times may vary depending on the nature and complexity of the issue.
6. Updates and Upgrades
As part of your Subscription, we may deploy the following automatically:
- Updates: Bug fixes and patches that maintain the current functionality of the Service.
- Upgrades: Enhancements, new features, or new versions of the Service.
Updates and Upgrades are included in your Subscription at no additional cost and may be applied without prior notice. We will make reasonable efforts to minimize disruption during deployments.
7. Service Availability
We aim to provide a reliable and available Service. Availability is subject to the uptime commitments of our hosting infrastructure provider. Scheduled maintenance will be communicated to customers in advance where possible.
We are not responsible for downtime caused by factors outside our reasonable control, including third-party Connected Channels, internet outages, or force majeure events as described in the Subscription Agreement.
8. Contact
For any support-related queries, please reach out through the following:
- Support requests: support@hio.ai
- General enquiries: info@hio.ai
- Website: www.hio.ai