This policy describes operational support expectations. It is not an uptime guarantee unless a signed Enterprise agreement says so.
This policy is product information, not legal advice. Customers should take their own advice for regulated, sensitive or high-volume use cases.
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Standard support covers account access, billing guidance, configuration questions, docs, known incidents, reasonable troubleshooting and product defects.
It does not include legal advice, tax advice, telecoms consulting, custom development or third-party account administration unless agreed.
SIMCOAI aims to operate reliably, but no public plan includes a guaranteed uptime SLA by default. Provider outages, carrier issues, internet failures, customer configuration and maintenance can affect availability.
Keep human fallback routes for urgent bookings, complaints, refunds, safety issues and business-critical calls.
Use dashboard support routes, public contact forms or hello@simcoai.co.uk. For account-specific help, contact us from the business account email where possible.
Include request IDs, timestamps, affected page/number, screenshots without secrets, and safe reproduction steps.
During incidents SIMCOAI may investigate, rate-limit, disable risky features, reroute, fall back, post status guidance or ask customers to pause a workflow.
Enterprise customers may have additional notification or review terms in their contract.
Maintenance may happen to improve security, reliability, provider compatibility or product quality. Emergency changes may happen without advance notice.
Customers should test critical workflows after major configuration or integration changes.
Support response times vary by plan, queue volume, issue severity and whether the request includes enough information. Enterprise SLA options must be agreed in writing.
A fast response does not guarantee immediate provider resolution.
SLA or support commitments do not cover customer misconfiguration, unlawful use, provider account suspension, unpaid billing, unsupported integrations, network outages, abuse, force majeure, or issues caused by changing customer data/prompts.
Before go-live, verify billing, legal acceptance, knowledge, phone numbers, disclosure wording, escalation contacts, transfer destinations, docs and support ownership.