Enterprise support
Support agreements for complex services
A defined support relationship for organizations operating across AI, infrastructure, financial, blockchain, and integration services.
Coverage, contacts, service hours, escalation arrangements, and any applicable service policy are recorded in an agreement tailored to the customer.
Coverage
Services that can be covered
An agreement lists only the products and services included in its approved scope.
AI API
AI hosting
Model training
Model engineering
Blockchain services
Banking services
Integration services
Enterprise support
How the service works
Support is delivered through the existing support portal and email channels, with the applicable agreement visible to authorized customer users.
- Requests are handled within the products, scope, service hours, contacts, and escalation terms recorded for the customer.
- Customers submit and track requests in the support portal and use email for support communications.
- Escalations follow the arrangement documented in the customer agreement.
Response expectations
The published baseline targets for standard support are 24 hours for first response and 72 hours for resolution.
Only an approved agreement may set different service terms. Those terms apply only to the covered services and the agreement’s effective dates.
Shared responsibilities
Support team
Review requests against the recorded coverage, communicate through supported channels, and follow the agreed escalation arrangement.
Customer team
Keep authorized support contacts current, provide the details needed to investigate a request, and submit requests through the support portal.
From assessment to support
Assess
Describe the services, operating context, and support needs.
Define
Confirm coverage, responsibilities, contacts, service hours, and escalation arrangements.
Approve
Review and approve the agreement and any linked native quote or subscription.
Operate
Use the customer portal to submit and follow covered support requests.
Submitting an inquiry does not create paid rights or activate coverage. Coverage begins only under an approved, effective agreement.
Discuss a support agreement
Share your requirements so the proposed scope and operating arrangements can be reviewed.