Support Policy
Last updated: February 10, 2026
This Support Policy ("Policy") is incorporated into the H33 Terms of Service (the "Terms"). Capitalized terms have the meanings in the Terms. If there is a conflict between this Policy and an Order Form, the Order Form controls.
1. Scope
1.1 Support Services
"Support" means H33's commercially reasonable efforts to (a) respond to support requests, (b) provide general guidance on using the Services, and (c) address reproducible errors or outages in H33-controlled systems.
1.2 Exclusions
Support does not include: (a) development work, custom integration, code writing, architecture review, security consulting, penetration testing, compliance consulting, legal advice, data protection advice, or KYC/AML program design; (b) support for Customer's systems, End User devices, networks, or third-party services not controlled by H33 (including blockchain networks); (c) recovery of lost Wallets/keys; (d) restoration or reconstruction of data outside H33-controlled systems; (e) providing certifications, audits, questionnaires, or bespoke attestations except as expressly agreed; or (f) any services not expressly described in this Policy.
1.3 No SLA Unless Order Form
H33 does not provide any uptime, response time, or resolution time service levels unless expressly stated in an Order Form signed by H33.
2. Support Channels and Contact Information
2.1 Primary Channel
Support requests should be submitted via email to support@h33.ai (or through the support functionality in the dashboard, if available).
2.2 No Phone Support Unless Order Form
Unless expressly stated in an applicable Order Form, H33 does not provide phone or real-time support (including by telephone, video conference, or screen share). Any real-time support, dedicated escalation path, or on-call coverage must be separately agreed in writing and may be subject to additional fees and scheduling.
2.3 Security Reports
Suspected security issues must be reported to security@h33.ai (see the Security Exhibit).
2.4 Privacy Requests
Privacy requests must be sent to privacy@h33.ai.
2.5 Legal Notices
Legal notices must be sent to legal@appuix.xyz as provided in the Terms.
3. Support Hours
3.1 Standard Support Hours
Unless an Order Form states otherwise, Support is provided during standard business hours in the U.S. Eastern time zone, excluding U.S. federal holidays.
3.2 After-Hours Coverage
After-hours, weekend, or on-call support is not provided unless expressly included in an Order Form.
4. Severity Levels and Target Response
H33 will use commercially reasonable efforts to respond within the timeframes below. Response targets are goals, not guarantees, and do not constitute SLAs.
- Severity 1 (Critical): Broad production outage in H33-controlled systems or a confirmed Security Incident affecting multiple customers. Target Initial Response: within 4 business hours.
- Severity 2 (High): Material degradation of core functionality with no reasonable workaround; or confirmed issue affecting production use for a single Customer. Target Initial Response: within 1 business day.
- Severity 3 (Normal): Non-critical issue, partial impairment, or bug with a workaround available. Target Initial Response: within 2 business days.
- Severity 4 (Low): Questions, feature requests, documentation feedback, or non-urgent matters. Target Initial Response: within 5 business days.
5. Customer Responsibilities (To Enable Efficient Support)
Customer will: (a) designate at least one Support contact and keep contact information current; (b) provide sufficient information to reproduce or investigate the issue (e.g., timestamps, request IDs, environment, logs, error messages, and steps to reproduce); (c) promptly cooperate with reasonable requests for additional information; (d) maintain secure credential practices and promptly rotate/revoke credentials if compromise is suspected; and (e) ensure Authorized Users are trained and follow Documentation and the AUP.
6. Maintenance and Communications
6.1 Maintenance
H33 may perform maintenance as described in the Terms. Where practicable, H33 will provide notice via email, dashboard notice, or Documentation updates.
6.2 Status Updates
H33 may provide service status updates through a status page, dashboard notices, or email. Any status page or uptime reporting is informational unless an Order Form states otherwise.
7. Bug Fixes, Updates, and Deprecations
7.1 Bug Fixes
H33 may patch, update, or modify the Services at any time. H33 determines, in its discretion, whether and when to address reported issues and whether a workaround or configuration change is appropriate.
7.2 Deprecations
H33 may deprecate or retire features as described in the Terms and Documentation. Customer is responsible for maintaining compatibility with updates.
8. Beta Services
Beta Services are provided "as is" and may be modified or discontinued at any time. Support for Beta Services, if any, may be limited and is provided at H33's discretion.
9. Enterprise Support (If Applicable)
If Customer has an executed On-Prem / Enterprise Addendum or an Enterprise Order Form, additional support terms may apply (e.g., expanded hours, named contacts, escalation paths, or enhanced incident communications) only if expressly stated in the applicable Order Form.
10. Professional Services (Optional)
Any implementation services, custom integration assistance, training, or consulting ("Professional Services") must be separately agreed in writing (e.g., Order Form or statement of work). Professional Services, if any, may be subject to separate fees and terms.
11. Changes to This Policy
H33 may update this Policy from time to time. Updates are effective when posted (or as otherwise stated). If H33 materially reduces Support for active paid accounts, H33 will use commercially reasonable efforts to provide notice.