Draft for the July 6, 2026 launch. This policy is incorporated by reference into the Terms of Service and is being finalized with legal counsel. Items marked finalized at launch will carry committed figures by the Effective Date. Questions: [email protected].
Effective July 6, 2026. This Support Policy is incorporated into the Terms of Service (the "Agreement") between ApexAVCloud LLC ("APEX", "we", "us", or "our"), a Delaware limited liability company with offices at 5009 N Ashland Ave #3E, Chicago, IL 60640 and Customer, and describes the end-user support APEX provides during the Subscription Term. Capitalized terms not defined here have the meaning given in the Agreement.
1. Scope
APEX provides support for questions and issues relating to the generally available production Services: defects, errors, access problems, and "how do I" guidance for documented functionality. Support does not include custom development, on-site services, training beyond standard onboarding materials, or support for Beta Offerings or for issues caused by Customer's environment, third-party products, or use of the Services contrary to the Documentation or the Acceptable Use Policy.
2. How to reach support
Support is available through (a) in-product live chat (the Messenger in the bottom-right of the app and marketing site) and (b) email to [email protected]. The documentation and how-to guides are available at any time.
3. Support hours
Standard support is provided during business hours, Monday through Friday, U.S. Central Time, excluding U.S. public holidays. [Exact hours and any extended-support options are finalized at launch.]
4. Severity levels and target response times
APEX triages each request by severity and uses commercially reasonable efforts to meet the initial-response targets below. [Targets below are finalized at launch and may vary by plan.] "Response" means an initial human acknowledgement and the start of triage, not resolution.
| Severity | Description | Target initial response |
|---|---|---|
| P1 - Critical | Production Service down or unusable for all Users; no workaround. | 4 business hours |
| P2 - High | Major function impaired; significant impact, limited workaround. | 1 business day |
| P3 - Normal | Minor issue or defect with a reasonable workaround. | 2 business days |
| P4 - Low | Question, documentation, or feature request. | 3 business days |
5. Customer responsibilities
To help APEX respond efficiently, Customer should provide a clear description of the issue, the steps to reproduce it, the affected accounts or workspaces, the time it occurred, and any error messages or screenshots. Customer should designate the administrators authorized to open and manage support requests, and keep contact details current.
6. Escalation
If a P1 issue is not progressing, Customer may request escalation by replying to the support thread and marking it urgent. APEX will engage additional resources as needed to restore service.
7. Changes
As described in the Agreement, the support terms may be updated from time to time on reasonable notice, provided the modifications do not materially decrease APEX's obligations as compared to those in effect on the Effective Date.