Qevlar AI | Legal Agreements - General

Last updated: June 2, 2026

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This support policy (the "Support Policy") sets out the terms of support applicable to the Qevlar AI Services (the "Services"). The Support Policy is incorporated into and forms part of the Qevlar AI Master Service Agreement, or other agreement governing Customer's use of the Services (as applicable, the "Agreement"). In the event of a conflict between this Support Policy and the Agreement, the terms and conditions of this Support Policy prevail with respect to such conflict. Capitalized terms used herein but not defined herein have the meanings set forth in the Agreement.

1. Support Levels

The table below describes the initial response time goals for support for the Services (the "Support Levels") included as part of Customer's subscription to the Services.

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Support Level	Definition	Initial Response Time Goal	Support Hours of Operation
P1 — High	Material features of the Services are impaired or fail for a substantial portion of Authorised Users; a workaround may exist but is not commercially reasonable for ongoing use.	4 Business Hours	Monday to Friday, 9:00–18:00 Local Time
P2 — Medium	A non-material feature is impaired; the Services remain materially usable; a workaround exists.	1 Business Day	Monday to Friday, 9:00–18:00 Local Time
P3 — Low	Cosmetic issue, "how-to" question, documentation request, or feature enquiry.	5 Business Days	Monday to Friday, 9:00–18:00 Local Time

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Support Channel: email support@qevlar.com or, where available, the in-product support channel.

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"Local Time" means the primary timezone selected by Customer for the applicable Services (defaulting to Customer's billing address).

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"Error" means a reproducible failure of the Services to perform in substantial conformity with the specifications set forth in the Documentation.

2. Support Level Requests, Terms and Limitations

2.1 Support Level Requests

(i) For Qevlar AI to provide Customer the Support Levels, Customer must submit a support ticket by emailing support@qevlar.com or by using the in-product support channel where available. In the event the in-product channel is unavailable, the support team should be contacted directly by email.

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(ii) Customer shall provide to Qevlar AI all of the following when logging a support ticket:

* reasonable detail of the nature of and circumstances surrounding the Error, including reproduction steps;

* reasonable access and cooperation as necessary to enable a diagnosis or resolution of any Errors, including, where necessary, access to Customer's configuration of the Services; and

* cooperation in the diagnosis and resolution of any Errors, including responding to reasonable questions from the Qevlar AI support team.

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(iii) In each instance that Customer provides or uploads its log file(s) for inspection to the Qevlar AI support team, Customer shall redact all personal data from such log file(s) unless such personal data is necessary to diagnose the Error and the Customer has all necessary rights and consents for Qevlar AI to process it.

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(iv) Any log file(s) collected automatically by the Services in connection with a support request will be processed in accordance with Qevlar AI's Data Processing Agreement and the Documentation.

2.2 Support Level Terms and Limitations

(i) The Support Levels are only available in English and for the most current generally available release of the Services.

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(ii) Qevlar AI has no obligation to provide any support for, and the Support Levels do not apply to, Errors or issues arising from:

* any third-party service, software, hardware, infrastructure, model, or other non-Qevlar element of the Services (including, for Bring Your Own Cloud deployments, the customer-designated cloud provider, and any third-party APIs or models not included in the Services);

* any modifications or alterations made by Customer or a third party to any portion of the Services, or any other limitation created by Customer or a third party on Qevlar AI's ability to deliver the Services as designed;

* Customer's failure to use the Services in accordance with the Documentation or instructions provided by Qevlar AI, including failure to follow integration, configuration, or security guidance;

* Customer's failure to allow Qevlar AI to upgrade the Services to the most current generally available release;

* factors outside of Qevlar AI's reasonable control, including any natural disaster, epidemic, war, acts of terrorism, riots, government action, or any other force-majeure event, or any actions or omissions by Customer or any third party, including Customer's breach of the Agreement; or

* non-generally-available features or offerings in the Services (including beta, preview, evaluation, or proof-of-concept features).

* Customer acknowledges that the time required to resolve a support request may vary depending on the complexity of the Error, including, without limitation, the nature of the Error, the extent and accuracy of the information available about the Error, and the level of Customer's cooperation and responsiveness in providing materials, information, access, and support reasonably required by Qevlar AI.

* The initial response time goals set out in Section 1 are commitments to acknowledge the support request and assign a qualified engineer to begin work, not commitments to resolve the underlying Error within that time.

3. Upgrades

Qevlar AI will, from time to time, upgrade Customer to the most current generally available release of the Services. Qevlar AI will provide reasonable advance notice of material changes via the Documentation, the in-product release-notes channel, or by email to Customer's designated technical contacts. Where an upgrade requires Customer action (for example, in a Bring Your Own Cloud deployment), Qevlar AI will set out the required steps in the Documentation.

4. Contact

To file a support request, email support@qevlar.com or use the in-product support channel where available.