Support & Service Levels

1. Support Scope

Asterolabs' support is tied to the contracted service — whether an Automation + AI retainer or a Cybersecurity package. Timelines and channels may be detailed in each engagement's proposal or agreement. Support covers, as applicable:

Questions about the operation and functioning of the contracted automation.
Fixing faults and incidents in the automation hosted by Asterolabs.
Clarifications about cybersecurity deliverables and reports.
Questions related to billing and the agreement.
Reporting security incidents.

Support is a benefit of an active service: Asterolabs' support applies solely to services that are active and in good standing — automations with an active monthly retainer or cybersecurity packages within the contracted delivery period. Ended agreements and services without an active retainer do not have mandatory support; occasional help in those cases is at Asterolabs' discretion and may be quoted separately.

2. Support Channels

Asterolabs provides support through the following channels:

Email: support@asterolabs.com — the primary support channel, subject to the terms of the agreement.
Dedicated engagement channel: where provided in the proposal, a direct channel with the team responsible for the contracted service.

Note: channels and support conditions may vary by service and by each client's agreement.

3. Priority Levels

Requests are classified into the following levels:

Critical: the contracted automation is offline, or an active security incident is directly impacting the client's operation.
High: an essential service feature is compromised, with no viable workaround.
Medium: a fault with moderate impact, with a workaround available.
Low: general questions, minor adjustments, or improvement suggestions.

4. Response by Priority

Asterolabs prioritizes requests by the severity classified above — critical requests are handled before others. Support is provided on business days (Monday–Friday) on a best-effort basis.

Asterolabs does not guarantee fixed response or resolution times. A specific service-level target (SLA) applies only when expressly stated in writing in the engagement's proposal or agreement; absent such a provision, there is no contractually guaranteed response time. Resolution time depends on the complexity of the issue and third-party factors.

5. Automation Availability

For Automation + AI services hosted on Asterolabs' infrastructure, we aim to keep the automation available and operational while the retainer is active. Availability refers to the specific automation service contracted, not to a general-purpose platform.

Scheduled maintenance: when needed, it is announced with reasonable advance notice and, wherever possible, performed during low-impact windows.

6. Exclusions

Support and availability commitments do not apply when the cause is:

Force majeure or factors outside Asterolabs' control (infrastructure-provider failures, large-scale attacks, third-party service outages).
Changes, access, or intervention by the client or third parties in the systems involved, outside the agreed scope.
Unavailability or changes in third-party services the automation depends on (for example, AI providers, external APIs, and cloud services).
Incorrect information from third-party services: Asterolabs is not liable for wrong data, responses, or results originating from AI providers, APIs, or external sources integrated into the service.
Maintenance windows announced in advance.
Use of the service outside its scope or Asterolabs' guidance.

Third-party risk: if a third party discontinues, suspends, or changes a service essential to delivery (for example, cancellation of an API, an AI provider, or a cloud service), Asterolabs is not required to refund amounts paid and is not liable for the resulting interruption — that risk is borne by the client. Asterolabs will, where feasible, seek an alternative, which may constitute a new scope. See the Payment & Cancellation Policy.

7. Limitations

Asterolabs' support is limited to the contracted service. Unless otherwise agreed, it does not include:

Support for the client's operating systems, browsers, or hardware.
New development or scope expansion beyond what was contracted (handled as a new engagement or amendment).
In-depth training of the client's team (available on request).

Asterolabs may adjust these service levels with reasonable advance notice to affected clients.

8. Contact

To open a support request or with any questions:

CompanyAsterolabs

Emailsupport@asterolabs.com

Websiteasterolabs.com