Support Policy

Infinity Studio Support Policy

Thank you for choosing Infinity Studio. We are committed to providing you with the support you need to maximize the value of our product. This Support Policy outlines the scope of support services, how to access these services, and what you can expect from our support team.

Scope of Support

Our standard support services for Infinity Products include:

• Technical Assistance: Guidance on technical issues, including troubleshooting, configurations, and optimizations.
• Product Usage: Advice on how to use Infinity Products effectively, including feature explanations and best practices.
• Updates and Upgrades: Information on the latest product updates and how to implement them.

Premium Support covers :

• Including the standard support services extended hours of support
• Dedicated account manager

Note: The Premium Support Option is not currently available

Support does not cover:

Issues directly resulting from unsupported hardware or software configurations.

How to Access Support

• Email Support: Contact us at [e-mail] for assistance. We aim to respond on a best effort basis.
• Online Support Portal: Access our support portal at infinitystudio.ai/support to submit tickets, track progress, and browse our knowledge base.

Service Level Agreements (SLAs)

Initial Response Time: We strive to acknowledge all support requests on a best effort basis, depending on severity listed below during business hours.

Resolution Time: While we aim to resolve issues as quickly as possible, resolution times will vary based on the complexity and priority of the issue.

Priority Levels

• Critical: Impacts critical operations or security. Aim for initial response within 1 - 3 days from the day of logging the issue.
• High: Significantly degrades performance or functionality. Response within 5 – 7 days from the day of logging the issue.
• Medium: Moderate impact with reasonable workaround. Response within 2 weeks from the day of logging the issue.
• Low: Minor issue or inquiry with no significant operational impact. Response within 4 weeks from the day of logging the issue.

Support Limitations

Our team is dedicated to providing you with the highest level of support. However, there may be instances where your issue falls outside our scope of support. In such cases, we will do our best to guide you towards an appropriate resource or suggest alternative solutions.

Updates to This Policy

Infinity Studio reserves the right to update or modify this support policy at any time. Changes will be communicated via Website and Emails and will become effective immediately upon posting.

Feedback

Your feedback is crucial to us. If you have any suggestions or concerns about our support, please contact us at [e-mail]

Contact Information

For further assistance or questions regarding our support policy, please contact us via:
Email: [e-mail]

Support Portal: infinitystudio.ai/support