Support Policy
At Flexivity, we’re committed to helping you get the most out of our AI services. This page describes how to reach our support team and what to expect when you do.
Last updated: May 5, 2026
Support Plans
Flexivity offers two support tiers:
Standard Support is included with all paid plans and 30-day trials. It covers email-based support during business hours with a target next-business-day response.
Premium Support is available as an add-on for Business and Enterprise customers. It includes 24×7 response for critical issues, a dedicated Slack channel, and faster target response times. Contact sales@flexivity.ai for details and pricing.
How to Reach Us
Email us at support@flexivity.ai.
When contacting support, please include your account email, a description of the issue, steps to reproduce (if applicable), and any relevant screenshots or error messages. This helps us respond faster and more accurately.
Hours of Operation and Response Targets
Standard Support is available Monday through Friday, 9:00 AM – 5:00 PM Eastern Time (US), excluding US federal holidays. Messages received outside these hours are queued and addressed the next business day.
We aim to provide an initial response by the next business day. This target is a goal based on typical performance, not a contractual guarantee, and may vary based on volume, complexity, and other factors.
“Initial response” means an acknowledgment from a support team member with next steps or a request for more information — not necessarily a full resolution. Resolution times depend on the nature of the issue and may require collaboration with you to diagnose and fix.
What’s In Scope
Our support team can help with:
- Account access, billing, and subscription questions
- Bug reports and unexpected behavior
- Configuration and setup guidance
- How-to questions about Flexivity features
- Documentation clarifications
- API usage questions (within published documentation)
- For billing, invoice, and payment queries handled directly by our payment processor, additional support is available at paddle.net
What’s Out of Scope
The following are not covered under standard support, though we may be able to refer you to a partner or recommend resources:
- Custom development or scripting on your behalf
- Debugging your application code that integrates with Flexivity
- Training programs (separate professional services engagement)
- Issues caused by third-party services, networks, or infrastructure outside our control
- Use cases that violate our Terms of Service or Acceptable Use Policy
Escalation
If you feel your issue isn’t being addressed appropriately, you can escalate by replying to your existing support thread with “Escalation Request” in the subject line.
Trial Customers
Customers on the 30-day trial receive Standard Support during the trial period. We want you to have a great evaluation experience and will do our best to help you succeed.
Changes to This Policy
We may update this support policy from time to time to reflect changes in our service offerings or operations. The “Last updated” date at the top reflects the most recent revision. This policy is informational and does not form part of your contractual agreement with Flexivity.