Support & Service Policy
Private Beta support hours, response targets, incident communication, and current service commitments.
1. Support channel and hours
Support is available by email at team@moncepts.com, Monday through Friday, 9:00 a.m. to 5:00 p.m. Pacific Time, excluding statutory holidays in British Columbia. Include the account email, affected endpoint, approximate time, and request ID. Never include a full API key or sensitive prompt content.
2. Initial-response targets
Targets measure the time to our first meaningful response during support hours, not the time to final resolution. They are operational goals for Private Beta and are not a contractual service-level agreement.
- Priority 1 — platform-wide unavailability, confirmed security exposure, or active billing integrity incident: target within 4 support hours.
- Priority 2 — account access, payment, material degradation, or repeated failed requests affecting normal use: target within 1 business day.
- Priority 3 — usage questions, documentation, model availability, feature feedback, and other general requests: target within 2 business days.
3. Incident handling
We prioritize containment, customer impact, data integrity, restoration, and communication. Once a material incident is confirmed, affected customers will receive updates through available account or email channels when doing so is practical and safe.
4. Availability and maintenance
Private Beta is provided without an uptime guarantee or service credits. Planned or emergency maintenance, provider outages, model removal, rate limits, and third-party failures may interrupt access. We will use commercially reasonable efforts to restore service and communicate material changes.
5. Customer responsibilities
Customers should implement timeouts, retries with backoff, request IDs, key rotation, balance monitoring, and model fallbacks appropriate to their application. Production-critical use requires a separate written support and service agreement.