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TyriaCore Support Policy

Support channels, coverage hours, severity definitions, and response targets.

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Last updated
February 20, 2026
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TyriaCore Support Policy

Last Updated: February 20, 2026

This Support Policy describes Provider's standard support offering for the Platform.

This Support Policy is incorporated by reference into the Agreement between Provider and Customer to the extent referenced in an Order Form or otherwise incorporated into the Agreement.

Order of precedence. If there is a conflict between this Support Policy and the Agreement (or an Order Form, SOW, DPA, or BAA), the order of precedence in the Agreement controls.

No guarantees. Response times are targets, not guarantees. Availability remedies (if any) are governed by the SLA and the Agreement.

1. Support Channels

  • Email: support@tyria.app
  • Support Portal: [Insert Support Portal URL]

Provider may change or add support channels with notice.

2. Support Hours

Monday-Friday, 9:00 a.m.-5:00 p.m. Central Time, excluding Provider-observed holidays, unless otherwise stated in an Order Form.

3. Severity Definitions and Target Initial Response

Provider will use commercially reasonable efforts to respond based on severity, assigned by Provider in good faith:

| Severity | Description | Target Initial Response | |---|---|---| | Severity 1 (Critical) | Platform unavailable or a critical production function unusable with no reasonable workaround | 4 business hours | | Severity 2 (High) | Material degradation of Core Functionality or significant impairment with a workaround available | 1 business day | | Severity 3 (Normal) | Non-critical issue, intermittent defect, or general request | 2 business days | | Severity 4 (Low) | Minor/cosmetic issue or general question | 3 business days |

4. Support Exclusions

Support does not include (unless expressly purchased in a SOW):

  • custom development;
  • on-site services;
  • Third-Party Services not provided by Provider;
  • Customer network/device/ISP issues; or
  • issues caused by Customer misuse or unauthorized modifications.

5. Customer Responsibilities

Customer will provide reasonably necessary information to troubleshoot, including steps to reproduce, timestamps, and logs/screenshots when available, and will designate an authorized contact.

6. Changes

Provider may update this Support Policy by posting a revised version and updating the "Last Updated" date. If incorporated into the Agreement, changes apply as described in the Agreement's policy change terms.

7. Contact

Questions: support@tyria.app