Support Policy

1. Support Tiers

Cruxi offers different levels of support based on membership status:

• Professional Members: Priority support with dedicated account management, expedited response times, and access to advanced support channels
• Non-Members: Standard support available during business hours via email and support portal

2. Response Times

Professional Members can expect initial responses to support inquiries within 4 business hours during standard business hours (Monday-Friday, 9:00 AM - 6:00 PM EST). Standard support users will receive responses within 24-48 business hours. Response times may vary for complex issues requiring technical investigation.

3. Support Channels

Standard support is available through:

• Email support via support@cruxi.ai
• Support portal accessible through the account dashboard
• Knowledge base and documentation resources

Professional Members additionally receive:

• Dedicated account manager contact
• Priority support ticket routing
• Scheduled consultation calls (subject to availability)

4. Scope of Support

Cruxi support covers:

• Technical issues with the platform
• Account and billing inquiries
• Service usage questions
• Platform functionality guidance
• Credit and membership management

Support does not include:

• Regulatory advice or FDA consultation
• Legal advice
• Custom development or configuration beyond standard platform features
• Training on regulatory processes (though platform usage guidance is provided)

5. Service Availability

Cruxi strives to maintain 99.9% uptime for platform availability. However, Cruxi does not guarantee uninterrupted or error-free service. Scheduled maintenance will be communicated in advance when possible. Emergency maintenance may be performed without advance notice to address critical issues.

6. Dedicated Account Management

Professional Members receive dedicated account management services including:

• Proactive account health monitoring
• Quarterly business reviews
• Custom workflow consultations
• Usage optimization recommendations
• Priority feature request consideration

7. Escalation Process

For urgent issues, Professional Members can escalate through their dedicated account manager. Standard users can request escalation through support channels, and requests will be evaluated based on issue severity and impact.

8. Out-of-Scope Support

Support requests that fall outside the scope of platform support (such as regulatory consulting, legal advice, or extensive custom development) may be referred to appropriate Cruxi professional services teams, which may involve additional fees.

9. Feedback and Suggestions

All users are encouraged to provide feedback and feature suggestions through support channels. Professional Members have access to dedicated channels for providing strategic feedback that may influence platform development priorities.

10. Support Hours

Standard support is available during business hours (Monday-Friday, 9:00 AM - 6:00 PM EST). Emergency support for critical platform issues is available 24/7 for Professional Members. Non-emergency requests submitted outside business hours will be addressed during the next business day.

11. Contact Information