Support and Service Level Policy

Support scope

Support covers the LexAIAdvisors services in the active scope, such as website-care tasks, intake workflow issues, report questions, monitoring questions, project tasks, and agreed advisory work.

What support does not include

• 24/7 helpdesk support unless expressly purchased.
• Emergency breach response, forensic investigation, insurance claim handling, or regulatory notification work unless separately scoped.
• Unlimited website redesigns, unlimited content work, custom development, litigation support, legal advice, or staff training outside the agreed scope.
• Support for third-party systems, legacy platforms, or client-made changes outside LexAIAdvisors' control except as expressly included.

Response expectations

LexAIAdvisors aims to respond to ordinary support requests within a commercially reasonable time during normal business operations. Response times are targets, not guarantees, unless a written service-level agreement states otherwise.

Priority issues

Website outages, broken intake forms, payment or contract workflow failures, credential-access problems, and suspected security issues should be identified clearly in the support request so they can be triaged appropriately.

Third-party availability

LexAIAdvisors does not control third-party outages, rate limits, support queues, vendor policy changes, DNS propagation, email deliverability, payment-provider decisions, or platform security incidents.