Support and Maintenance
Last updated: June 29, 2026
Effective date: June 27, 2026 · Version 1.0
The support ScaleIQ provides for the Service.
This Policy describes the support ScaleIQ provides. It supplements our Terms of Service and SLA.
Support hours
| Plan | Hours | Channels |
|---|---|---|
| Team | Business hours, Mon–Fri (08:00–18:00 CT, excl. US holidays) | In-app chat, email |
| Business | Extended hours, Mon–Fri (06:00–20:00 CT) | In-app chat, email, scheduled video |
| Enterprise | 24/7 for Severity 1 & 2; business hours otherwise | In-app chat, email, video, named TAM, on-call escalation |
Severity levels & response targets
| Severity | Definition | Team | Business | Enterprise |
|---|---|---|---|---|
| S1 — Critical | Production down/severely impaired for all users; no workaround | 4 business hrs | 2 business hrs | 30 min (24/7) |
| S2 — High | Material feature impaired for many users | 1 business day | 4 business hrs | 2 hrs |
| S3 — Normal | Non-critical issue; workaround exists | 2 business days | 1 business day | 1 business day |
| S4 — Low | Question or feature request | 3 business days | 2 business days | 1 business day |
Response time measures from ticket creation to first substantive human reply.
How to reach us
- In-app chat in the application.
- Email — support@scale-iq.ai
- Status page — status.scale-iq.ai
- Enterprise on-call — phone provided at onboarding for S1 issues.
What support does not cover
- Custom development or data-engineering outside the standard product (available as a paid service).
- Issues caused by customer-managed components (own SSO/IdP, integrations).
- Beta/preview features — best-effort assistance.