Support and Maintenance
Effective date: October 6, 2026 · Version 1.3
The support ScaleIQ provides for the Service.
This Policy describes the support ScaleIQ provides. It supplements our Terms of Service and SLA.
Definitions
“Business Hours” means 9:00 AM to 6:00 PM Central Time (CT) on Business Days.
“Business Days” means Monday through Friday, excluding the following federal and Texas state holidays: New Year’s Day, Martin Luther King Jr. Day, Presidents’ Day, Memorial Day, Juneteenth National Independence Day, Independence Day (July 4), Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day.
Support hours
Support is provided during Business Hours by email at support@scale-iq.ai. We respond within two business days.
Severity levels & response
| Severity | Definition | Response |
|---|---|---|
| S1 — Critical | Production down/severely impaired for all users; no workaround | Within two business days |
| S2 — High | Material feature impaired for many users | Within two business days |
| S3 — Normal | Non-critical issue; workaround exists | Within two business days |
| S4 — Low | Question or feature request | Within two business days |
Response time measures from ticket creation to first substantive human reply.
Escalation
Customers may request escalation at any time by emailing support@scale-iq.ai with “ESCALATE” in the subject line.
How to reach us
- Email — support@scale-iq.ai
- Status page — status.scale-iq.ai
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.
Contact
support@scale-iq.ai · ScaleIQ, LLC · 240 W Galveston St, #1828, League City, Texas 77573