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;