1. About this policy
This Support and Service Level Policy (“Support Policy”) describes the support ContX provides and, for eligible plans, its uptime commitment and service credits. It is part of the Agreement under the Master Subscription Agreement (“MSA”). Capitalized terms not defined here have the meanings in the MSA.
If an Order sets different support terms or service levels, the Order applies for that Customer.
2. How to get support
Users can contact support through in-app chat or by email to support@contx.ai. Support is provided in English.
Support hours are Monday to Friday, 8:00 a.m. to 6:00 p.m. Pacific Time, excluding U.S. federal holidays (“Business Hours”). Requests received outside Business Hours are handled from the start of the next business day. Suspected security incidents are handled as described in the DPS, at any time.
Channel Partners provide first-line support to their End Clients and contact ContX for issues with the Services.
3. Severity levels
When you contact support, ContX assigns a severity level based on business impact. ContX may adjust the level as it learns more.
| Severity | Meaning |
|---|---|
| 1, Critical | The Services are unavailable, or a core function (sign-in, publishing, CRM, lead capture) cannot be used by all or most Users, with no workaround. |
| 2, High | A core function is seriously impaired for many Users and there is no reasonable workaround. |
| 3, Normal | A function is partly impaired, or a workaround exists. |
| 4, Low | Questions, how-to requests, minor issues and feature requests. |
4. Response targets
ContX aims to give a first response within these times, counted in Business Hours:
| Severity | Starter | Growth | Accelerate | Enterprise |
|---|---|---|---|---|
| 1, Critical | 8 hours | 4 hours | 2 hours | 1 hour |
| 2, High | 1 business day | 8 hours | 4 hours | 2 hours |
| 3, Normal | 2 business days | 1 business day | 1 business day | 8 hours |
| 4, Low | 3 business days | 2 business days | 2 business days | 1 business day |
These are response targets, not resolution times. For Severity 1 issues, ContX works continuously during Business Hours until the issue is resolved or a workaround is in place, and keeps Customer updated. ContX posts updates on incidents that affect many customers in the app or by email.
5. What we need from you
To help ContX resolve issues quickly, Customer will describe the issue and its impact, provide steps to reproduce it where possible, name an administrator who can make decisions for the workspace, and keep the credentials for connected accounts and integrations valid.
Issues caused by connected third-party services, such as Google/YouTube, Meta, a CRM Customer runs, or Customer’s own AI model key, are outside ContX’s control. ContX will help diagnose them and work with the provider where it can.
6. Uptime commitment
For Accelerate and Enterprise plans, ContX will make the Services Available at least 99.9% of the time in each calendar month (the “Uptime Commitment”). For Starter and Growth plans, ContX targets 99.5% monthly availability; service credits do not apply to those plans.
“Available” means Users can sign in and use the core functions of the ContX web application. “Downtime” means a period of five or more consecutive minutes in which the Services are not Available to all or substantially all of Customer’s Users, as measured by ContX’s monitoring. “Monthly Uptime Percentage” means the total minutes in the month minus minutes of Downtime, divided by the total minutes in the month, times 100.
7. What does not count as Downtime
Downtime does not include time when the Services are unavailable because of: (a) scheduled maintenance announced at least 48 hours in advance, performed outside Business Hours where possible and limited to 8 hours per month; (b) urgent maintenance needed to address a security threat; (c) events beyond ContX’s reasonable control, as described in section 16 of the MSA; (d) Customer’s or its Users’ actions, systems, configurations or internet access; (e) third-party services ContX does not provide, including connected platforms, Customer’s own CRM and Customer’s own AI model keys; (f) an individual AI feature being unavailable because an AI model provider is down, while the rest of the Services remain Available; (g) suspension of the Services under the Agreement; or (h) free, trial, beta or preview features.
8. Service credits
If the Monthly Uptime Percentage for an Accelerate or Enterprise subscription falls below the Uptime Commitment, Customer is eligible for a service credit of a percentage of the subscription fee for the affected plan for that month:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Less than 99.9% but at least 99.0% | 10% |
| Less than 99.0% but at least 95.0% | 25% |
| Less than 95.0% | 50% |
The monthly subscription fee is the fee for the plan for that month (one twelfth of the annual fee on annual billing). It excludes onboarding fees, Extra Usage, credit packs and one-time services. Service credits for a month will not exceed 50% of that month’s subscription fee.
9. Claiming a service credit
To claim a credit, email support@contx.ai within 30 days after the end of the month in which the Downtime occurred, with the dates and times of the Downtime and how it affected Customer. ContX will confirm the Monthly Uptime Percentage from its records and apply any credit due to the next invoice.
Credits have no cash value and cannot be transferred. If the Agreement ends with no further invoice due, ContX will refund the credit. As set out in section 14 of the MSA, service credits are Customer’s sole and exclusive remedy for a failure to meet the Uptime Commitment.
If the Monthly Uptime Percentage falls below 99.0% in any three months within a rolling six-month period, Customer may terminate the affected subscription by notice within 30 days after the third such month, and ContX will refund prepaid fees for the remaining term of that subscription.
10. Channel partners
For Channel Partner plans, the Uptime Commitment and service credits apply to the Channel Partner’s own subscription, and credits are paid to the Channel Partner. End Clients have no claim against ContX under this Support Policy. A Channel Partner that offers its own service levels to its End Clients does so at its own risk.
11. Changes to this policy
ContX may update this Support Policy as described in the MSA. An update will not materially reduce the support levels or the Uptime Commitment during a paid subscription term.
Version history: 1.0, October 1, 2026, first version.