Health Copilot AI

Support Services Policy

Our approach to customer support, including service scope, response procedures, and prioritization framework for Health Copilot AI platform services.

Last Updated: November 12, 2025 Version 1.3

1. Support Access

1.1 Support Channels

  • Email: support@healthcopilotai.com (primary channel)
  • Support Portal: support.healthcopilotai.com
  • Documentation: docs.healthcopilotai.com

1.2 Support Hours

  • Monday through Friday, 8:00 AM to 6:00 PM Eastern Time
  • Limited or no support on U.S. federal holidays
  • Critical security incidents: Contact security@healthcopilotai.com (24/7 monitoring)

2. Support Scope

2.1 What We Support

  • Platform access and authentication issues
  • Product functionality questions and guidance
  • Configuration and setup assistance
  • Error troubleshooting and diagnosis
  • Integration guidance for supported systems
  • Best practices recommendations
  • Bug reporting and tracking

2.2 Customer Responsibilities

  • Maintaining supported environments (browsers, devices, connectivity)
  • Providing clear issue descriptions with relevant details
  • Responding to our information requests
  • User training and internal support
  • Managing user access and permissions
  • Third-party system compatibility

2.3 Support Exclusions

  • Services outside active subscription scope
  • Unsupported environments or configurations
  • Issues caused by customer systems or third-party services
  • Custom integrations beyond standard APIs
  • Consulting or advisory services (available separately)

3. How We Prioritize and Respond

3.1 Prioritization Framework

We prioritize support requests based on:

  • Operational impact: Users affected and severity of disruption
  • Business criticality: Effect on customer operations
  • Technical complexity: Resources required for investigation
  • Workaround availability: Whether alternatives exist
  • Available resources: Current capacity and competing priorities

3.2 Our Response Process

We use commercially reasonable efforts to:

  • Acknowledge requests during business hours
  • Investigate root causes and identify solutions
  • Provide status updates during resolution
  • Escalate to appropriate technical resources
  • Document solutions in our knowledge base

Important: Resolution time depends on technical complexity. We do not guarantee specific response or resolution timeframes but work diligently to address issues.

3.3 Issue Categories

We use these categories for internal triage:

Critical: Service unavailability, security incidents, data loss, no workaround

High: Significant functionality degraded, impractical workarounds

Medium: Moderate issues with reasonable workarounds

Low: General questions, minor issues, feature requests

These guide our prioritization; we do not commit to specific timeframes for any category.

4. Service Limitations

Support resources are allocated based on:

  • Current capacity and expertise
  • Request volume and complexity
  • Product development requirements
  • Emergency situations
  • Operational priorities

Some issues require extended investigation, third-party coordination, or platform changes. Resolution time depends on technical feasibility and operational considerations.

5. Service Modifications

We may modify support services at any time to improve quality, adapt to evolving customer needs, address changes in platform capabilities, or maintain sustainable operations.

Updates become effective when posted with a new version date. Your continued use of our services constitutes acceptance of the modified support services.

Note: Specific support commitments in executed Master Services Agreements or Service Orders supersede this policy.

6. Contact Information