Support Terms

These Support Terms describe the technical support and customer success services provided by Frontal Labs, Inc. ("Frontal," "we," "us," or "our") to Customers of our Services. These Support Terms are incorporated into the Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

1. SUPPORT SCOPE

Frontal provides technical support for the Services as described in these Support Terms. Support covers:

Questions about Service functionality and features.
Troubleshooting errors and issues encountered during use of the Services.
Configuration guidance for the Services.
Bug reports and fixes.
Account and billing inquiries.
Guidance on API usage and integration.

2. SUPPORT TIERS

Support is provided according to the Customer's subscription plan.

2.1 Free Tier

Access to Documentation and knowledge base.
Community forum access (where available).
No guaranteed response time.
Support language: English.

2.2 Standard Support (Included with paid plans)

Email and web-based support ticket submission.
Access to Documentation, knowledge base, and community forum.
Support hours for Severity 1 incidents: Monday through Friday, 9:00 AM to 9:00 PM Western European Time (UTC+0 / UTC+1), with on-call escalation for critical incidents outside those hours.
Support hours for Severity 2-4: Monday through Friday, 9:00 AM to 5:00 PM Western European Time (UTC+0 / UTC+1), excluding Portuguese public holidays.
Initial response targets as set forth in Section 3.
Support language: English.

2.3 Priority Support (Available as an add-on or included with certain plans)

All Standard Support features.
Priority ticket routing and escalation.
Support hours: 24 hours per day, 7 days per week, including holidays.
Enhanced response targets.
Support language: English. Additional languages may be available for enterprise customers.

2.4 Enterprise Support (For enterprise customers under an Order Form)

All Priority Support features.
Named support contact or Technical Account Manager.
Quarterly business reviews.
Proactive monitoring and alerting for dedicated deployments.
Custom support hours, escalation paths, and response targets as specified in the Order Form.
Support languages as specified in the Order Form.
Access to beta features and product roadmap discussions.

3. INCIDENT SEVERITY AND RESPONSE TARGETS

3.1 Severity Classification

Support requests are classified according to severity level:

Severity 1 (Critical):

The Services are completely unavailable or inaccessible.
A security breach or data loss incident is in progress.
Critical business process is completely halted with no workaround.
Affects all or substantially all Authorized Users.

Severity 2 (High):

Major feature or function is severely impaired or unusable.
Significant performance degradation renders the Services difficult to use.
No reasonable workaround is available.
Affects a significant number of Authorized Users.

Severity 3 (Medium):

Partial impairment of non-critical features.
A bug or issue for which a workaround is available.
General questions about functionality or configuration.
Affects a limited number of Authorized Users.

Severity 4 (Low):

Cosmetic issues or minor bugs that do not affect functionality.
Feature requests and enhancement suggestions.
Documentation feedback.
General inquiries.

3.2 Initial Response Time Targets

Severity	Standard Support	Priority Support	Enterprise Support
Severity 1	4 business hours	1 hour	As specified in Order Form (default: 30 minutes)
Severity 2	8 business hours	2 hours	As specified in Order Form (default: 2 hours)
Severity 3	2 business days	8 hours	As specified in Order Form (default: 8 hours)
Severity 4	3 business days	2 business days	As specified in Order Form (default: 2 business days)

Initial response is defined as the first human response from Frontal support acknowledging receipt of the issue and confirming the severity classification. Initial response is not a commitment to resolve the issue within the response time.

3.3 Resolution Targets

Frontal uses commercially reasonable efforts to resolve issues according to severity:

Severity	Resolution Target
Severity 1	Continuous effort until resolved or mitigated; status updates every 1 hour for Priority/Enterprise
Severity 2	Status updates every 4 hours (business hours for Standard; 24/7 for Priority/Enterprise)
Severity 3	Status updates as agreed or upon Customer request
Severity 4	Status updates as agreed or upon Customer request

Resolution may involve a fix, workaround, or determination that the issue is not caused by Frontal's Services.

4. SUPPORT CHANNELS

4.1 Ticket Submission. Support tickets may be submitted through:

Web Portal: https://frontal.dev/support (authenticated).
Email: support@frontal.dev.
In-App: Through the Services console or dashboard.
API: Support ticket creation via API for Enterprise Customers.

4.2 Phone support is available for Priority and Enterprise Support plans. Phone support details are provided in Account documentation.

4.3 We do not provide support through social media, personal messaging platforms, or personal email addresses of Frontal personnel.

5. SUPPORT PROCESS

5.1 Ticket Creation. When submitting a support request, you must provide:

Your Account identifier.
A clear description of the issue, including steps to reproduce.
The severity level based on the classification in Section 3.
Relevant screenshots, logs, error messages, or API request IDs.
The impact on your operations.

5.2 Severity Review. We review severity classifications and may reclassify tickets to align with the definitions in Section 3. We will communicate any reclassification and the reason. Disagreements on severity may be escalated by providing a written justification.

5.3 Escalation. You may escalate a support issue if you believe it is not being addressed with appropriate priority. Escalation procedures are provided upon Account creation and vary by support tier. For Enterprise Customers, escalation paths are specified in the Order Form.

5.4 Closure. Tickets are closed upon resolution, provision of a workaround, or determination that the issue is not caused by Frontal's Services. Tickets may be closed after 5 business days with no response from Customer. Closed tickets may be reopened by Customer within 14 days.

6. CUSTOMER RESPONSIBILITIES

To facilitate effective support, you must:

Provide sufficient information and cooperation to allow Frontal to diagnose and address the issue.
Make available qualified personnel with knowledge of your use of the Services.
Provide remote access to your environment where necessary and agreed.
Use current versions of the Services, APIs, SDKs, and supported browsers.
Not submit support requests for issues caused by your modifications, third-party integrations, or use of the Services contrary to the Documentation.

7. WHAT SUPPORT DOES NOT COVER

Support does not include:

Custom development, coding, or scripting.
Development, maintenance, or debugging of Customer applications or integrations.
On-site support (available separately as professional services).
Training (available separately).
Third-party services, including third-party AI models, third-party APIs, and third-party infrastructure.
Issues caused by Customers' equipment, software, networks, or configurations.
Support for Customers with outstanding unpaid invoices more than 15 days past due, except for amounts disputed in good faith under the invoice dispute process in the Billing Terms.
Support in languages other than English (unless specified otherwise for your support tier).
Architectural design or code review (available separately as professional services).

8. STATUS PAGE AND INCIDENT COMMUNICATION

8.1 Frontal maintains a public status page at https://frontal-status.com with current service status and incident history.

8.2 For Priority and Enterprise Support Customers, we provide proactive notification of incidents via email. Enterprise Customers may receive additional notification channels (SMS, webhook, Slack integration) as specified in the Order Form.

8.3 During a Severity 1 incident, we provide regular status updates at intervals consistent with Section 3.3.

8.4 Following resolution of a Severity 1 or Severity 2 incident, we provide a post-incident summary that includes root cause, timeline, impact, and corrective actions.

9. FEEDBACK

We welcome feedback on our support services. Support satisfaction surveys are sent upon ticket closure. Escalation of support quality concerns may be directed to support@frontal.dev.

10. CONTACT

Frontal Labs, Inc. Attn: Customer Support 131 Continental Drive, STE 305 Newark, DE 19713 United States of America

Support Portal: https://frontal.dev/support Email: support@frontal.dev Status Page: https://frontal-status.com