Support Policy
Last updated: July 2026
1. Support Overview & Commitment
At Anoneurx, we are dedicated to providing world-class technical support, customer care, and developer assistance across all our products, including our operating systems, cloud infrastructure, AI models, developer tools, and academic programs.
Our support policy outlines our support channels, response time commitments, service level agreements (SLAs), and guidelines for requesting assistance.
2. Support Channels & Contact Methods
You can reach the Anoneurx Support Team through the following official channels:
3. Ticket Severity & Priority Levels
Support requests are classified into four severity levels to ensure critical issues receive immediate response:
- P1 - Critical (Urgent): Complete service disruption, critical security breach, or system crash affecting all operations. Initial response target: < 1 hour (24/7).
- P2 - High: Major feature failure or severe performance degradation with no operational workaround. Initial response target: < 4 hours.
- P3 - Normal: Non-critical bug, minor feature malfunction, or general technical issue with an available workaround. Initial response target: < 24 hours.
- P4 - Low / Informational: Feature requests, documentation clarification, or general inquiries. Initial response target: < 48 hours.
4. Service Level Agreements (SLAs)
Response times and support availability depend on your account plan tier:
| Plan Tier | Support Hours | Primary Channel | Target First Response |
|---|---|---|---|
| Community / Free | Mon-Fri (Standard) | Community Forums / Email | Within 48 hours |
| Pro / Developer | Mon-Fri (12x5) | Priority Email Support | Within 12 hours |
| Enterprise / Business | 24/7 / 365 | Dedicated Slack / Email / Phone | < 1 hour for P1 issues |
5. Scope of Support
What is covered under Anoneurx Support:
- Platform bug diagnosis and official product troubleshooting.
- Account access, authentication, and security verification.
- Billing, invoices, subscription management, and payment processing.
- Official documentation, SDK installation, and API integration guidance.
- Cloud cluster, Virtual Machine, and server instance connectivity support.
What is out of scope:
- Custom third-party code development or debugging beyond SDK scope.
- Modified or unsupported custom kernels and hardware configurations.
- On-premise hardware repairs or non-Anoneurx software maintenance.
6. Privacy & Support Access
During a support session, our staff will never ask for your account password. If diagnostic access to your server, environment, or dataset is required, access must be granted explicitly via time-limited access tokens or authorized support grants. All support interactions are recorded for quality assurance and encrypted in compliance with our Privacy Policy.
7. Escalations & Resolution Procedure
If your support ticket has passed the target SLA without resolution or requires urgent escalation, you may request escalation by replying directly to your ticket with the word "ESCALATE" in the subject line or contacting escalations@anoneurx.com with your reference ticket number.