All support requests are classified by severity at intake. Response and escalation targets are per the table below. Times stated are targets; actual resolution times depend on issue complexity.
Severity
Definition
Standard Response
Priority Response
Enterprise Response
P1 — Critical
Software completely unavailable; no workaround; blocks all core functionality
4 business hours
1 business hour
30 minutes
P2 — Major
Core feature materially degraded; partial workaround available
IECC will provide status updates at intervals no greater than: P1 — 1 hour; P2 — 4 hours; P3 — daily; P4 — weekly.
Article III — Scope of Support
In Scope
Software installation and configuration assistance
Bug identification, reproduction, and engineering escalation
Feature usage guidance and documentation queries
Ollama and local AI model configuration support
Integration and API query handling (API/Enterprise tiers)
Out of Scope
Admissions strategy, essay content review, or counselling advice of any kind
Third-party software, operating system, or hardware support
Custom development (covered under a separate Statement of Work)
Data recovery for locally-stored data lost due to User error or hardware failure
Support for Software versions more than two major versions behind current release
Article IV — Exclusions & Limitations
IECC does not guarantee specific outcomes or resolution timelines from support engagements. Support is provided with reasonable skill and care. Response targets may be affected by volume, public holidays, or Force Majeure events (as defined in the MSA). Response times constitute targets, not contractual commitments giving rise to damages.
No Counselling. Support personnel do not provide admissions counselling, essay review, or strategic advice. Support is strictly limited to technical software assistance.
Article V — Customer Obligations
Customer shall: (i) provide sufficient information to reproduce reported issues, including logs, screenshots, and steps to reproduce; (ii) use a reasonably current version of the Software (within two major versions); (iii) maintain compatible hardware and OS configurations per documentation; (iv) designate a named technical contact for escalation; and (v) respond to IECC queries within 2 business days (failure to respond may result in ticket closure).
Article VI — Governing Law
Intended Governing Law: Cayman Islands (upon IECC's incorporation therein). Until incorporation, disputes may be brought before any court of mandatory jurisdiction. Commercial disputes subject to ICC arbitration per the MSA dispute resolution clause.
Drafted with the assistance of
Voidlex
Imperial Legal Intelligence · IECC Suite · v2.6
This document was prepared with the assistance of Voidlex, a legal document
drafting tool developed by Imperial Eminence Cyberguard Corporation (IECC).
Voidlex is a drafting aid only. It does not constitute legal advice, does not
practice law, and does not guarantee the legal enforceability of this document in any
jurisdiction. Users are strongly encouraged to seek independent legal counsel before
relying on this document for commercial, regulatory, or enforcement purposes.
Governing Law — All DisputesCayman Islands · Grand Court of the Cayman Islands
