Service Level and Support Policy
Effective May 16, 2026 · Avalon Flow Inc., a subsidiary of Questili LLP · support@avalonflow.com
For this policy, "Avalon," "we," "us," or "our" means Avalon Flow Inc., a subsidiary of Questili LLP, unless a signed order form or customer agreement identifies a different contracting entity.
This policy describes Avalon support and service expectations. Unless a signed customer agreement states otherwise, this policy does not create a guaranteed uptime SLA, service credit, response-time commitment, or support entitlement.
1. Support channels
Customers may contact Avalon support at support@avalonflow.com or through support options made available in the product or website.
Support may include account help, onboarding questions, billing questions, integration troubleshooting, bug reports, security reports, data export/deletion requests, and product guidance.
2. Support hours and response targets
Avalon aims to respond to support requests promptly, but response times may vary based on severity, plan, customer agreement, staffing, time zone, and issue complexity.
Avalon may prioritize issues involving security, data exposure, service outage, billing lockout, account access, or production workflow disruption.
3. Severity levels
| Severity | Description | Examples |
|---|---|---|
| Critical | Major security issue, confirmed data exposure, or broad production outage | unauthorized access, widespread app unavailability |
| High | Material feature outage or blocked workflow for a paying customer | Microsoft sync failure, broken login, failed critical integration |
| Medium | Degraded feature, incorrect output pattern, or non-blocking workflow issue | unreliable brief, repeated classification errors, delayed background job |
| Low | General question, cosmetic issue, feature request, documentation request | copy issue, onboarding question, roadmap request |
4. No default uptime guarantee
Avalon works to keep the service reliable, but no uptime percentage, service credit, or availability warranty applies unless expressly stated in a signed agreement.
Avalon may be affected by maintenance, deployments, provider outages, Google API/Gmail availability, Microsoft Graph availability, model-provider availability, Slack/Salesforce/MCP/custom endpoint availability, customer network issues, local model failures, or other events outside Avalon’s control.
5. Maintenance and changes
Avalon may perform maintenance, release updates, change features, restrict risky configurations, rotate credentials, patch vulnerabilities, or disable unsafe routes when needed for security, reliability, legal, provider, or operational reasons.
6. Customer responsibilities
Customers are responsible for:
- maintaining administrator and billing contacts;
- preserving access to connected Google/Gmail, Microsoft/Outlook, Slack, Salesforce, MCP, model-provider, and custom endpoint systems;
- providing accurate diagnostic information using safe, minimized data;
- avoiding secrets and raw sensitive Customer Content in support messages unless requested through an approved secure process;
- testing local models, custom endpoints, and automations before production use;
- reviewing AI outputs and external actions.
7. Support access and privacy
Avalon support may need account, telemetry, logs, configuration, or limited Customer Content access to investigate issues. Support access should be limited to what is needed, handled with confidentiality, and logged where feasible.
Normal support bundles should avoid raw email bodies, calendar descriptions, Slack messages, CRM notes, endpoint payloads, prompts containing customer content, model completions containing customer content, AI memory text, OAuth tokens, API keys, passwords, payment card numbers, or other secrets.
8. Incident communication
For confirmed security incidents or material service issues affecting customers, Avalon will communicate through appropriate channels such as email, in-product notice, direct customer contact, or status updates where available.
9. Contact
For support, contact support@avalonflow.com.