Support Policy

Ascension Systems

Version: 1.0

Document ID: ASC-SUPPORT-2026-1.0

Effective Date: July 21, 2026

Last Updated: July 21, 2026

Status: Active

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1. Scope

This Support Policy describes how Ascension Systems provides support for platform products and related client experiences. Signed Statements of Work or subscription plans may provide enhanced support levels.

2. Channels

• Email: freedom@efficiencyarchitects.online
• In-product Help / Contact your guide (portal clients)
• Admin / ops channels for entitled enterprise clients

3. Business hours

Support is generally monitored Monday–Friday, 9:00 a.m.–5:00 p.m. U.S. Eastern Time, excluding U.S. federal holidays, unless a signed agreement states otherwise.

4. Response targets (best effort)

Priority	Examples	Target first response
Critical	Service fully unavailable for production clients	Within 1 business day
High	Major feature broken; workaround limited	Within 1–2 business days
Normal	Questions, how-to, non-blocking issues	Within 2–3 business days

These are targets, not guarantees, unless an SLA is expressly included in a signed MSA/SOW.

5. Client responsibilities

• Provide accurate reproduction steps and account context
• Maintain secure credentials
• Designate a primary contact for paid engagements

6. Exclusions

Support does not include unpaid custom development, third-party product support, or issues caused by Client modifications outside supported configuration.

7. Contact

freedom@efficiencyarchitects.online