Effective date: August 6, 2026 · Last updated: August 6, 2026
1. Support Channels
Customers may submit support requests through the following channels:
Support channels accept submissions twenty-four (24) hours a day, seven (7) days a week. “Business Hours” means 09:00–18:00 Korea Standard Time, Monday through Friday, excluding public holidays in the Republic of Korea.
Severity is initially set by Customer and may be adjusted by VESSL based on the actual impact described.
2. Severity Levels
3. Target Response Times
VESSL aims to provide initial response and ongoing status updates as follows:
“Initial response” means the time from Customer’s submission of a support request through a designated channel until VESSL acknowledges receipt and assigns an engineer. Auto-acknowledgments do not qualify as initial response.
These are operational targets and not Service Level commitments; Service Credits under the SLA do not apply to deviations from these targets. Enterprise Customers may obtain contractually committed response targets through a separately executed Premium Support agreement or Custom SLA Addendum.
4. Service Hours
A private Order Form or Premium Support agreement may provide different support hours.
Enterprise Customers may receive enhanced coverage (including named Technical Account Manager support and accelerated response targets) as set out in their Order Form or a separately executed Premium Support agreement.
5. Incident Summary and Root Cause Analysis (RCA)
For Sev-1 incidents, and for Sev-2 incidents where VESSL reasonably determines that an RCA is warranted, VESSL aims to provide a preliminary incident summary within five (5) business days after incident resolution and will use commercially reasonable efforts to provide any final Root Cause Analysis (“RCA”) within sixty (60) days after incident resolution. These are operational targets and not Service Level commitments. A final RCA, where provided, may describe:- the cause of the incident, to the extent identified;
- the scope and timeline of impact;
- remediation actions taken; and
- preventive measures planned, where applicable.
6. Escalation
If Customer is dissatisfied with the response to a Sev-1 or Sev-2 incident, Customer may request escalation by replying to the existing support ticket or contacting support@vessl.ai and identifying the request as an escalation. Enterprise Customers may have additional escalation paths set out in their Order Form, including escalation to a named Technical Account Manager or to executive sponsors.7. Customer Cooperation
Effective support depends on Customer cooperation. Customer is expected to:- provide a clear description of the symptoms and impact;
- provide reasonable diagnostic information (logs, request IDs, timestamps, affected resources, environment context);
- be available for follow-up questions during incident resolution;
- implement reasonable mitigations within Customer’s control; and
- accurately classify severity at submission and update VESSL if impact materially changes.
8. Customer Authorization and Data Access
8.1 Authorized requesters. For an individual Self-Service Customer, the verified account holder may authorize support access and actions. For an organization, an account owner or administrator may authorize access and actions unless the Customer has designated another support contact with the relevant authority. VESSL may verify the requester’s identity, account role, and authority before acting. 8.2 Operational diagnostics. VESSL may access resource state, health, utilization, Service configuration, platform events, process status, and technical logs under the Agreement and DPA to the minimum extent reasonably necessary to provide requested support, operate the Services, or protect security and availability. Such access must be need-to-know, minimized, time-limited where practicable, and logged. Process names, command lines, stack traces, and logs are not automatically operational data. If they expose credentials, payloads, file contents, prompts, personal data, or other substantive Customer Content, Section 8.3 applies. 8.3 Substantive Customer Content. Before personnel view substantive Customer Content, VESSL must obtain case-specific authorization through the support ticket or another documented Customer instruction. The authorization must identify the support purpose and reasonably expected systems and data scope. 8.4 Data-changing or destructive work. Before VESSL deletes, moves, overwrites, repairs, reorganizes, restores, or otherwise changes Customer Content, or executes a command reasonably expected to do so, VESSL must obtain action-specific authorization from an authorized requester after describing the intended action and reasonably foreseeable data impact. A general request to “fix” an issue is not sufficient authorization to delete or materially alter Customer Content. VESSL will prefer Customer-performed remediation where practical. 8.5 Emergency and security response. Where prior authorization is impracticable and action is reasonably necessary to prevent or contain imminent material harm, comply with valid legal process, or conduct an event-driven AUP/security investigation, VESSL may take the least intrusive action reasonably available. VESSL will escalate internally where practicable, record the reason, scope, actor, time, and action, and notify Customer afterward unless legally prohibited or notice would materially impair the response. Suspension or isolation is preferred over deletion where it adequately contains the risk. 8.6 Diagnostic artifacts. Memory dumps, diagnostic bundles, screenshots, and exported files that contain Customer Content are protected as Customer Content. VESSL will create them only when technically necessary for an authorized case, restrict and log access, store them securely, and delete them promptly after the documented purpose is complete unless applicable law requires preservation.9. Out of Scope
This Support Policy does not cover:- Customer’s own software, applications, or models;
- Third-party software not provided by VESSL;
- Customer-side networking, devices, or infrastructure;
- Beta, Preview, Early Access, or other pre-general-availability Services or features (which receive support on a best-efforts basis only);
- Custom development, integrations, or professional services (which are subject to separate agreements).
10. Updates
VESSL may update this Support Policy only in accordance with MSA Section 14.10. The “Last updated” date above reflects the latest version.VESSL AI, Inc. — support@vessl.ai