Legal

Support Policy

How we help Zap Cloud customers: where to reach us, when, and how quickly we aim to answer on each plan.

Effective October 30, 2026

1. Who this covers

This policy applies to every paid Zap Cloud plan (Starter, Pro and Business). It is part of our Terms of Service. Service availability commitments for the Business plan are in the Service Level Agreement.

2. How to reach us

Email [email protected] from the address on your account, and include your workspace address (it ends in .zapagi.ai) so we can find your account. Start the subject with URGENT for a critical issue. How-to guides are in your dashboard under Help.

We will never ask for your password or a two-factor code.

3. Support hours

Monday to Friday, 9:00 to 18:00 US Eastern Time, excluding US federal holidays (“business hours”). Messages sent outside these hours are answered from the start of the next business day. Security reports (section 7) are read every day.

4. Severity levels

Critical: your workspace, dashboard or published website is unavailable, data is at risk, or you suspect a security problem.

High: an important feature does not work and there is no reasonable workaround.

Normal: questions, how-to requests, minor faults, and feature requests.

We set the level from your description and may change it as we learn more.

5. First-response targets

The time within business hours until a person replies to you (not the time to resolve the issue):

Starter: Critical 1 business day; High and Normal 2 business days.

Pro: Critical 4 business hours; High 1 business day; Normal 2 business days.

Business: Critical 2 business hours; High 4 business hours; Normal 1 business day.

These are targets we work to meet, not guarantees, and missing one does not entitle you to a credit. Platform-wide incidents are handled immediately regardless of plan, and we email affected customers while they last.

6. What support includes

Included: help using Zap Cloud and its included applications; faults in the platform; account, sign-in and billing questions; guidance on setting up your domain and email records; restoring your workspace from our backups when something has gone wrong.

Not included: custom development, data entry or migration work, writing your website content, training beyond our guides, and problems in services we do not operate (your domain registrar, your email provider, your own devices or network). We are happy to quote for this work through ZapAGI’s engineering and consulting services.

7. Security reports

Report a suspected vulnerability or account compromise to [email protected] with SECURITY in the subject. We read these every day, including weekends, and treat them as Critical.

8. Dedicated support (paid add-on)

For teams that need more, dedicated support is available on any plan for an additional fee, agreed in writing. It can include a named contact, onboarding sessions, scheduled video calls, extended hours and a periodic review of your workspace. Ask at [email protected] for a quote.

9. Changes

We may update this policy; the effective date above shows the current version. We will not reduce the response targets for your plan during a billing period you have already paid for.