Support Policy
Last updated on April, 2026
This Support Policy (this "Policy") is incorporated into the Master Subscription Agreement or other agreement between Innflows (Xinsu Intelligent Technology Co., Limited) and Customer that references this Policy (the "Agreement"). Capitalized terms used but not defined in this Policy have the meanings given to them in the Agreement.
1. Scope
During the Term, Innflows will use commercially reasonable efforts to provide technical support for the generally available (GA) Services in accordance with this Policy. This Policy does not apply to Trials and Betas or any free or evaluation use, for which Innflows provides no support commitment.
2. Support Channels and Hours
- Channel: Email at support@innflows.com and, where available, the in-product support function of the Innflows platform (geo.innflows.com).
- "Business Hours" means 09:00–21:00 China Standard Time (UTC+8) on a Business Day (a twelve (12)-hour window).
- "Business Day" means any Monday through Friday, excluding public holidays in the People's Republic of China, and consists of twelve (12) Business Hours.
- Support Hours: Support is provided during Business Hours, except that Innflows will use reasonable efforts to respond to Severity 1 issues outside Business Hours where practicable.
- Response-time accrual: Response-time targets expressed in Business Hours or Business Days (Section 4) accrue only during Business Hours; any elapsed time falling outside Business Hours carries over to the next Business Day.
- Language: Support is available in English and Simplified Chinese.
3. Severity Levels
Innflows classifies support requests by severity based on business impact. Innflows may reasonably reassess the severity of a request in consultation with Customer.
| Severity | Definition |
|---|---|
| Severity 1 — Critical | The Services are wholly unavailable or a core function is completely inoperable in production, and no reasonable workaround exists. |
| Severity 2 — High | All material features of the Services are functional, but User experience is materially adversely affected, or a core function is significantly impaired with no reasonable workaround. |
| Severity 3 — Normal | A non-core function is impaired, or a material issue exists for which a reasonable workaround is available. |
| Severity 4 — Low | General questions, feature requests, documentation issues, or cosmetic problems with minimal impact on use. |
4. Target Initial Response Times
"Initial Response" means Innflows' first substantive acknowledgment of a request by a support representative (not an automated receipt). Response times are targets measured during Support Hours and are not guarantees. Targets vary by the Customer's subscription plan:
| Severity | Starter | Pro | Enterprise |
|---|---|---|---|
| Severity 1 — Critical | 1 business day | 8 business hours | 4 business hours |
| Severity 2 — High | 2 business days | 1 business day | 8 business hours |
| Severity 3 — Normal | 5 business days | 2 business days | 1 business day |
| Severity 4 — Low | best effort | 5 business days | 2 business days |
Innflows will use commercially reasonable efforts to work toward resolution or a reasonable workaround following the Initial Response. Resolution times are not guaranteed, as they depend on the nature and complexity of the issue.
5. Customer Responsibilities
To help Innflows respond efficiently, Customer will: (a) designate appropriate contacts with knowledge of the issue; (b) provide sufficient detail to reproduce and diagnose the issue, including affected account, Service, timestamps, and screenshots where relevant; (c) reasonably cooperate with Innflows' requests for information; and (d) assign an accurate initial severity based on genuine business impact.
6. Exclusions
This Policy does not cover, and Innflows is not obligated to provide support for, issues arising from:
(a) third-party AI Platforms and Third-Party Platforms — including changes, deprecations, rate-limiting, unavailability, or altered outputs of platforms such as ChatGPT, Gemini, Google AI Overview / AI Mode, Grok, DeepSeek, Doubao, Qwen, Kimi, Yuanbao, or other AI engines and integrations that Innflows does not control;
(b) Customer's misuse, misconfiguration, or use of the Services other than in accordance with the Documentation and the Agreement;
(c) Customer's own systems, networks, hardware, or third-party software;
(d) Trials and Betas or any alpha, beta, early access, or evaluation features;
(e) requests for professional advice — the Services and Service Content are not professional advice, and Customer is responsible for independently evaluating outputs.
7. Changes
Innflows may update this Policy from time to time in accordance with the amendment provisions of the Agreement. The then-current version will be available at Innflows' website.
8. Contact
Support and questions about this Policy: support@innflows.com — Xinsu Intelligent Technology Co., Limited, Hong Kong, China.