Version 1.0 | Effective November 3, 2025
1. Overview
Ashler AI provides support services (“Support”) to assist customers with questions and issues related to the Ashler platform. This Support Policy describes the scope of assistance included with a standard subscription.
2. Scope of Support
Ashler provides the following support services as part of all active subscriptions:
- Customer Success Manager: Each customer is assigned a Customer Success Manager (CSM) who serves as the primary point of contact for ongoing guidance, coordination, and feedback. The CSM helps ensure alignment on goals, provides best-practice recommendations, and facilitates communication between the Customer and Ashler’s product and technical teams.
- Quarterly Business Reviews: Periodic check-ins to discuss account priorities, share product updates, and gather feedback to inform future improvements.
- Technical Support: Assistance with general configuration and use of the Ashler platform, including troubleshooting functional or performance issues, investigating potential bugs, and providing guidance on user access, roles, and permissions. Technical Support covers issues related to the core functionality of the Ashler platform and does not extend to third-party integrations, systems, or custom development unless separately agreed in writing.
- Email Support: Availability of support via email at [email protected] for product-related questions, access requests, and issue reporting.
Ashler may, at its discretion, provide additional success or training resources from time to time to support customer adoption and effective use of the Services.
3. Communication Channels
Customers may contact Ashler Support by email at [email protected]. Additional support channels (such as in-app chat or a web-based help portal) may be added in the future and, if added, will be described in updated documentation or on Ashler’s website.
4. Hours of Operation
Support is available during business hours: 9:00 a.m. – 6:00 p.m. Eastern Time, Monday through Friday, excluding U.S. public holidays.
5. Response and Resolution
Ashler will respond to Customer inquiries within a reasonable time frame and will use commercially reasonable efforts to resolve issues to the best of its ability.
6. Exclusions
Support does not include:
- Onboarding or implementation.
- Custom feature development, integrations, or professional-services work.