SupportServiceTerms

Introduction

Unified API Inc. ("Unified," "Unified.to," "we," "us," or "our") provides support for our platform ("Services") to customers ("Customers," "you") according to the chosen Unified.to plan. These Support Services Terms ("Support Terms") outline the available support with your plan and are governed by our Terms of Service.

Our Support Services are designed to help you get the most from your Unified.to investment. Whether you're on the Start, Grow, Scale, or a custom Enterprise plan, we're here to provide the support your team needs.

Explore the outline below to see how each plan tier offers specific benefits, response times, and communication channels to keep your experience seamless and productive.

Support Levels by Plan

Unified.to provides a range of support tiers across four key service plans: Test, Start, Grow, and Scale. Each plan is tailored to meet specific business needs, from early-stage testing to high-scale production setups.

Support Channels

We offer multiple support channels tailored to your plan level, ensuring responsive communication and technical support:

• Public Discord Channel (Test): Join our community on Discord for general support and questions.
• Private Slack/Discord (Start, Grow, Scale): Customers on the Start, Grow, and Scale plans gain access to a private support channel via Slack or Discord for direct, prioritized assistance from our support team.

Response Times

Our commitment to timely support is outlined below. We aim to respond to all inquiries during business hours (9 am - 5 am ET), with faster response times available at higher plan tiers.

Business Hours Expected Response Time:

• Test: Within 24 hours
• Start: Within 12 hours
• Grow: Within 2 hours
• Scale: Within 1 hour

Outside Business Hours Expected Response Time:

• Scale: Within 12 hours for urgent requests
• Other Plans: Support is available during standard business hours, with the exception of critical system issues. No outside business hours support

New Integration Requests

We are committed to evolving our platform based on user needs. For each support plan:

• Test and Start: Your requests will be added to our roadmap and considered for future development.
• Grow and Scale: New integration requests are prioritized, offering faster implementation timelines and greater responsiveness to strategic needs.

Account Reviews and Project Meetings

Higher-tier plan customers receive dedicated support beyond standard assistance:

• Quarterly Post-Launch Account Review (Scale): Regular check-ins every quarter to review integration performance, gather feedback, and discuss strategic opportunities for improvement.
• Pre-Launch Weekly Project Meetings (Grow, Scale): Weekly meetings for planning, progress updates, and support to ensure smooth integration and implementation.

Note: Support terms, including response times and available services, are subject to change based on Unified.to's support policies. We are committed to transparency and will notify customers of any updates in our terms. For questions or additional support inquiries, please contact us.