This Support Policy describes the support services fileAI provides to customers who have purchased a subscription to the fileAI platform. Your applicable support tier — Standard or Enhanced — is specified in your Order Form. This policy is incorporated by reference into your fileAI Subscription Agreement or Customer Subscription Agreement.
fileAI reserves the right to update this Support Policy from time to time. Material changes will be communicated to customers with reasonable advance notice. Continued use of the fileAI platform following such notice constitutes acceptance of the updated policy.
fileAI offers two levels of managed services and customer support: Standard and Enhanced. Both tiers include access to the fileAI Knowledge Base, English-language email support, live chat, and proactive platform alerts. The Enhanced tier adds priority resolution, a dedicated account team, and significantly faster response and resolution times.
All customers have access to the fileAI Knowledge Base, which includes product documentation, setup guides, FAQs, and troubleshooting articles. The Knowledge Base is self-serve and available 24 hours a day, 7 days a week.
Email support is available to all customers in English. Submit a request at any time by emailing support@file.ai.
Response times are measured from the time a complete support request is received during Business Hours (defined below). Resolution times are measured from the time of the initial response from fileAI. If a customer’s billing address in the applicable Order Form is located in the Americas, “Business Hours” means Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding US public holidays. If a customer’s billing address in the applicable Order Form is not located in the Americas, “Business Hours” means Monday through Friday, 9:00 AM to 6:00 PM Singapore Time (SGT), excluding Singapore public holidays.
Email Support
Initial Response Time
Update Interval
Average Resolution Time
Response and resolution times are targets and may vary depending on issue complexity, volume, and the completeness of information provided. fileAI will use commercially reasonable efforts to meet these targets.
Live chat is available to all customers in English via the fileAI platform. Live chat operates during Business Hours.
Live Chat Support
Initial Response Time
1 hour
Resolution Time
Live chat response times are measured from the moment a chat session is initiated. Live chat resolution times are measured from the start of the chat session.
All customers receive proactive notifications regarding platform incidents, scheduled maintenance, and service disruptions. Alerts are delivered via email and, where applicable, through in-platform notifications. Notification preferences can be managed in your account settings.
Customers on the Enhanced plan receive the following additional benefits:
Enhanced customers have access to a dedicated escalation path for critical issues. Where a support request is not progressing satisfactorily, your support contact can escalate directly to senior technical staff, bypassing standard queue prioritisation.
Support requests from Enhanced customers are assigned higher priority in the fileAI support queue. Your issues are reviewed and actioned ahead of Standard-tier requests of equivalent severity.
Enhanced customers receive early access to new support channels, tools, and programmes as fileAI introduces them, ahead of general availability to the Standard customer base.
Enhanced customers are assigned a dedicated Account Management (AM) or Customer Success Management (CSM) team as their primary relationship contact at fileAI. Your AM/CSM team will conduct regular check-ins, assist with onboarding, monitor platform usage, and proactively identify opportunities to improve your outcomes with fileAI.
In addition to a dedicated AM/CSM team, Enhanced customers receive dedicated support resourcing. Your support requests are handled by a consistent team familiar with your environment and use case, rather than a general support pool.
All customers on both Standard and Enhanced plans receive regular fileAI platform updates, including bug fixes, performance improvements, security patches, and new features. Updates are applied automatically to fileAI-hosted deployments. Customers on customer-hosted deployments will be notified of available updates and provided with release documentation.
Scheduled maintenance that may affect platform availability will be communicated with a minimum of 48 hours’ advance notice, in accordance with the fileAI Service Level Agreement.
The table below summarises all features and commitments included in each support tier.
Managed Services & Customer Support
Fee as a Percentage of Annual Total
User Support
Access to Knowledge Base
Email Support (English)
Email – Initial Response Time
Email – Update Interval
Email – Average Resolution Time
Live Chat Support (English)
Live Chat – Initial Response Time
1 hour
Live Chat – Resolution Time
Proactive Customer Alerts
Priority Resolution
Escalation Support
Prioritised Resolution
Early Access to New Support Offerings
Account Team
Dedicated Account Management / Customer Success Management Team
Dedicated Support
Product
Regular Platform Updates
This Support Policy covers issues arising from the fileAI platform up to and including the Demarcation Point defined in your Security Exhibit. The following are outside the scope of fileAI support:
Issues originating in the Customer Environment, including customer-managed infrastructure, network connectivity, firewalls, and third-party software
Customisations or integrations not developed or approved by fileAI
Issues resulting from a customer’s failure to implement updates or patches made available by fileAI
General IT or business process consulting unrelated to the fileAI platform
Support for end users of the customer’s own products or services
For issues outside this scope, fileAI may, at its discretion, provide guidance at additional cost or direct customers to appropriate third-party resources.
To help us respond quickly and effectively, please include the following when submitting a support request:
Your company name and account ID (if known)
A clear description of the issue, including what you expected to happen and what actually occurred
The date and time the issue was first observed, including time zone
Any relevant error messages, screenshots, or log output
Steps to reproduce the issue, if applicable
The urgency and business impact of the issue
Live Chat
Available via the fileAI platform during Business Hours
Uptime commitments, service credit entitlements, and the process for claiming credits are governed by the fileAI Service Level Agreement (SLA), which is incorporated into your fileAI Subscription Agreement or Customer Subscription Agreement. This Support Policy does not modify or supersede the SLA.
A copy of the fileAI Service Level Agreement is accessible within your agreement documentation or available upon request.
fileAI may update this Support Policy from time to time to reflect changes in our support offerings, business operations, or applicable requirements. We will provide reasonable advance notice of material changes — typically no less than 30 days — via email to the billing or authorised contact on your account, or through an in-platform notification.
The current version of this policy is always available at www.file.ai/support-policy. The “Last Updated” date at the top of this page indicates when the most recent revision was made.
If you have questions about this Support Policy or your support tier, please get in touch:
Website
Registered Office
fileAI Pte. Ltd., 531A Upper Cross Street #04-95, Hong Lim Complex, Singapore 051531