Support Policy
Last changed 20 August 2026
In brief
This policy is published by Telos Limited and applies to Telos Brain, which is supplied under contract with Telos NZ Limited. It describes the standard product support included with Telos Brain. It is part of the Documentation, and clause 4.3 of the Telos Brain Terms of Use incorporates it. It sets response targets, not resolution guarantees, and it is not a service level agreement.
Implementation, configuration, integration and managed services are not covered here. Those are available separately from Telos.
1. What is included
1.1 Standard product support covers:
- helping you use documented features of Telos Brain;
- investigating and, where appropriate, remedying a defect in a supported version of the software or in the cloud service;
- advice on error messages produced by the Service;
- account, entitlement and billing enquiries; and
- security enquiries, and vulnerability reports handled under the Vulnerability Disclosure Policy.
1.2 Standard product support is included at no additional charge for all customers with an active account.
2. What is not included
2.1 The following are outside standard product support and are available under a separate written agreement:
- designing, building, configuring or operating a Brain for you;
- writing, reviewing or optimising Skills, prompts, agents or workflows;
- data migration, extraction, cleansing or ingestion work;
- integration with your systems or with a third-party service;
- training, onboarding and enablement sessions;
- architecture, security or compliance advisory work; and
- any work on a custom harness or application.
2.2 We do not provide support for:
- a model provider. Model behaviour, availability, pricing, quota, billing and account issues are matters between you and that provider. We will help you identify whether an issue originates with the provider, but we cannot act on your behalf with them;
- your infrastructure in a self-hosted deployment, including host operating system, container runtime, storage, networking, proxies and certificates;
- third-party services you connect;
- a version of the software outside the supported window in clause 4; or
- modifications you have made to a starter template or to the software.
3. How to get support
3.1 Email support@telosbrain.com, or use the support control in the Service.
3.2 Support is provided in English.
3.3 Support hours are 09:00 to 17:00 New Zealand time, Monday to Friday, excluding New Zealand public holidays. Reports made outside those hours are queued to the next support day, except Severity 1 reports, which are monitored continuously.
3.4 To help us respond, please include: what you were doing, what you expected, what happened, any error message or identifier, the affected Brain and instance, your software version, and whether the deployment is cloud or self-hosted.
3.5 Do not send us model provider API keys or other credentials. If a credential appears in a log or diagnostic file, redact it before sending. See clause B7 of the Terms of Use.
3.6 For a self-hosted deployment we may ask for logs, configuration or diagnostic output. You decide what to send. Anything you send that contains your content is subject to clauses 7.2, 7.6 and 12 of the Terms of Use.
4. Supported versions
4.1 For the cloud service, we operate the current version and you do not need to take any action.
4.2 For a self-hosted deployment, we support the current release and the immediately preceding minor release, as set out in clause B3 of the Terms of Use.
4.3 If you report an issue on an unsupported version, we will ask you to update to a supported version before we investigate.
4.4 You must apply any update we designate as a security update within 30 days of release.
5. Severity and response targets
5.1 We assign a severity to each report based on its impact. You may tell us the severity you think applies, and we will discuss it with you if we disagree.
| Severity | Meaning | First response target | Update frequency |
|---|---|---|---|
| 1 — Critical | The Service is unavailable or unusable for you, or a confirmed security incident is affecting you, and there is no workaround | 4 support hours | Daily |
| 2 — High | A major function is unavailable or materially impaired, and there is no reasonable workaround | 1 support day | Every 2 days |
| 3 — Medium | A function is impaired, or is unavailable but has a reasonable workaround | 5 support days | Weekly |
| 4 — Low | A question, a documentation issue, a cosmetic defect, or a feature request | 10 support days | As needed |
5.2 These are targets for our first substantive response, not for resolution. We do not commit to a resolution time, and this policy does not create a service level agreement, service credit or remedy. Clause A2 of the Terms of Use records that no service level commitment is offered.
5.3 We will keep you updated at the frequency above until the report is resolved or closed.
5.4 We may close a report where we have asked you for information and have not received it within 10 working days.
6. What we ask of you
6.1 Please:
- nominate a small number of contacts authorised to raise support requests;
- provide the information in clause 3.4, and respond to reasonable requests for more;
- keep your software reasonably current;
- tell us promptly if the severity of an issue changes; and
- treat our support staff courteously. We may decline to continue an exchange that is abusive.
7. Escalation
7.1 If you are not satisfied with how a report is being handled, reply to the support thread asking for it to be escalated, or email support@telosbrain.com with "Escalation" in the subject line.
7.2 If you remain dissatisfied, clause 21.2 of the Terms of Use sets out the dispute resolution process.
8. Changes
8.1 We may update this policy in accordance with clause 2 of the Terms of Use. The version in force is published at https://trust.telosready.com.