Support Policy
CAEVES Technology, Inc. provides technical support to customers with an active subscription to its SaaS products in accordance with its Support Policy. Support is available via email and web portal 24/7, and via live chat during business hours.
Level 1 support addresses general product usage, setup guidance, basic troubleshooting, and initial triage with target response times ranging from 4 hours to 2 business days based on issue priority. Issues unresolved at Level 1 may be escalated to Level 2 support, where our engineering team handles complex problems, system diagnostics, and backend issues.
Support is prioritized as follows:
• Priority 1 (high) for major functionality impacts,
• Priority 2 (medium) for minor usability issues,
• Priority 3 (low) for general inquiries or cosmetic matters.
CAEVES Technology, Inc. provides assistance for bug reports, patch delivery, product usage questions, and standard API or integration guidance. Support does not include custom feature development, on-site assistance, third-party product support beyond defined integrations, or training outside provided documentation.
For assistance, log into the support portal, start a chat session on this website, email, or call us.
