Effective Date: 1 January 2026
Last Updated: 1 January 2026
This Support and Maintenance Policy (“Policy”) describes the standard support and maintenance services provided by Zubu.AI, Inc. (“Zubu,” “Zubu.AI,” “we,” “us,” or “our”) for the Zubu.AI hosted platform, related services, and applicable connector software (collectively, the “Services”).
This Policy applies to customers using the Services under Zubu’s applicable Terms of Service, End User License Agreement, Order Form, Master Services Agreement, or other written agreement with Zubu (collectively, the “Customer Agreement”).
If you have a separately negotiated Order Form, Service Level Agreement, Master Services Agreement, or other written agreement with Zubu that includes different support or maintenance terms, that separate agreement will control to the extent of any conflict with this Policy.
Availability commitments and service credits for the Services are stated in the Zubu Service Level Agreement at https://www.zubu.ai/sla. This Policy covers support and maintenance only.
1. Scope
Subject to the terms of the applicable Customer Agreement and payment of all applicable fees, Zubu provides Standard support and maintenance for the Services as described in this Policy.
Support and maintenance may include:
access to Zubu support channels;
assistance with general product questions and standard troubleshooting;
bug fixes, patches, updates, upgrades, and releases that Zubu makes generally available;
maintenance necessary to support security, stability, and performance of the Services; and
commercially reasonable efforts to diagnose and address reproducible issues reported by customers.
Unless expressly stated in a separate written agreement, support and maintenance do not include:
legal advice;
litigation strategy guidance;
custom development;
data migration services;
implementation services;
professional services;
on-site support;
support for third-party systems not controlled by Zubu;
support for customer network, browser, identity provider, device, or local environment issues except to the extent directly caused by the Services; or
guaranteed resolution within a fixed time.
2. Standard Support Hours
Zubu will use commercially reasonable efforts to provide support during its standard support hours.
Standard Support Hours:
Monday through Friday, excluding company-observed holidays,
8:00 a.m. to 5:00 p.m. Central Time
Zubu may, in its discretion, provide support outside standard support hours, but unless otherwise agreed in writing, Zubu is not obligated to do so.
3. Support Channels
Customers may contact Zubu support through the support channels designated by Zubu from time to time, which may include:
email support at support@zubu.ai
in-application support submission
customer support portal
other support methods designated by Zubu
If you purchased the Services through an authorized Zubu reseller or other partner, that partner is your first point of contact for support and may escalate issues to Zubu on your behalf. In that case, the target response times in Section 5 run from the time the issue is escalated to Zubu.
Customers are responsible for submitting enough detail to allow Zubu to investigate the issue, including where applicable:
customer name and contact information;
affected user or tenant;
description of the issue;
severity and business impact;
relevant screenshots, logs, timestamps, or error messages; and
steps to reproduce the issue, if known.
4. Severity Levels
Zubu may classify support issues using the following priority levels:
Severity 1 – Critical
A complete outage or critical failure of the Services that substantially prevents core production use, with no reasonable workaround available.
Severity 2 – High
A material degradation of the Services or major feature failure that significantly impacts business operations, but where partial use or a workaround may exist.
Severity 3 – Medium
A non-critical error, degraded performance, limited feature issue, or user-specific problem that does not materially prevent core use of the Services.
Severity 4 – Low
General questions, cosmetic defects, documentation requests, enhancement requests, or issues with minimal business impact.
Zubu may reasonably reclassify a reported issue if the submitted severity level does not match the actual business or technical impact.
5. Target Response Times
Zubu will use commercially reasonable efforts to provide an initial response within the following target timeframes during standard support hours:
Severity 1: 4 business hours
Severity 2: 8 business hours
Severity 3: 2 business days
Severity 4: 5 business days
These are target response times, not guaranteed resolution times.
An initial response means acknowledgment of the issue and, where appropriate, initiation of investigation, requests for additional information, or communication of preliminary next steps.
6. Resolution and Workarounds
Zubu will use commercially reasonable efforts to address verified issues in a manner appropriate to the severity and nature of the issue.
Resolution may include, in Zubu’s discretion:
providing a workaround;
correcting configuration;
issuing a patch, fix, or update;
scheduling a fix for a future release;
identifying a third-party dependency or root cause outside Zubu’s control; or
determining that the issue is not reproducible or not caused by the Services.
Zubu does not guarantee that every issue will be resolved within a particular timeframe or that every reported issue will require a code fix.
7. Maintenance and Updates
Zubu may perform maintenance, updates, patches, upgrades, bug fixes, modifications, releases, and replacements for the Services from time to time.
Such maintenance may be performed to:
maintain security;
preserve availability or performance;
correct bugs or errors;
improve functionality;
maintain compatibility with supported environments or third-party platforms; or
comply with legal, operational, or technical requirements.
Unless otherwise stated in a separate written agreement:
all updates, upgrades, bug fixes, patches, and releases made generally available by Zubu are included as part of standard maintenance;
Zubu is not obligated to provide any specific new feature, functionality, roadmap item, or enhancement; and
Zubu may retire, replace, or modify features or integrations in its discretion, subject to any applicable Customer Agreement.
8. Scheduled Maintenance
Zubu may perform scheduled maintenance that temporarily affects availability or functionality of the Services.
Where reasonably practicable, Zubu will provide advance notice of scheduled maintenance through email, the platform, status page, support portal, or other reasonable means.
Zubu will use commercially reasonable efforts to schedule planned maintenance during lower-usage periods, but does not guarantee that maintenance will always occur outside customer business hours.
9. Emergency Maintenance
Zubu may perform emergency maintenance at any time, with or without prior notice, if Zubu reasonably determines that such maintenance is necessary to:
address a security issue;
prevent or mitigate a service disruption;
respond to an incident;
protect customer data or the Services; or
comply with legal or regulatory requirements.
10. Customer Responsibilities
To receive support under this Policy, the customer must:
maintain an active subscription or other valid right to use the Services;
remain current on payment obligations;
designate appropriate support contacts where requested;
provide accurate and complete information reasonably requested by Zubu;
cooperate in troubleshooting and testing;
maintain supported browsers, configurations, and environments as specified by Zubu;
implement reasonable security controls on customer-managed systems and credentials; and
use the Services in accordance with the applicable Customer Agreement and documentation.
Zubu is not responsible for delays or inability to provide support caused by the customer’s failure to cooperate or provide required information.
11. Exclusions
Zubu’s support and maintenance obligations do not apply to issues arising from:
misuse of the Services;
unauthorized modifications;
customer systems, networks, hardware, browsers, or environments;
unsupported third-party software or services;
outages or changes in third-party platforms, APIs, or cloud providers;
customer configuration errors;
customer credential or permission issues;
force majeure events;
beta, pilot, preview, trial, or evaluation features unless expressly stated otherwise; or
any use of the Services not authorized under the applicable Customer Agreement or documentation.
12. Third-Party Services and Dependencies
The Services may depend on or interoperate with third-party services, cloud providers, APIs, authentication providers, repositories, communication tools, and other systems not controlled by Zubu.
Zubu is not responsible for support issues, downtime, failures, delays, throttling, API changes, access denials, deprecations, or incompatibilities caused by third-party providers, although Zubu may use commercially reasonable efforts to assist in diagnosing the issue where appropriate.
13. No Professional Services
Unless expressly stated in a separate written agreement, this Policy does not include:
implementation services;
onboarding projects;
integration design;
data migration;
custom reports;
custom configuration;
training services; or
consulting or advisory services.
Any such services, if offered, will be governed by a separate Order Form, Statement of Work, or other written agreement.
14. No Legal Advice
Zubu provides software and support for the Services. Support services do not include legal advice, compliance advice, records-retention advice, discovery advice, or litigation strategy.
Customers and their counsel remain solely responsible for legal hold scope, preservation obligations, retention decisions, privacy and employment law compliance, and legal sufficiency of any workflow or use of the Services.
15. Suspension of Support
Zubu may suspend support or maintenance services if:
the customer is in material breach of the applicable Customer Agreement;
fees are past due and remain uncured after notice;
the customer’s use of the Services creates security, legal, or operational risk;
the customer is using unsupported versions, unsupported configurations, or unauthorized modifications; or
suspension is otherwise permitted under the applicable Customer Agreement.
16. Warranty Disclaimer
Except as expressly stated in the applicable Customer Agreement, support and maintenance services are provided on a commercially reasonable efforts basis.
Zubu does not warrant that:
all issues will be corrected;
support will be uninterrupted or error-free;
all support requests will be resolved within a specific timeframe; or
the Services will be free of all defects or compatible with every third-party system or environment.
17. Limitation of Liability
This Policy is subject to the limitations of liability, disclaimers, exclusions, and remedies stated in the applicable Customer Agreement. If there is no other applicable written agreement, then the limitation of liability provisions in Zubu’s Terms of Service will apply.
18. Changes to this Policy
Zubu may update this Policy from time to time by posting a revised version on its website or otherwise making it available to customers.
Any updated version will become effective on the date stated in the revised version, unless otherwise required by applicable law or a separate written agreement.
19. Governing Law
This Policy is governed by the laws of the State of California, without regard to conflict-of-laws rules.
20. Contact Information
Questions about support may be directed to:
Zubu.AI, Inc.
Attn: Support
100 Pine Street, Suite 1250
San Francisco, CA 94111
Email: support@zubu.ai
Questions of a legal nature may be directed to:
legal@zubu.ai
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