Support Policy
Draft — attorney review required. This document is a working draft for Evidentum launch preparation. It is not legal advice and must be reviewed by qualified counsel before production use. Privacy and security statements must match the live product.
Draft v1 · Aug 2026. Support is commercially reasonable help for the product — not emergency dispatch or alarm monitoring. For life-threatening emergencies, contact local emergency services.
Channels
- support@evidentum.ai — how-to, account, portal help
- billing@evidentum.ai — invoices / refunds requests
- sales@evidentum.ai — Enterprise / Hybrid
- security@evidentum.ai — vulnerabilities
Hours & severity
Self-serve: best effort, U.S. Pacific business hours (Mon–Fri). Enterprise response targets only when an Order Form / SLA says so. S1/S2 defaults for contracted Enterprise are described in docs/legal/10-support-policy.md and the SLA.
Not included
- On-site security or emergency response
- Legal advice on surveillance compliance
- Guaranteed detection outcomes
- Third-party NVR support beyond RTSP guidance
Related: Terms · Privacy · AUP · DPA · Subprocessors · Refunds · Cookies · Security · AI Disclaimer · Support · API Terms · SLA · Enterprise · Beta