Support Policy

Applies to Autonoma. Last updated 2026-08-07.

Not reviewed by a lawyer. This document was drafted to describe what the software actually does, but it has not had legal review and is not legal advice. If anything here matters to you, ask us at support@autonoma-studio.com before relying on it.

Autonoma
Effective Date: January 2026
Last Updated: January 2026

1. OVERVIEW

This Support Policy outlines the support services available to Autonoma users. Support availability and response times vary by subscription tier.

IMPORTANT: Support does NOT include refund processing. All sales are final.

2. SUPPORT CHANNELS

2.1 Email Support

Address: support@autonoma-studio.com

Available to: Starter, Pro, and Enterprise tiers

2.2 Documentation

URL: https://autonoma-studio.com/docs

Available to: All users (Free and paid)

2.3 Community Forum

URL: https://community.autonoma-studio.com

Available to: All users

2.4 Discord Community

URL: https://discord.gg/autobotstudio

Available to: All users

2.5 Priority Support

Address: priority@autonoma-studio.com

Available to: Pro and Enterprise tiers

2.6 Dedicated Support

Contact: Your assigned account manager

Available to: Enterprise tier only

3. SUPPORT BY TIER

Feature	Free	Starter	Pro	Enterprise
Documentation	✓	✓	✓	✓
Community Forum	✓	✓	✓	✓
Discord	✓	✓	✓	✓
Email Support	✗	✓	✓	✓
Priority Email	✗	✗	✓	✓
Phone Support	✗	✗	✗	✓
Dedicated Manager	✗	✗	✗	✓
Custom Training	✗	✗	✗	✓
On-boarding	✗	✗	✗	✓

4. RESPONSE TIMES

4.1 Target Response Times

Tier	Initial Response	Resolution Target
Free	Community-based	N/A
Starter	48 business hours	5 business days
Pro	24 business hours	3 business days
Enterprise	4 business hours	1 business day

4.2 Business Hours

Monday - Friday: 9:00 AM - 6:00 PM EST
Excluding US federal holidays

4.3 Response Time Disclaimers

Response times are targets, not guarantees
Complex issues may take longer
Times begin when ticket is received during business hours
Weekends and holidays are not counted

5. SUPPORT SCOPE

5.1 Included Support

Our support covers:

Technical Assistance:

Installation and setup help
Configuration guidance
Feature usage questions
Bug reports and troubleshooting
Error message interpretation
Dashboard navigation

Account Support:

License activation issues
Subscription management
Billing inquiries (not refunds)
Password reset assistance

Integration Support:

Marketplace connection setup
API configuration
OAuth troubleshooting
Third-party integration guidance

5.2 Excluded from Support

Support does NOT include:

Business Operations:

Business strategy advice
Marketing consultation
Product selection guidance
Pricing recommendations

Third-Party Services:

OpenAI, Google, or other AI provider issues
Marketplace policy questions
Payment processor disputes
Third-party API outages

Custom Development:

Custom feature development
Code modifications
White-label customization (except Enterprise)
Custom integrations (except Enterprise)

Unsupported Activities:

Reverse engineering assistance
Policy violation assistance
Bypassing restrictions
Illegal activities

Refunds:

Refund requests (all sales are final)
Chargeback resolution
Payment disputes

6. SUBMITTING SUPPORT REQUESTS

6.1 Information to Include

To expedite your request, include:

Required:

Your account email
License key (last 4 characters only)
Subscription tier
Clear description of the issue

Recommended:

Screenshots or error messages
Steps to reproduce the issue
Browser and operating system
When the issue started
What you’ve already tried

6.2 How to Submit

Email support@autonoma-studio.com
Use subject format: “[Tier] - Brief Issue Description”
Include all relevant information
Attach screenshots if applicable

6.3 Ticket Tracking

You’ll receive an auto-reply with ticket number
Reference ticket number in follow-ups
Check email for updates

7. SUPPORT PRIORITIES

7.1 Priority Levels

Level	Description	Examples
Critical	Service completely unavailable	Cannot log in, license not working
High	Major feature not working	Marketplace sync failed, dashboard error
Medium	Feature partially impaired	Slow performance, minor bugs
Low	Questions and minor issues	How-to questions, feature requests

7.2 Priority Assignment

Priorities are assigned based on:

Impact on your business
Number of users affected
Workaround availability
Your subscription tier

8. ESCALATION PROCESS

8.1 When to Escalate

You may request escalation if:

Response time significantly exceeded
Issue not resolved after multiple attempts
Critical business impact

8.2 How to Escalate

Reply to existing ticket with “ESCALATION REQUEST”
Explain why escalation is needed
Email escalations@autonoma-studio.com

8.3 Enterprise Escalation

Enterprise customers may contact their account manager directly.

9. BUG REPORTS

9.1 How to Report

Email: bugs@autonoma-studio.com

Include:

Detailed description
Steps to reproduce
Expected vs. actual behavior
Screenshots/videos
System information

9.2 Bug Response

Acknowledged within 48 hours
Prioritized based on severity
No timeline guarantees for fixes
Updates provided as available

9.3 Bug Bounty

We do not currently offer a bug bounty program.

10. FEATURE REQUESTS

10.1 How to Submit

Email: features@autonoma-studio.com

Or use the community forum: https://community.autonoma-studio.com/features

10.2 Consideration

All requests are reviewed
No guarantee of implementation
Popular requests prioritized
No timeline commitments

11. MAINTENANCE AND UPDATES

11.1 Scheduled Maintenance

Announced 48 hours in advance
Typically during low-traffic periods
Notification via email and dashboard

11.2 Emergency Maintenance

May occur without notice for critical issues
Status updates at: https://status.autonoma-studio.com

11.3 Updates

Software updates released periodically
May be automatic or manual depending on settings
Release notes published with updates

12. SERVICE LEVEL (ENTERPRISE)

12.1 Custom SLA

Enterprise customers may negotiate custom SLAs including:

Guaranteed response times
Uptime commitments
Dedicated support hours
Custom escalation paths

12.2 SLA Credits

SLA credits available only to Enterprise customers with negotiated SLA terms.

13. SUPPORT LIMITATIONS

13.1 No Guaranteed Resolution

We will make reasonable efforts to resolve issues but cannot guarantee:

Resolution of all issues
Specific resolution timeframes
Compatibility with all systems
Third-party service functionality

13.2 End of Support

We may discontinue support for:

Outdated software versions
Deprecated features
End-of-life products

13.3 Language

Support is provided in English only.

14. USER RESPONSIBILITIES

You are responsible for:

Keeping software updated
Maintaining system requirements
Securing your account credentials
Backing up your data
Following documentation
Providing accurate information

15. REFUND REQUESTS

SUPPORT DOES NOT PROCESS REFUNDS.

ALL SALES ARE FINAL. NO REFUNDS UNDER ANY CIRCUMSTANCES.

Do not contact support for refund requests. See our No-Refund Policy.

16. ABUSE OF SUPPORT

16.1 Prohibited Conduct

The following may result in support suspension:

Abusive or threatening language
Excessive frivolous tickets
Harassment of support staff
Repeated refund requests
Providing false information

16.2 Consequences

Support abuse may result in:

Support suspension
Account termination
No refund

17. CHANGES TO POLICY

We may update this policy at any time. Changes will be posted on our website.

18. CONTACT

General Support: support@autonoma-studio.com
Priority Support: priority@autonoma-studio.com
Bug Reports: bugs@autonoma-studio.com
Feature Requests: features@autonoma-studio.com
Escalations: escalations@autonoma-studio.com
Enterprise: enterprise@autonoma-studio.com

By using Autonoma support services, you agree to this Support Policy.

Questions about this document? Get in touch.