Post-Handoff Support: (30 Days Post-Launch)

Included in Phase 1 pricing – An elevated support period immediately after go-live where we provide:

• Rapid bug fixes for Phase 1 delivered scope
• Onboarding support and documentation for Hyperthreads Users getting up to speed
• Proactive monitoring to catch issues early

Response times during enterprise support:

• Critical blocker: 1 business day
• High impact: 2 business days
• Normal issues: 3-5 business days

After this period, clients will be rolled up into the support structure we have for the other enterprises using HyperThreads. These issues can still be created and communicated via your respective Notion page.

Hyperthreads User Support (Ongoing Support)

• Critical Bugs → Support time: 1-3 business days
  • <99% Uptime
  • Security Vulnerabilities
  • Workflow Blockages
    • Token Payment Issues
  • AI Generation Issues
  • Device incompatibility
• Platform & Quality Support → Support time: 2-4 business days
  • Output Quality Disputes (Credit Refunds)
  • Garment Library & Ingestion Support
  • Export/File Integrity Issues
  • User Access & Permissions
• Feature Requests → Schedule call with Account Executive to discuss.