Support Policy
1. Support access#
Support for the Hercules Platform varies by Plan. Free Plans receive public community support through our public forums and documentation, with no response-time commitment. Pro and Business Plans receive email and in-product support handled in priority order ahead of community requests, without a fixed response-time commitment. Enterprise Plans receive a designated support channel and the response commitments in Sections 2 and 3. Contact hello@hercules.app, use the support tools in the Hercules Platform, or use your agreed Enterprise channel. Do not post confidential information in public support channels.
2. Enterprise incident handling#
The following response commitments and restoration targets apply to Enterprise support. Initial response means human acknowledgment and triage. Restoration means service recovery or a workable mitigation, not necessarily a permanent fix. Restoration times are targets, not guaranteed resolution deadlines.
| Incident | Initial response | Restoration target | Updates |
|---|---|---|---|
| Published Customer Application or Customer Agent fully down | 1 hour | 8 hours | Every 2 hours |
| Published Customer Application or Customer Agent partially unavailable | 2 hours | 1 business day | Every 4 business hours |
| Hercules Platform fully down | 1 hour | 8 hours | Every 2 hours |
| Hercules Platform partially unavailable | 4 hours | 2 business days | Daily |
Full outages receive round-the-clock handling. Partial outages use agreed support hours. Partial outages and the requests in Section 3 are handled during Business Hours, and their times run only during Business Hours. “Business Hours” means 9:00 a.m. to 6:00 p.m. Pacific Time, Monday through Friday, excluding United States federal holidays, or other hours stated in your Enterprise agreement. A partial outage that prevents all meaningful production use is treated as a full outage. Response time starts when the incident reaches the designated support channel with enough information to identify the affected service. Reports through other channels are handled as ordinary support requests.
3. Building and billing help#
| Category | Enterprise initial response | Follow-up target |
|---|---|---|
| Technical help building Customer Applications or Customer Agents | 1 business day | Scope and next steps within 2 business days; completion depends on the work |
| Billing support | 1 business day | Routine corrections within 3 business days; complex disputes may take longer |
Technical help covers guidance on using the Hercules Platform, its features, and its documented behavior. It does not include writing or debugging your own code, reviewing Agent Outputs for correctness, architecture or security review of Customer Applications, or custom development, and it does not promise a successful outcome for any building request. Work of that kind is available as separately agreed Professional Services.
4. Cooperation and scope#
To enable us to respond, you must identify the affected Organization and deployment, reproduction steps, time ranges, and relevant diagnostics without unnecessary personal data or secrets. Customer-controlled code and third-party integrations may require action by the Customer or provider. We will explain dependencies affecting restoration. This policy is incorporated into the Terms of Service. It does not independently provide an uptime guarantee; uptime guarantees are governed exclusively by the Service Level Agreement where it applies. We may update this Policy on notice, but changes will not reduce the Enterprise commitments in Sections 2 and 3 during your then-current committed subscription term.