1. Purpose
1.1. This policy describes how DIVAI provides support and what customers can reasonably expect of service availability.
1.2. This policy is not a Service Level Agreement. It creates no service credits, no uptime commitments, and no guaranteed remedies. Every response time stated in this policy is a target, not a guarantee. Draft item pending confirmation before activation.
2. Support Channels
| Channel | Location | Notes |
|---|---|---|
| support@divai.ai | Primary support channel | |
| In-product feedback | Feedback flow in app.divai.ai | Privacy treatment per Section 9 |
2.1. These are the only support channels at launch. There is no phone or live-chat support.
3. Support Scope and Hours
3.1. Scope. Support covers defects in DIVAI-operated software, account access and account-settings issues, billing questions, and reasonable usage questions about documented features.
3.2. Hours. Support is provided on a business-hours, best-effort basis. DIVAI makes no promise of 24/7 support coverage.
3.3. Priority for outages and security. Reports of full service outages and security incidents (severity S1, see Section 4) receive the highest priority, including outside normal support hours where practicable. This is a prioritization commitment, not a coverage guarantee.
4. Severity Levels
| Severity | Definition | Examples |
|---|---|---|
| S1 — Urgent | The Service is wholly unavailable to all or most users, or there is an active security or data-integrity incident. | Platform down; suspected data breach; data corruption affecting accounts |
| S2 — High | A core feature is broken or materially degraded for you, with no reasonable workaround. | Cannot sign in; cannot access your own projects |
| S3 — Normal | A feature malfunctions but a workaround exists, or an individual account issue without broad impact. | Intermittent error on one screen; account-settings issue |
| S4 — Low | Cosmetic issues, questions, feature requests, and ideas. | Typo; “how do I…”; idea submissions |
4.1. Severity is initially assigned by the reporter and may be re-assigned by DIVAI based on actual impact.
5. Response-Time Targets (Targets, Not Guarantees)
5.1. The following are good-faith targets only. They are not guarantees, create no contractual obligation, and missing them creates no credit, refund, or liability. Draft item pending confirmation before activation.
| Severity | First-response target |
|---|---|
| S1 — Urgent | Same business day |
| S2 — High | 1 business day |
| S3 — Normal | 2 business days |
| S4 — Low | 2 business days (ideas may receive no individual response) |
5.2. Publication approval. These targets are proposed and are subject to Founder approval before publication. They must not be published until the Founder explicitly approves them and counsel reviews the whole document. Draft item pending confirmation before activation.
6. Service Availability Statement
6.1. DIVAI aims for high availability and operates the Service on a commercially reasonable efforts basis.
6.2. DIVAI does not promise that the Service will be uninterrupted or error-free. Planned and unplanned downtime may occur.
6.3. DIVAI does not publish an uptime percentage commitment (such as 99.9%) at launch, and this policy provides no SLA credits of any kind.
6.4. If DIVAI later adopts a formal Service Level Agreement, it will be a separate written agreement that specifies the measured availability percentage, measurement method, exclusions, credit formula, and claim process. None of those exist today, and none should be implied from this policy. Draft item pending confirmation before activation.
7. Maintenance
7.1. DIVAI schedules maintenance to minimize customer impact where practicable and provides advance notice where feasible, for example in-product or by email.
7.2. Emergency maintenance — such as security patches or incident mitigation — may occur without notice.
8. Exclusions
Support targets do not apply, and DIVAI is not responsible for service impact, where the issue results from:
8.1. Customer-caused issues. Misuse, misconfiguration, violation of the Acceptable Use Policy or Terms, unauthorized modifications, or issues in your own systems, devices, or network.
8.2. Third-party and AI-provider outages. Outages or degradations of third-party providers DIVAI depends on, including hosting, database, authentication, email delivery, and AI model and routing providers (including OpenRouter and underlying model providers). Such impact is passed through; DIVAI does not control these providers. DIVAI will, where practicable, communicate known third-party-caused degradation honestly rather than misrepresenting its source.
8.3. AI output quality. Responses generated by third-party AI models are pass-through in nature. DIVAI does not control and is not responsible for model-side errors, latency, refusals, or content, beyond routing and presentation. Draft item pending confirmation before activation.
8.4. Force majeure. Events beyond DIVAI’s reasonable control. Draft item pending confirmation before activation.
9. Feedback Privacy Summary
9.1. What is collected automatically — a fixed whitelist. With each in-product feedback submission, the product automatically attaches only:
- app version / build number;
- the current surface or page name (a screen identifier only, not page content);
- UI language / locale;
- platform / device family (coarse class only, not a device fingerprint); and
- a safe release or reference ID (a non-content identifier linking the report to a deployment or support ticket).
This whitelist is exhaustive. Anything not listed is prohibited by default.
9.2. What is never collected automatically. The feedback flow never automatically collects: passwords or password hashes; authentication or session tokens; API keys, secrets, or credentials; private project contents or private project memory; raw database rows or query results; or payment card data.
9.3. Attachments are user-selected only. The product never auto-captures the screen, never records sessions, and never attaches files without your explicit action. An in-flow reminder asks you not to include sensitive information.
9.4. Use of feedback. Feedback is used to diagnose and fix issues, prioritize improvements, and resolve account matters. Feedback may be used to improve DIVAI, but private content from feedback is not converted into general training data for AI models. Feedback is not sold and is not used for advertising.
9.5. Billing issues. Billing questions are handled through the support channels above. The feedback flow never requests or accepts card numbers or full payment details. (Payments are not yet active on the Service; this policy makes no live-payment claims.)
9.6. Retention. Support and feedback submissions are retained for 24 months from closure, then deleted or de-identified, subject to legal obligations. Draft item pending confirmation before activation.
10. Escalation
10.1. Step 1. Contact support through a standard channel (email support@divai.ai or in-product feedback) with the appropriate severity.
10.2. Step 2. If a response target is missed or the issue is unresolved, reply to the existing thread with “ESCALATION” in the subject, or email support@divai.ai with the ticket reference.
10.3. This section describes practice, not a contractual escalation timeline. Draft item pending confirmation before activation.
11. Changes to This Policy
11.1. DIVAI may update this policy from time to time. Material changes will be posted with the policy and, where practicable, announced in-product or by email. Continued use after the effective date constitutes acceptance. Draft item pending confirmation before activation.