AI4Business and OfficeAI Support Policy

Effective date: 4 September 2026

This policy explains how Hub4AI handles support requests for the AI4Business and OfficeAI platforms. It applies to confirmed platform issues reported through the support channel below. An applicable Order, marketplace channel or written contract may provide different support terms; those terms apply to the extent of the difference.

How to request support

Send a support request to support@hub4ai.com. Please include the affected product, a concise description of the issue, the affected user or tenant, the time it occurred, any error message, and steps or screenshots that help us reproduce it. Do not send unnecessary personal data, passwords, API keys or other secrets.

Hub4AI may ask for additional information, logs or reasonable cooperation before confirming whether an issue is within scope.

When this policy applies

This policy applies only where Hub4AI confirms that a reported issue is strictly caused by the AI4Business or OfficeAI platform. A response target starts when Hub4AI receives a sufficiently detailed request. A resolution target starts only after Hub4AI has confirmed that the issue is in scope.

• A first response confirms receipt, provides an initial assessment or requests further information. It is not a commitment that the issue is confirmed or resolved.
• A resolution may be a fix, a configuration change, a workaround, a service restoration, or a reasoned explanation that the issue is not caused by the relevant Hub4AI platform.
• Targets are operational objectives, not a guarantee of uninterrupted availability, a service-level credit, or an obligation to develop a new feature.

Support targets

Product	First response	Resolution target
AI4Business	Within 24 hours, unless a specific support channel or contract provides a different target.	Within 72 hours, unless a specific support channel or contract provides a different target.
OfficeAI	Within 72 hours.	Depends on whether the confirmed issue affects one customer or multiple customers; up to 14 working days.

Resolution targets are measured from confirmation of an in-scope issue and assume timely Customer cooperation. A working day means Monday to Friday, excluding Romanian public holidays, unless the applicable contract states otherwise.

Scope exclusions

Hub4AI does not provide support under this policy for an issue caused by, or dependent on, a third-party provider, service or environment. In particular, this policy does not cover:

• AI engines, model providers, inference providers, their availability, outputs, safety controls, rate limits, region availability, retention practices or provider policy changes;
• Connectors, third-party integrations, customer-selected destination systems, marketplaces, Microsoft Office, Microsoft Entra ID, devices, browsers, networks, internet access or operating systems;
• Customer configuration, Customer Materials, permissions, identity settings, endpoints, credentials, user actions, unsupported versions, or a Customer’s failure to follow applicable documentation;
• Requests for implementation, training, workshops, custom development, consulting, data migration or new functionality, which may be addressed as Professional Services under a separate Order; or
• Issues that Hub4AI has not confirmed as strictly caused by AI4Business or OfficeAI.

Hub4AI may reasonably assist with diagnosis of an excluded issue where practical, but no response or resolution target applies unless a separate contract provides otherwise.

Issue assessment and communications

Hub4AI will assess reports using the information available to it, which may include platform logs, status information and reasonable diagnostic details supplied by the Customer. We may prioritise a confirmed issue that materially affects multiple customers, service integrity or security. We will communicate through the support email or another agreed channel and may provide progress updates, workarounds or closure information.

If Hub4AI reasonably determines that an issue is out of scope, it may close the support request and explain the basis. The Customer remains responsible for maintaining a current contact address and ensuring that authorised personnel can cooperate on the request.

Relationship with the customer contract

This Support Policy supplements the applicable Terms and Conditions. It does not amend the contractual allocation of risk, third-party dependency, maintenance, suspension, security, data protection, availability or force majeure provisions. If an Order, marketplace channel or written contract includes a different support channel, target, service level or remedy, that specific term prevails for the relevant Customer.

Contact

Support email: support@hub4ai.com