Support Policy

1. Overview

This Support Policy describes how Extant 2000, LLC provides technical support for SMAD Portal. Support is available to all customers with an active paid subscription.

2. Support Channels

Email

All customers can reach our support team at support@extant2000.com. Email is the primary channel for all support requests.

In-App

The "Help" button within SMAD Portal opens a support dialog where you can describe your issue and attach screenshots. Submissions are routed to the same support queue as email.

Dedicated Slack Channel (Enterprise)

Enterprise customers receive a dedicated shared Slack channel with direct access to engineering and product team members.

3. Support Hours

Standard support is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding US federal holidays.

Enterprise customers with critical issues (platform unavailable) have access to 24/7 emergency support via the dedicated escalation email provided during onboarding.

4. Support Tiers

Starter

• Email support
• Knowledge base access
• Community forum access

Professional

• Everything in Starter
• Priority email queue
• Screen-share troubleshooting sessions (by appointment)

Enterprise

• Everything in Professional
• Dedicated Slack channel
• Named account contact
• 24/7 emergency escalation
• Quarterly account review

5. Scope of Support

In Scope

• Platform functionality and configuration questions
• Bug reports and unexpected behavior
• Account, billing, and subscription management
• Data import/export assistance
• API integration guidance
• Self-hosted deployment setup (Enterprise)

Out of Scope

• General spacecraft engineering consulting
• Custom feature development (available as a separate engagement)
• Third-party tool integration beyond documented APIs
• Hardware or network infrastructure troubleshooting

6. Escalation Process

If you feel your issue is not being resolved in a timely manner, you may escalate by replying to your support ticket with "ESCALATE" in the subject line. Escalated tickets are reviewed by a senior team member within 4 business hours.

Enterprise customers may also escalate through their named account contact or dedicated Slack channel.

7. Contact

For support inquiries, contact us at support@extant2000.com.