Service & Support Policy

1. PURPOSE AND SCOPE

This HELIX Service & Support Policy (the “Policy”) describes how HAVOK Consulting LLC, operating the HELIX brand (“HAVOK,” “HELIX,” “we,” “us,” or “our”), generally provides platform support, incident coordination, maintenance communications, and related assistance for HELIX services.

This Policy applies to customers and authorized users of HELIX unless a separately signed agreement expressly provides different service commitments. Capitalized terms not defined here have the meanings given in the applicable HELIX Master Services Agreement or HELIX Platform Terms of Service.

2. NATURE OF THIS POLICY; NO SERVICE LEVEL GUARANTEE

This Policy is an operational support policy and is not a traditional service level agreement containing guaranteed performance metrics. All support practices, priorities, estimated timeframes, and service objectives are non-binding targets only and may vary.

HELIX does not guarantee any specific uptime percentage, response time, investigation time, escalation time, restoration time, resolution time, support outcome, staffing level, support-channel availability, or availability of any particular feature, integration, provider, or service.

No course of dealing, support communication, ticket estimate, verbal statement, dashboard, status update, or past performance creates a warranty or binding commitment unless expressly incorporated into a separate written agreement signed by an authorized representative of HAVOK.

3. SUPPORT SERVICES

HELIX may provide technical support to assist customers with access, standard configuration, platform errors, feature questions, and ordinary use of the Services. Support is provided on a commercially reasonable efforts basis and is subject to the customer’s plan, account status, purchased services, resource availability, and the limitations in this Policy.

HELIX may provide support through email, ticketing systems, telephone, video conference, in-platform messaging, knowledge resources, or other methods selected by HELIX. HELIX may add, remove, modify, or limit support channels at any time.

4. PRIORITIZATION OF SUPPORT REQUESTS

HELIX will prioritize and address support requests based on severity, business impact, technical complexity, security or data-integrity concerns, availability of workarounds, customer responsiveness, third-party dependencies, support volume, resource availability, and other operational considerations.

While HELIX will use commercially reasonable efforts to resolve issues as promptly as practicable, no specific response or resolution time is guaranteed.

HELIX retains sole discretion to classify, reclassify, prioritize, defer, consolidate, route, escalate, or close support requests and to determine whether a reported matter is a platform defect, configuration issue, user error, training request, unsupported use, third-party limitation, feature request, or out-of-scope service.

5. CRITICAL AND MAJOR ISSUES

HELIX may treat a complete and widespread inability to access core platform functions as a critical issue and may treat a major feature failure without a reasonable workaround as a major issue. These labels are for internal triage only and do not create guaranteed response or restoration obligations.

HELIX may use an internal target of up to four (4) business hours for an initial response to a critical issue and up to eight (8) business hours for an initial response to a major issue. These are internal objectives only, not warranties, guarantees, service levels, or contractual commitments, and actual response times may be longer.

HELIX may suspend, modify, or disregard internal response objectives when reasonably necessary due to third-party outages, force majeure, security events, unusual support volume, staffing constraints, incomplete information, customer delay, technical complexity, or other circumstances.

6. SUPPORT BOUNDARIES

Standard support may include, as determined by HELIX:

Account-access assistance

Standard platform troubleshooting

Investigation of suspected platform errors

General configuration guidance

Standard onboarding guidance included with the purchased plan

Bug reporting and reasonable status communication

Unless expressly purchased or agreed in writing, support does not include:

Custom software, API, or integration development

Website, funnel, graphic, or creative production

SEO, advertising, marketing strategy, or campaign management

Data cleanup, enrichment, migration, or manual entry

Business, legal, compliance, financial, or operational consulting

Third-party product support beyond reasonable integration assistance

Unlimited training, meetings, revisions, or implementation work

Work caused by customer changes, unsupported customization, or misuse

7. CUSTOMER SUCCESS AND CONSULTING

Technical support is distinct from customer success, strategic consulting, implementation, marketing, development, and professional services. Customer success guidance may include general product education and best practices, but it does not include unlimited consulting or execution services.

Any strategic, creative, development, migration, design, marketing, data, automation, integration, or consulting work outside standard platform support may require a separate scope, statement of work, invoice, or additional fees.

8. CUSTOMER RESPONSIBILITIES

Customers must maintain accurate account and contact information; safeguard credentials; use supported devices, browsers, networks, and configurations; maintain appropriate backups; promptly provide requested diagnostics and access; and cooperate reasonably with troubleshooting.

Customers are responsible for their own internet connectivity, devices, systems, third-party accounts, configurations, integrations, campaigns, data, permissions, user activity, compliance, and business continuity planning.

Delays caused by incomplete information, unavailable personnel, failure to follow troubleshooting steps, unsupported configurations, customer changes, or third-party systems may delay or prevent investigation and resolution.

9. THIRD-PARTY DEPENDENCIES

HELIX relies on licensed and integrated third-party technologies and providers, which may include HighLevel, LeadConnector, telecommunications carriers, payment processors, cloud services, artificial intelligence providers, email providers, domain and DNS providers, social networks, app marketplaces, and other vendors.

Outages, degradation, changes, rate limits, compliance actions, account restrictions, feature removals, policy changes, or failures attributable to third parties are outside HELIX’s direct control. HELIX does not guarantee the performance or availability of any third-party service and is not responsible for third-party support obligations.

HELIX may communicate with or escalate issues to third-party providers, but cannot guarantee their response, investigation, restoration, resolution, or continued availability.

10. PLATFORM AVAILABILITY AND MAINTENANCE

HELIX uses commercially reasonable efforts to maintain the availability of the Services but does not guarantee uninterrupted or error-free operation. The Services may be unavailable or degraded due to maintenance, updates, security actions, third-party services, infrastructure events, customer configurations, internet conditions, or other causes.

HELIX may perform scheduled, unscheduled, or emergency maintenance at any time. Advance notice may be provided when practical but is not guaranteed. Maintenance windows and methods may change without notice.

HELIX may temporarily limit or suspend features, accounts, integrations, or access to protect security, stability, legal compliance, provider relationships, or platform integrity.

11. PLATFORM EVOLUTION

HELIX is a continuously evolving platform. Features, interfaces, workflows, integrations, providers, limits, documentation, and support methods may be added, modified, replaced, restricted, or discontinued over time.

Customers purchase access to the then-current Services and not a guarantee that any particular feature, integration, workflow, design, provider, or method will remain unchanged or available indefinitely.

Where practical, HELIX may provide notice of material changes, but no specific notice period is guaranteed unless required by law or a signed agreement.

12. SECURITY AND INCIDENT COORDINATION

Suspected security incidents should be reported promptly through HELIX’s designated support or security contact. HELIX may investigate, contain, remediate, communicate, or escalate security matters in accordance with its HELIX Information Security Policy and HELIX Data Processing Addendum, as applicable.

Security communications, investigation estimates, and remediation plans are not guarantees of timing or outcome. HELIX may limit information to protect security, confidentiality, legal privilege, investigations, customers, or third parties.

13. BACKUP, RECOVERY, AND BUSINESS CONTINUITY

HELIX and its providers may maintain backup, redundancy, or recovery capabilities appropriate to their systems. These measures do not guarantee that all data, configurations, communications, or functionality can be restored or restored within a particular period.

Customers must maintain independent copies of data and records they are legally or operationally required to retain and should not rely on HELIX as their sole business-continuity or archival system.

14. NO AUTOMATIC CREDITS OR REFUNDS

Service interruptions, delayed support, unmet internal objectives, third-party outages, maintenance, feature changes, or performance degradation do not automatically entitle a customer to refunds, credits, extensions, fee reductions, or damages.

Any service credit or other remedy must be expressly stated in a separate written agreement signed by an authorized representative of HAVOK. Any such remedy will be the customer’s sole and exclusive remedy for the event covered by that agreement.

15. EXCLUSIONS

Support and availability expectations do not apply to issues caused or contributed to by customer systems, customer configurations, unsupported use, unauthorized changes, compromised credentials, third-party services, carrier filtering, internet conditions, force majeure, malicious activity, legal or regulatory actions, provider suspensions, maintenance, beta features, free services, previews, or circumstances beyond HELIX’s reasonable control.

16. ESCALATION

Customers may request escalation of an unresolved support matter through the then-current support channel. HELIX may determine the appropriate escalation path, personnel, communication method, and priority.

An escalation request does not create any guaranteed response, meeting, resolution, executive involvement, or other outcome.

17. POLICY UPDATES

HELIX may modify this Policy from time to time. Updated versions become effective when posted, provided to the customer, or otherwise incorporated into the governing agreement, subject to applicable law.

Continued use of the Services after clear notice of an updated Policy constitutes acceptance where permitted by the governing agreement and applicable law. Payment of an invoice acknowledges the applicable billing notice but does not replace affirmative acceptance procedures where such procedures are required.

18. ORDER OF PRECEDENCE

If this Policy conflicts with a signed HELIX Master Services Agreement, Order Form, or Statement of Work, the signed document controls to the extent of the specific conflict. The HELIX Data Processing Addendum controls solely regarding processing of personal data where applicable.

This Policy supplements, and does not replace, the HELIX Master Services Agreement, HELIX Platform Terms of Service, HELIX Acceptable Use Policy, HELIX Privacy Policy, HELIX Data Processing Addendum, HELIX Information Security Policy, HELIX AI Usage Policy, and applicable invoices or statements of work.

19. CONTACT

Support and policy inquiries should be submitted through the support contact or method identified in the customer’s account, invoice, HELIX Master Services Agreement, or HELIX website. HAVOK may update contact methods from time to time.