Axiomyx Support and Updates Policy

Document version: 1.1 Effective date: 2026-08-26 Last updated: 2026-08-26

1. Scope

This policy describes support and updates supplied by AXIOMYX LIMITED, NZBN 9429052870873, New Zealand Companies Office company number 9345215, status Registered, for Axiomyx Personal, Business, and Enterprise. It is not a managed-service or availability SLA.

Support contact: av@axiomyx.tech.

2. Personal support

Personal Free and Premium include:

• email support on a best-efforts basis;
• installation guidance for supported Apple and Microsoft store releases;
• Free-plan, Premium entitlement and product assistance;
• access to release documentation;
• reasonable defect triage; and
• compatible releases and updates made available through the relevant platform store.

Premium billing, cancellation, and refund processing are generally handled by the relevant Apple or Microsoft store.

Personal support is best-efforts. No binding initial-response or resolution time is approved. Axiomyx may prioritise security, activation, data-access, and widespread defects, but resolution depends on reproducibility, severity, customer environment, and third parties.

3. Business support

An active Business subscription includes:

• email support on a best-efforts basis;
• installation and activation assistance;
• guidance on documented deployment configuration for customer-managed PostgreSQL, OIDC, and HTTPS issuer validation;
• defect triage and release documentation;
• security notices through the customer contact channel; and
• the current release and updates while the subscription is active.

No binding initial-response, restoration, workaround, or resolution time is approved. Business support does not operate or administer the Customer's production or non-production environment.

4. Enterprise support

Enterprise evaluation, support channels, service hours, incident severity, response targets, deployment assistance, offline licensing, and any service credits are negotiated in a written order. Personal and Business policy wording must not be treated as an Enterprise SLA.

5. Updates and supported releases

Personal Free and Premium receive compatible updates made available through the relevant platform store. An active paid Business subscription includes new releases and security updates while the subscription is active. Business supported-release requirements are stated in the applicable release documentation.

Customers are responsible for reviewing release notes, maintaining backups, testing changes, and applying relevant updates. Axiomyx does not promise automatic upgrades or management of customer infrastructure.

When Premium ends, Personal reverts to the 500 MB Free allowance and continues to receive compatible Personal updates made available through the platform store. When a paid Business subscription ends, the Customer may continue using the last release fully paid for and validly activated within its purchased limits. Future Business releases, security updates, support, and additional installations or Deployments are not included. Fresh Business reactivation after expiry may require support.

6. Support boundaries

Support does not include, unless separately agreed:

• operation of Customer infrastructure, networks, identity providers, databases, backups, endpoints, or disaster recovery;
• administration of customer-selected model providers or connectors;
• custom development, data migration, model evaluation, legal review, or compliance certification;
• correction of unsupported modifications or use outside documented limits;
• recovery of secrets, data, or backups the Customer failed to protect; or
• continuous monitoring or round-the-clock response.

Axiomyx will still investigate whether a reported issue originates in the Software and will not reject a valid statutory remedy merely because a third-party system is involved.

Axiomyx normally investigates and remedies Software defects without accessing Customer operational data. Remedies may include guidance, patches, updated packages, corrected releases, replacement, or refunds where required by applicable law.

7. Requesting support

A useful request includes the tier, release identifier, operating environment, installation or Deployment kind, reproducible steps, expected and observed behaviour, and configuration information. Support may rely on synthetic or minimised reproductions and customer-reviewed sanitised diagnostics. Customers must remove licence keys, tokens, passwords, personal information, and unnecessary Customer Data.

Axiomyx may request additional information proportionate to the issue. Any remote access or transfer of Customer Data requires separate, informed agreement and appropriate safeguards.

8. Security reports and notices

Suspected vulnerabilities or credential exposure should be reported to av@axiomyx.tech. Customers should not include exploit details in a public channel.

Axiomyx assesses security reports, identifies affected customers where reasonably possible, and communicates material issues through appropriate channels. Privacy-breach notification obligations remain governed by law.

9. Changes

Axiomyx may change Free support prospectively or paid support for future purchases or renewal periods after appropriate notice. A change does not remove support already purchased for a current paid period or override non-excludable rights.