Support and Maintenance Policy

Operant's monthly retainer includes ongoing hosting and monitoring of all configured workflows, minor adjustments to automation logic or messaging copy (up to 30 minutes per month), and email-based support with a response time target of 1 to 2 business days.

The following are not included in the monthly retainer and will be quoted separately:

• New feature development or significant workflow changes
• Migration to a new phone number or platform
• Rebuilding automations following Client-initiated changes to connected accounts
• Support required due to Client error, unauthorized modifications, or third-party platform changes

Operant targets the following response times for support requests submitted to [email protected]:

• General inquiries: 1 to 2 business days
• Service outages affecting live automations: same business day where possible

Response times are targets and not guarantees. Operant is not liable for delays caused by third-party platform outages.

Operant may perform scheduled maintenance that temporarily affects service availability. Operant will provide reasonable advance notice for planned maintenance windows where possible.

Certain services depend on third-party platforms including but not limited to Twilio, Meta (Instagram), and others. Operant is not responsible for outages, policy changes, or feature deprecations by third-party providers. Operant will make reasonable efforts to notify Client and identify workarounds in the event of a material third-party disruption.

Support obligations apply only to services and integrations included in Client's active Service Package. Third-party support limitations apply to any enabled features.

Operant reserves the right to suspend support and maintenance services on accounts with past-due balances until payment is received. Suspended accounts may be subject to a reactivation fee upon reinstatement.