Support & Availability Policy

This Support & Availability Policy (the "Support Policy") is published by 403 Finance, Inc., a Delaware corporation ("403 Finance," "we," "us," or "our"), and describes the support channels, first-response targets, and operational availability target for Transmute (the "Service"). Capitalized terms used but not defined in this Support Policy have the meanings given to them in our Terms of Service (the "Terms").

1. Nature of This Policy

(a) Operational targets only. This Support Policy states our operational targets and current practices. It is not a warranty, a service-level agreement, or a guarantee of any kind, and it does not create any binding commitment as to availability or response time.

(b) No service credits. No service credits, refunds, or other remedies arise under this Support Policy. Credit-bearing service-level agreements are available only under a separately negotiated Enterprise agreement, as described below and in the Terms.

(c) Statutory rights unaffected. Nothing in this Support Policy excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded, restricted, or modified. To the extent any such non-waivable right applies to you, this Support Policy applies only to the extent permitted by that law.

2. Availability Target

(a) 99.9% monthly target. We aim for the API component of the Service to be available at least 99.9% of each calendar month, measured by our own monitoring, and excluding scheduled and emergency maintenance and the exclusions in Section 6. This figure is a target only. It is expressly non-binding, is not a warranty or guarantee, and does not entitle you to service credits.

(b) Status page. A public status page is planned. When it is live, this policy will link it, and we will publish availability and incident information there.

3. Support Channels and Hours

(a) Email support. We provide support by email at support@403fin.io. This is our primary support channel for all self-serve Plans.

(b) Business hours. We provide support during business hours, which are Monday through Friday, 09:00–17:00 UTC, excluding holidays we publish from time to time. Requests received outside business hours are treated as received at the start of the next business day.

4. Support Tiers and First-Response Targets

(a) First-response targets by Plan. The first-response targets below apply during business hours and are measured from our receipt of a complete support request. They are targets, not commitments.

(b) Enterprise. Credit-bearing service-level agreements exist only under a separately negotiated Enterprise agreement. Where you have such an agreement, its support and availability terms control to the extent of any conflict with this Support Policy.

(c) Response is not resolution. A first response acknowledges your request and begins our work on it. It is not a commitment to resolve the issue within any particular time, and the targets in this Section apply to first response only.

(d) Security incidents are prioritized for everyone. Suspected security breaches and credential compromise are prioritized ahead of the tiered targets above for all customers, regardless of Plan. Report a security incident to security@403fin.io as described in Section 5.

5. Severity Definitions

(a) Severity levels. We classify support requests by severity to prioritize our response. The first-response targets in Section 4 apply to first response at each severity.

• (i) S1 — Critical. The Service is unavailable, or there is a suspected security breach or credential compromise.
• (ii) S2 — High. A core function of the Service is materially degraded and there is no reasonable workaround.
• (iii) S3 — Medium. A function is degraded, but a reasonable workaround is available.
• (iv) S4 — Low. A general question, documentation request, or cosmetic issue.

(b) Security reporting. For any S1 involving suspected security breach or credential compromise, contact security@403fin.io without delay so that we can prioritize it ahead of tier.

6. Maintenance and Exclusions

(a) Scheduled maintenance. We perform scheduled maintenance from time to time and will announce it in advance where practicable. Scheduled maintenance is excluded from the availability target.

(b) Emergency maintenance. We may perform emergency maintenance without advance notice where necessary to protect the security, integrity, or stability of the Service. Emergency maintenance is excluded from the availability target.

(c) Exclusions. The availability target and the support targets do not apply to, and we are not responsible under this Support Policy for, unavailability or issues caused by: (i) your acts, omissions, systems, configurations, or misuse of the Service; (ii) third-party or upstream services, networks, or infrastructure beyond our reasonable control; (iii) force majeure events; (iv) beta, preview, or experimental features; or (v) self-hosted or on-premises deployments, which are governed by the support exhibit to their own agreement rather than by this Support Policy.

7. Changes to This Policy

We may update this Support Policy from time to time. Material adverse changes are subject to the same mechanics as the Terms: we will provide at least thirty (30) days' advance notice by email to your account address and through the dashboard before the change takes effect, and your continued use of the Service after the change takes effect constitutes your acceptance of it. Non-material changes take effect when we post the updated document, and we will update the "Last updated" date accordingly.

Change History

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