Last Updated: 6th March 2026
This Support Policy outlines the support services provided by CoreNeural (“CoreNeural”, “we”, “our”, or “us”) to customers using the CoreNeural platform and related services (the “Services”).
Our goal is to ensure that customers receive reliable assistance and timely resolution of issues to maintain a smooth and secure experience while using the platform.
CoreNeural provides support to help customers effectively use the platform and address technical issues that may arise while using our services.
Support may include assistance with:
Support services are intended to help customers resolve issues related to the CoreNeural platform and ensure proper system functionality.
Customers may contact the CoreNeural support team through the following channels:
Support requests submitted via email should include sufficient information to help our team understand and resolve the issue efficiently, such as:
Providing detailed information helps our support team respond more quickly and accurately.
CoreNeural provides support during the following hours:
Support requests received outside of these hours will be addressed during the next business day.
Customers with enterprise agreements may receive extended or priority support depending on the terms of their service plan.
To ensure timely resolution of issues, support requests may be categorized based on priority and impact.
Issues that significantly affect platform availability or prevent users from accessing core services. Examples may include:
CoreNeural will prioritize investigation and resolution of critical issues as quickly as possible.
Issues that affect major platform functionality but do not completely prevent access to the service. Examples may include:
These issues are handled with high priority by the support team.
Issues that affect specific features or workflows but have available workarounds. Examples may include:
These issues are addressed as part of standard support operations.
General inquiries, feature guidance, or minor issues that do not significantly affect platform usage. Examples may include:
CoreNeural aims to respond to support requests promptly and provide updates as issues are investigated and resolved. While response times may vary depending on the nature of the issue and request volume, our team strives to:
Some issues may require additional investigation or collaboration with engineering teams before resolution.
Customers can help ensure faster support by:
Customers are responsible for maintaining secure access credentials and managing internal user permissions within their organization.
CoreNeural may periodically perform scheduled maintenance to improve platform performance, reliability, and security. When possible, we will provide advance notice of scheduled maintenance that may temporarily affect service availability.
Emergency maintenance may be performed when necessary to address security concerns or critical system issues.
CoreNeural continuously evaluates support processes and customer feedback to improve the quality of our services. We aim to maintain a responsive and helpful support experience that enables organizations to fully benefit from the CoreNeural platform.
For support inquiries or assistance with the CoreNeural platform, please contact:
Email: support@coreneural.ai
Our support team will review your request and respond as soon as possible.
