Legal Information
Strategy AI Support Policy
Last updated effective August 22, 2024
Technical Support
Our Strategy AI technical support team is here to assist with product purchases and technical difficulties solely related to the product features explicitly promoted on the Strategy AI site and as outlined in our official help documentation.
We disclaim any responsibility for hardware, browsers, and systems that do not meet our specified technical requirements. While we are committed to providing support, Strategy AI shall not be liable for issues outside our control, including but not limited to user error, issues we are unable to reproduce, and third-party hardware or software not provided by Strategy AI.
We can’t help with hardware and systems that don’t meet our technical specifications. And while we’re happy to help, we can’t be responsible for issues outside our control such as user error, problems we are unable to reproduce, and third-party hardware/software.
Strategy AI will have no obligation to provide support services with respect to any: (a) support issues arising out of or related to a breach of the Strategy AI Terms of Service; (b) support issues outside of Strategy AI’s control; (c) enhancement requests; (d) support issues that are the customer’s responsibility, as outlined in the Strategy AI Terms of Service; (e) support issues caused by modifications, alterations, or configurations made by the customer or any third party not authorized by Strategy AI; or (f) support issues arising out of any non-Strategy AI-supplied feature(s), program(s), device(s), and/or data.
Customer Obligations
We want to help you resolve your issue as quickly as possible. To help us reproduce, diagnose, and troubleshoot your issue, when you request support, we might ask you to provide any or all of the following:
1. Your organization name and contact information
2. Your Strategy AI username
3. The browser in which Strategy AI is running
4. A reasonably detailed description of the incident or request
5. Error messages or other notifications generated by the system
6. A test case or instructions to demonstrate the issue
It’s our mission to treat you with respect, and we expect the same in return when communicating with our employees. Any use of abusive or threatening language may result in an immediate denial of support services. In the event of continued abusive behavior, Strategy AI reserves the right to permanently withdraw support services without any further obligation to you.
Strategy AI’s obligation to provide support services is conditioned on the customer: (a) paying all applicable fees to Strategy AI when due; (b) having valid access to the Services; (c) providing Strategy AI with all reasonable assistance and providing Strategy AI with data, information and materials as that are reasonably necessary; (d) procuring, installing and maintaining all equipment, communication interfaces, and other hardware and software necessary to access the Service; and (e) providing appropriate contact information for all authorized support contacts.
Contact Methods
Need help? Contact us at support@strategy.ai.
Support Availability
Our support team is available at these support levels:
• Workday support - Our team is available to support all functions of Strategy AI, 9am to 5pm Eastern (GMT-5), Monday through Friday.
• After hours support - Limited support is available to support basic login issues and general questions about Strategy AI during weekends and U.S. holidays.
Term and Termination
Support services are provided during your free-trial period and for the duration of your active Strategy AI subscription. Support will not be provided after the termination or expiration of your subscription unless otherwise agreed in writing.