1.Relationship to Master Terms
These Support Portal Product Terms supplement the Altores Terms of Use. The master terms govern your use of Altores services generally. In the event of any conflict between these product-specific terms and the master terms, these Support Portal terms prevail with respect to the Support Portal product only.
2.Usage Limits
- Credits-Based System: Support Portal operates on a credits-based system. One (1) credit equals one (1) AI interaction.
- Monthly Allocation: Your plan includes a monthly allocation of credits.
- Overages: Usage beyond your allocation is billed per credit at the applicable overage rate.
- Rollover: Unused credits do not roll over to subsequent months unless otherwise agreed in writing.
3.Credit System
- Consumption: Credits are consumed per AI interaction. Human-escalated conversations do not consume credits.
- Volume Discounts: Volume discounts may be available depending on your usage tier.
- Calculator: Use our credits calculator to estimate your credit needs.
4.Service Level Agreement
- Uptime: We target 99.9% uptime, excluding scheduled maintenance.
- Maintenance: Scheduled maintenance is performed with at least 48 hours advance notice where practicable.
- Support Response Times: Critical issues, 4 hours; High priority, 8 hours; Normal: 24 hours.
5.Data Handling
- Privacy Policy: Data processed through Support Portal is handled in accordance with our Privacy Policy.
- Chat Logs: Chat logs are retained per your client agreement.
- Default Retention: Default retention for chat logs is 12 months.
- Deletion: Deletion requests are processed within 30 days.
6.Product-Specific Restrictions
- No Reselling: You may not resell or sublicense Support Portal access.
- Rate Limits: You may not circumvent rate limits or usage controls.
- Competing Products: You may not use Support Portal to build or operate competing products.
- API Fair Use: Our API fair use policy applies to all API access.
7.Contact
For questions about these Support Portal Product Terms, please contact us:
- Address: Altores, 4-6 Avenue Albert II, MonacoTech, 98000 Monaco
- Email: general@altores.app