Legal
Last Updated: August 1, 2026
GENERAL
This Support Program is subject to the Alchemy Cloud Terms of Service set forth at https://www.alchemy.cloud/legal/saas-terms-of-service or, if Customer and Alchemy have separately negotiated and executed an agreement for the Alchemy Cloud Services or Alchemy Cloud Software, such separate agreement (the Terms of Service or such separate agreement, as applicable, referred to herein as the “Alchemy Terms”). All defined terms used herein shall have the meaning accorded to such terms in the Alchemy Terms unless expressly otherwise defined herein.
During a Customer’s paid subscription to Alchemy Cloud Services and/or Alchemy Cloud Software, the support entitlements made available by Alchemy to Customer under this Support Program are provided at no additional charge. Support is available on weekdays, excluding Alchemy holidays, during Alchemy’s Standard Support Hours. Alchemy’s Standard Support Hours are: Monday through Friday 8am to 1am CET.
Support does not include on-site technical support, training, professional services or related out-of-pocket expenses or support for free trial or beta versions of the Alchemy Cloud Services or Alchemy Cloud Software and expressly excludes the items listed under “Excluded Items” below. For Customers that have subscribed to Alchemy Cloud Software, support does not include installing Updates or assistance with managing or resolving issues with Customer’s environment or infrastructure in which Customer has deployed the Alchemy Cloud Software.
An Alchemy Customer Support representative will use commercially reasonable efforts to respond to Customer and will use commercially reasonable efforts to promptly resolve each case submitted by Customer in accordance with this Support Program. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Alchemy’s reasonable determination.
Alchemy may use technical information provided by Customer and its Users in connection with cases submitted by Customer and its Users, including for product support and development. As part of resolving cases, Alchemy may make available bug lists, planned feature lists, and other supplemental materials, all of which are Confidential Information of Alchemy and for which Alchemy makes no representations or warranties of any kind.
SUBMITTING A CASE
Customer may log a case with Alchemy through Alchemy's online support portal, currently accessible at support.alchemy.cloud, or through such other support channel as Alchemy may designate from time to time. Upon case submission, Customer will be asked to provide its company name, contact information for the User submitting the case, and case details. Alchemy Customer Support will assign each case with a unique case number.
REPRODUCING ERRORS
Alchemy must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Alchemy to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to Customer’s approval on a case-by-case basis, Customer or its Users may be asked to provide remote access to the Customer’s Alchemy account and/or Customer’s environment for troubleshooting purposes.
SEVERITY LEVELS
Reproducible errors that cannot promptly be resolved will be escalated to higher tiers within Alchemy Customer Support for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level, as follows:
* Target Response Times are measured during Standard Support Hours only.
EXCLUDED ITEMS
The Support Program does not include any of the following:
CHANGES TO SUPPORT PROGRAM
Alchemy may change this Support Program from time to time in its sole discretion; provided that any reductions in support entitlements will not take effect until the renewal of Customer’s then-current subscription to the Alchemy Cloud Services or Alchemy Cloud Software.
CUSTOMER OBLIGATIONS
