Support Policy
This Support Policy explains how Customers and their Authorized Users get help with the Service from Helios Cloud Suite LLC ("Helios", "we"). It forms part of the Agreement, together with the Terms of Service and the Service Level Agreement. The Service Level Agreement sets out an uptime commitment for the Business and Enterprise plans; it makes no commitment on support response times. The response times in section 5 are targets, not guarantees.
1. Who can get support
The pricing page currently shows support from the Helios team as included on the Premium, Business and Enterprise plans, and not included on the Basic and Standard plans.
On the Basic and Standard plans, a person at Helios handles support requests about billing, account access and outages; other requests are answered only by the AI support assistant, where it is switched on for the Customer's organisation (see section 6).
Any Authorized User may open a support request.
2. How to contact support
On every plan that includes support, Authorized Users can contact support by email to support@helioscloudsuite.com or by opening a ticket in the Service. Helios will also offer support by phone to Enterprise Customers.
3. Support hours
Support hours are Monday to Friday, 9:00 to 17:00 US Eastern Time. Helios will handle Severity 1 requests on the Enterprise plan 24 hours a day, 7 days a week.
4. Severity levels
Each support request is given a severity level based on its impact on the Customer's use of the Service:
- Severity 1: the Service is down.
- Severity 2: a major feature of the Service is impaired.
- Severity 3: a minor issue.
- Severity 4: a question.
The Customer proposes a severity level when opening a request. Helios may change the severity level if the impact described does not match its definition.
5. Target response times
The targets below are for Helios's first response to a request, not for resolving it, and are counted during support hours (section 3). Once Helios handles Enterprise Severity 1 requests around the clock, that target will be counted around the clock too. The "Support response times" row of the comparison table on the pricing page shows the Severity 1 target for Premium, Business and Enterprise from this table, and must show the same figures if this table changes.
| Severity | Basic and Standard | Premium | Business | Enterprise |
|---|---|---|---|---|
| Severity 1 | Next business day | 8 hours | 4 hours | 1 hour |
| Severity 2 | Next business day | 1 business day | 8 hours | 4 hours |
| Severity 3 | Next business day | 2 business days | 2 business days | 1 business day |
| Severity 4 | Next business day | 3 business days | 3 business days | 2 business days |
On the Basic and Standard plans, these targets apply to the requests a person at Helios handles: billing, account access and outages (see section 1).
Target response times are goals, not guarantees, unless the Service Level Agreement says otherwise.
6. AI-assisted support
Where it is switched on for the Customer's organisation, an automated assistant built on Anthropic's Claude models reads support requests and drafts replies. Some replies are posted without a person reviewing them first. Requests on certain topics, and requests the assistant flags for a person, are passed to a member of the Helios support team instead.
To do this, the text of the request and its replies, its subject and category, and account information the assistant looks up to answer it (for example the organisation's plan, a summary of its invoices, or whether a mailbox exists) are sent to Anthropic, PBC, which processes them as a Subprocessor. Anthropic is listed in our Subprocessors List, and our Privacy Policy (section 4.1) describes the assistant and the choices available. Anthropic keeps API inputs and outputs for the period stated in its commercial terms.
Customers that have signed a Business Associate Agreement may use the AI support assistant, but must not include PHI in support tickets. The ticket form will show a warning to that effect.
7. What not to put in a support request
Support requests may be read by the automated assistant described in section 6 and by Helios staff. Do not include:
- Protected Health Information (PHI), including where your organisation has signed a Business Associate Agreement. PHI must not be included in support tickets, and the ticket form will warn Authorized Users not to include it. Helios has signed a BAA with Anthropic (signed October 1, 2026), but that does not change this rule.
- Passwords, two-factor codes, backup codes, recovery keys or other secrets.
- Full payment card numbers or bank account details.
- Other people's personal information beyond what is needed to describe the problem.
If you include any of these by mistake, tell us straight away.
8. Reaching a person and escalation
When a request is passed from the automated assistant to the support team, the requester is told: "This ticket has been passed to a member of the Helios support team."
To reach a person at any time, email support@helioscloudsuite.com directly.
9. Languages
Support is provided in English only.
10. What support does not cover
Support covers the Service as Helios provides it. It does not cover:
- hardware, operating systems, browsers, networks or software that Helios does not provide;
- services run by third parties, including the Customer's own domain registrar or DNS provider;
- custom development, integrations or scripts written by or for the Customer;
- training end users beyond the published help material;
- moving data into the Service from another provider (see Professional Services).
11. Support records
Helios keeps a record of each support request and its replies. Helios will delete a Customer's support requests and their replies when the Customer's data is purged. Our Data Retention & Deletion Policy describes how Customer Data is kept and deleted.
12. Changes to this policy
Helios may update this policy. Changes take effect for an existing Subscription at the start of its next renewal term. Each version shows its "Last updated" date at the top of this page.