Last updated on November 20, 2025.
This Support Policy (this “Policy”) is incorporated into the agreement between Alfalfa and Customer referencing this Policy (the “Agreement”). Capitalized terms used but not defined in this Policy will be understood to have the meanings given to them in the Agreement.
Alfalfa provides support during Alfalfa’s normal business hours (9AM – 6PM Eastern Time) (“Business Hours”) each weekday, excluding Alfalfa holidays (“Business Days”).
During the Term and during Business Hours, Alfalfa will use commercially reasonable efforts to assist Customer with the resolution of Issues as set forth herein (“Support”). Customer must comply with the obligations set forth herein to be eligible to receive Support.
If Customer identifies a failure of the Services to conform to the applicable Documentation therefor (each an “Issue”), Customer will notify Alfalfa as soon as reasonably practicable by reporting the Issue by emailing Alfalfa at support@getalfalfa.com. Customer will provide Alfalfa with a reasonably detailed description of the Issue and any additional information requested by Alfalfa to enable Alfalfa to (a) troubleshoot, diagnose, and properly classify the Issue or, where applicable, (b) implement a temporary modification or change to the Service, or provide to Customer a procedure for use of the affected Service, that substantially circumvents or effectively mitigates the material adverse effects of an Issue (a “Workaround”).
Alfalfa’s Support personnel will assign a priority level (“Priority Level”) to each Issue and use commercially reasonable efforts to provide a response to each support request in accordance with the table below.
| Issue Priority Level | Issue Description | Target Response Time |
|---|---|---|
| Priority Level 1 | All material features of a Service are nonfunctional and no Workaround is available. | 2 Business Hours |
| Priority Level 2 | Some material features of a Service are functional but performance is materially degraded. | 1 Business Day |
| Priority Level 3 | All material features of the Services are functional, but User experience is materially adversely affected. | 5 Business Days |
| Priority Level 4 | No material impact on the functionality of a Service. This includes non-critical requests related to the Service, such as a suggestion or request for enhancement or a how-to question. | 10 Business Days |
Alfalfa will have no obligation to provide Support to the extent an Issue arises from: (a) use of the Service, including, without limitation, in a manner not consistent with the Documentation or specifications; (b) use in conjunction with systems, products or components not reasonably anticipated to be used with the Service or part thereof; (c) modifications to the Service that were neither made by or authorized by Alfalfa; (d) Third-Party Platforms or other third-party systems; or (e) Trials and Betas or other free or evaluation use.
For questions or concerns, contact us at:
support@getalfalfa.com