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πŸ“œ Customer Support Service Level Agreement (SLA)

Trade Name: Codex AI
Effective Date: 3/3/26

This Customer Support Service Level Agreement (β€œSLA”) outlines the support standards and response commitments provided by Codex AI for products and services purchased through our website.

1. Scope of Support

This SLA applies to:

  • Physical product orders

  • Digital product purchases (e-books, downloadable content)

  • Billing and payment inquiries

  • Account-related issues

This SLA does not apply to:

  • Third-party platform outages (e.g., payment processors, hosting providers)

  • Carrier shipping delays

  • User device or software compatibility issues outside stated product requirements

2. Support Channels

Customers may contact Codex AI through the following official channels:

Email: support@codexai.biz
Phone: (575) 203-1281
Website Chatbot: Available via live chat on our website

All requests must include sufficient identifying information, including:

  • Full name

  • Order number (if applicable)

  • Description of the issue

  • Supporting documentation (e.g., screenshots, photos)

Incomplete requests may delay resolution timelines.

3. Chatbot Support Terms

Our website chatbot is available 24/7 for general inquiries, order status checks, and basic troubleshooting.

Please note:

  • The chatbot provides automated responses and may not resolve complex issues.

  • For advanced matters (refund reviews, damaged item claims, billing disputes), escalation to email or phone support may be required.

  • Chatbot conversations may be logged for quality assurance and service improvement purposes.

Escalated chatbot inquiries will follow standard email response time objectives outlined below.

4. Service Hours

Standard Live Support Hours (Email & Phone):
Monday – Friday
9:00 AM – 5:00 PM Mountain Standard Time (MST)
Excluding U.S. federal holidays

Requests submitted outside support hours will be logged and addressed during the next business period.

Chatbot support remains available outside standard service hours.

5. Response Time Objectives

Codex AI operates under the following response time objectives (RTOs):

Email Support

  • Initial response within 24–48 business hours

Phone Support

  • Calls returned within 1–2 business days, if voicemail is left with required details

Chatbot Escalations

  • Escalated requests will receive follow-up within 24–48 business hours

These response times are targets, not guarantees, and may vary during peak periods.

6. Resolution Targets

Issue Type Target Resolution Time
Order status inquiries 1–2 business days
Digital download access issues 1 business day
Damaged/incorrect physical items 3–5 business days
Refund reviews 5–10 business days after inspection

Some matters requiring third-party verification (e.g., shipping carriers, payment processors) may extend beyond these targets.

7. Ticket Handling Policy

  • Requests are handled in chronological order of receipt.

  • Duplicate inquiries regarding the same issue may reset queue priority.

  • Codex AI reserves the right to consolidate related tickets.

  • Escalations are handled at management discretion.

8. Customer Responsibilities

Customers agree to:

  • Provide accurate and complete information

  • Respond promptly to requests for additional documentation

  • Maintain respectful and professional communication

Failure to comply may delay or limit support services.

9. Exclusions & Limitations

Codex AI is not liable for:

  • Delays caused by shipping carriers

  • Third-party service outages

  • User-side technical misconfigurations

  • Incompatibility with unsupported devices or software

All digital products are licensed for personal use only and are delivered β€œas is.”

10. Modification of SLA

Codex AI reserves the right to modify this SLA at any time. Updates take effect immediately upon publication on our website.