Support policy

Baseline support accepts installation, licensing, reproducible defect, security, and documentation reports for official CoreVQ Suite packages on supported systems. A written order may add service levels, contacts, or deliverables and controls where it conflicts with this baseline.

Baseline support has no guaranteed response or resolution time and excludes custom integration, media repair, score calibration, workflow consulting, forensic analysis, and an SDK that has not been released. It covers unmodified official CoreVQ packages in documented configurations. Issues caused by modified binaries, replaced dependencies, unsupported systems, unavailable network services, customer media rights, or third-party systems may be outside scope.

Include the product version and package name, operating system and architecture, artifact checksum, workflow and configuration, concise reproduction steps, expected and observed behavior, and relevant redacted logs or exports.

Do not send confidential media, credentials, signed URLs, license secrets, or personal information without an approved transfer method. A redistributable minimal reproduction is preferred when the original media is unnecessary.

The support team may acknowledge a report, request information, provide a workaround, schedule it for a maintenance release, or determine that it is outside product scope. Submission does not guarantee a fix, feature, release date, or compatibility change. Security reports should not be publicly disclosed before the support team has had a reasonable opportunity to investigate.

The team identifies supported versions and platforms on the release page. A maintenance release may replace an earlier build. Evaluation and no-fee access include no maintenance or lifecycle commitment unless a license record states otherwise.

Product support contact opens with the official release.