Support Policy
This Support Policy (“Policy”) governs the use of Services provided by the Invideo entity identified in the applicable Order Form (“Invideo”) to the customer identified in that Order Form (“Customer”).
It is incorporated by reference into the Master Services Agreement (“MSA”) and applies to all Services.
Capitalised terms used in this Policy but not defined here shall have the same meaning as ascribed to them in the MSA.
1. Scope of Support
1.1 What Is Covered. Invideo support services cover the following:
1.1.1 Troubleshooting defects, errors, and unexpected behavior in the core Services;
1.1.2 Guidance on using platform features and functionality documented in the Agreement;
1.1.3 Assistance with account management, billing queries, and subscription changes;
1.1.4 API usage questions and integration guidance;
1.1.5 Bug reporting, triage, and escalation to the engineering team;
1.1.6 Onboarding assistance for new subscribers (scope depends on plan tier); and
1.1.7 Security incident reporting and initial response coordination.
2. What Is Not Covered
2.1 The following are outside the scope of standard support and may require a separate SOW or Professional Services engagement:
2.1.1 Custom development, feature development, or code writing for Customer’s systems;
2.1.2 Support for Third-Party Products, integrations, or tools not provided by Invideo;
2.1.3 Issues caused by Customer’s modifications to Outputs, templates, or integrations;
2.1.4 On-site visits or in-person support (unless agreed in a separate SOW);
2.1.5 Support for beta services, trial services, or freemium services (provided on a best-efforts basis only);
2.1.6 Training or consulting services beyond basic onboarding (available as Professional Services);
2.1.7 Support for environments or configurations not meeting the published system requirements;
2.1.8 Issues arising from Customer’s violation of the AUP, MSA, or applicable laws
3. Support Tiers
Invideo offers three support tiers corresponding to subscription plans. The applicable tier is specified in the Customer’s Order Form.
| Feature | Enterprise/ Dedicated |
| Eligible Plans | Enterprise |
| Support Channels | Email, Live Chat, Phone, Dedicated CSM |
| Support Hours | 24 x 7 for P1 & P2; business hours for P3-P4 |
| P1 Initial Response | 1 hour |
| P2 Initial Response | 4 hours |
| P3 Initial Response | 1 business day |
| P4 Initial Response | 2 business days |
| Dedicated CSM | Named Dedicated CSM |
| Quarterly Business Review | Yes - quarterly |
| Onboarding Assistance | Full onboarding program |
| Emergency Hotline | Yes (P1 only) |
| Max Open Support Requests | Unlimited + priority queue |
Note: ‘Business hours’ means Monday through Friday, excluding public holidays in India and Singapore, between 9:00 AM and 6:00 PM IST, unless otherwise specified for the applicable tier.
4. Incident Severity Levels
All support requests are assigned a severity level (Priority) based on the business impact of the issue. Customers should assign the appropriate severity when submitting a support request. Invideo reserves the right to re-classify severity based on its assessment.
| Priority | Definition | Examples | Target Resolution (Enterprise) |
| P1- Critical | Complete loss of core Service functionality with no workaround available; production systems fully down | Platform inaccessible; all video generation failing; critical data loss; security breach in progress | 4 hours (workaround); 24 hours (resolution) |
| P2- High | Major feature or functionality impaired; significant performance degradation; workaround is difficult or incomplete | AI generation producing errors for >50% of requests; exports failing; billing system errors; slow rendering impacting production | 8 hours (workaround); 3 business days (resolution) |
| P3- Medium | Non-critical feature impaired or degraded; workaround available with moderate effort | Minor UI bugs, specific template not loading; analytics data delayed; non-critical API endpoint issues | 2 business days (workaround); 10 business days (resolution) |
| P4- Low | Minor issue with minimal business impact; cosmetic or informational; feature enhancement requests | Typos in UI; minor display glitches; general how-to questions; documentation requests | 5 business days (acknowledgement); roadmap consideration |
Resolution targets are indicative service goals, not guarantees, and may be affected by complexity, third-party dependencies, or factors outside Invideo’s control. For SLA-backed resolution commitments, refer to the Service Level Agreement. Resolution targets do not apply to Customer-caused incidents, 3rd-party services, force majeure, or maintenance.
5. Submitting a Support Request
5.1 Support Channels.
| Help Center / Knowledge Base | https://help.invideo.io - self-service articles, FAQs, tutorials, and troubleshooting guides available 24/7 to all plans |
| Email Support | support.enterprise@invideo.io - for all plans |
| Live Chat | Available within the platform for Priority and Enterprise plans during support hours |
| Phone/ Emergency Hotline | Provided to Enterprise customers via their dedicated CSM; for P1 emergencies only |
| Dedicated CSM | Enterprise customers may escalate directly to their named Customer Success Manager for strategic issues |
5.2 Information to Include in a Support Request. To ensure efficient resolution, please include the following when submitting a support request:
5.2.1 Account name and registered email address
5.2.2 Description of the issue - what you were trying to do, what happened, and what you expected to happen
5.2.3 Steps to reproduce the issue
5.2.4 Severity level (P1-P4) and business impact
5.2.5 Error messages, screenshots, screen recordings, or log files (where available)
5.2.6 Browser/OS/device information (for UI issues)
5.2.7 API request/response details including request IDs (for API issues)
5.2.8 Time and date when the issue first occurred
5.2.9 Frequency - is it consistent or intermittent?
5.2.10 Any recent changes to your environment, configuration, or integrations
6. Escalation Procedure
6.1 Customer-Initiated Escalation. If a customer believes that an issue is not being resolved with appropriate urgency or quality, the following escalation path is available:
| Escalation Level | Action | Contact |
| Level 1 - Support Team | Initial triage and handling by the assigned support engineer | support.enterprise@invideo.io |
| Level 2 - Support Manager | Request escalation to Support Manager if SLA breached or response inadequate | Request escalation |
| Level 3 - CSM / Account Mgr | Enterprise: escalate to Dedicated CSM; Priority: escalate to Shared CSM | Via dedicated CSM contact |
| Level 4- Executive Sponsor | For unresolved critical P1 issues impacting business continuity after Level 3 | sid@invideo.io |
Escalations should include: original reference, escalation justification, business impact, and actions taken to date.
6.2 Invideo Initiated Escalation. Invideo may escalate issue internally in the following circumstances:
6.2.1 P1 incidents that remain unresolved after 2 hours - automatic escalation to engineering leadership
6.2.2 Security incidents - immediate escalation to the Security team and CISO
6.2.3 Issues affecting multiple customers simultaneously - escalated to the incident management team
6.2.4 Compliance or legal risk identified - escalated to the Legal and Compliance team
7. Planned & Emergency Maintenance
7.1 Scheduled Maintenance.
| Standard Window | Not applicable (subject to change with notice) |
| Notice Period | 72 hours minimum |
| Notification Channel | Email to Account Owners in-app banner |
| Impact | Services may be partially or fully unavailable during scheduled maintenance windows |
7.2 Emergency Maintenance. Emergency maintenance may be required to address critical security vulnerabilities, data integrity risks, or infrastructure failures. In such cases:
7.2.1 Invideo will notify Customers as soon as practically possible (before or during the maintenance window)
7.2.2 Notification will be sent via email and the status page
7.2.3 Emergency maintenance is excluded from SLA downtime calculations
7.2.4 A post-incident communication will be issued within 24 hours describing the cause, actions taken, and preventive measures
8. Customer Responsibilities
To enable effective support, Customers are expected to:
8.1 Designate a primary technical contact (‘Customer Technical Contact’) who will liaise with Invideo support;
8.2 Ensure Authorized Users are trained on the Services and have reviewed the Documentation before raising support requests;
8.3 Provide accurate, complete, and timely information when submitting and responding to support requests;
8.4 Respond to information requests from the support team within 5 business days; failure to respond may result in request closure;
8.5 Maintain up-to-date contact information in the Account;
8.6 Implement reasonable workarounds recommended by Invideo while a permanent resolution is in progress
8.7 Notify Invideo promptly of any security incidents, suspected data breaches, or AUP violations; and
8.8 Ensure that integration environments meet the minimum technical requirements documented in the Documentation.
9. Support Metrics & Reporting
Invideo tracks the following metrics to ensure quality support delivery:
| Metric | Definition | Target |
| First Response Rate | Percentage of issues responded to within SLA | > 95% |
| Resolution within SLA | Percentage of issues resolved within target resolution time | > 90% |
| Customer Satisfaction (CSAT) | Post-resolution satisfaction score (1-5 scale) | > 4.2 / 5.0 |
| First Contact Resolution | Percentage of P3/P4 issues resolved in a single interaction | > 70% |
| Re-open Rate | Percentage of resolved issues re-opened within 10 business days | < 10% |
| Mean Time to Resolve (MTTR) | Average time from issue submission to resolution (P1/P2) | Reported monthly |
Enterprise Customers may ask for a monthly Support Performance Report from their Account Manager, including metric summaries, open issue status, and trend analysis.
10. Feedback & Complaints
Invideo values feedback on support quality. Customers may:
10.1 Rate any resolved issue via the satisfaction survey sent upon closure
10.2 Submit formal complaints about support quality to: sid@invideo.io
10.3 Escalate unresolved complaints through the escalation path in Section 6
Invideo will acknowledge formal complaints within 2 business days and provide a resolution or action plan within 10 business days.
11. Policy Updates
Invideo may update this Support Policy from time to time. Material changes will be communicated with at least 30 days’ notice via email and in-app notification. Continued use of the Services following the effective date constitutes acceptance of the revised Policy.
Contact for support-related queries: support.enterprise@invideo.io