Last updated: February 7, 2026
This Support Policy describes the support services available to Geol.ai customers with an active paid subscription. Capitalized terms not defined herein have the meanings set forth in the Master Subscription Agreement available at /terms.
Geol.ai provides support during Business Hours, defined as 9:00 AM to 6:00 PM Eastern Time, Monday through Friday, excluding United States federal holidays ("Business Days"). Support requests received outside of Business Hours will be addressed on the next Business Day.
During the subscription term and during Business Hours, Geol.ai will use commercially reasonable efforts to assist customers with the resolution of issues related to the Geol.ai platform ("Issues"). Support includes assistance with platform functionality, account configuration, and troubleshooting of reported problems.
Customers may report Issues by emailing hello@geol.ai. To help Geol.ai investigate and resolve the Issue efficiently, please include:
Geol.ai classifies Issues by priority level and targets the following response times:
| Priority Level | Description | Target Response Time |
|---|---|---|
| P1 | All material features of the platform are nonfunctional with no available workaround | 2 Business Hours |
| P2 | Material features are functional but performance is significantly degraded | 1 Business Day |
| P3 | All features are functional but user experience is adversely affected | 5 Business Days |
| P4 | Minor issue, cosmetic defect, or feature request | 10 Business Days |
Response times are targets and not guarantees. Geol.ai reserves the right to reclassify Issue priority based on its assessment of the Issue's impact and severity.
Geol.ai's support obligations do not extend to Issues arising from: