Support Escalation Templates

Use these templates to route issues quickly and preserve the evidence needed to resolve them. Do not include raw API keys, passwords, private keys, payment card numbers, or sensitive customer data.

• Billing dispute: account email, Stripe receipt/invoice ID, charge date, amount, plan, expected outcome, and screenshots of the checkout or billing portal if relevant.
• Refund dispute: account email, purchase date, plan, reason, applicable legal basis if any, and proof of duplicate charge or billing error.
• Copyright complaint: use the DMCA policy requirements, include the copyrighted work, allegedly infringing OMEGA-hosted material, good-faith statement, and authority to act.
• Account termination: account email, the plan on the account, reason, requested effective date, and export/deletion request if applicable.
• Vulnerability report: affected URL/app version, steps to reproduce, impact, proof of concept, affected account if any, and whether public disclosure is planned.
• Law-enforcement request: agency, case number, legal process, requested data, deadline, contact information, and service method. OMEGA cannot provide local customer data it does not possess.

Submit billing/support issues through Support, security reports through Vulnerability Disclosure, and legal/copyright/law-enforcement requests through Legal Contact.

Omega AI Systems, Inc. is founder-led. Every plan includes OMEGA's built-in AI support and Diagnostics, available in-app at all hours and powered by the model the user has selected; the targets below apply to the human channels. Requests submitted through the channels above are handled directly by the company rather than by an outsourced support organization. Response targets by plan are:

• Core (free): community support through published help articles and community resources. The escalation channels above remain available on every plan, including Core, for billing, account, security, privacy, and legal matters.
• Pro: email support, typically answered within one business day.
• Lifetime: the same email support as Pro, typically answered within one business day.
• Team: email support with priority handling, ordered ahead of standard requests.
• Enterprise: 24/7/365 support as set out in the applicable Enterprise agreement.
• Privacy and legal inquiries (any plan): within 5 business days, consistent with the Terms of Service and Privacy Policy.

These targets are good-faith service goals, not contractual service levels. Except where a separately executed agreement (for example, an Enterprise agreement) provides otherwise, no response time is guaranteed, and nothing in this page modifies the Terms of Service.