Support Terms

Support Terms

Effective Date: May 10, 2026 Document Version: May 2026 Legally Binding Original Language: English

These Support Terms are incorporated into and form an integral part of the Master Service Agreement ("MSA") between PaperOffice and Customer. Capitalized terms not defined herein shall have the meanings set forth in the MSA.

These Support Terms govern the commercial conditions for support services beyond the support scope included in Customer's Plan. They establish the time-and-materials (T&M) billing model used universally for ticket-based support, telephone and video support sessions, workshops, and consulting.

1. Scope and Purpose

1.1 Purpose

The Services involve advanced functionality including agentic workflows, large language model orchestration, MCP-based tool flows, and four hundred (400+) interoperable tools. The complexity, breadth, and probabilistic nature of these capabilities mean that the effort required to investigate and resolve a customer support request cannot reliably be predicted in advance. PaperOffice therefore charges support on a time-and-materials basis, which is the only commercially fair model for both Parties — Customer pays only for the actual time invested, and PaperOffice is not forced to absorb the unbounded effort risk inherent in agentic AI support.

1.2 Scope of these Terms

These Support Terms apply to:

(a) Ticket-based support submitted through the support portal, email, or in-product channels;

(b) Live support sessions including telephone, video conference (Zoom or equivalent), and remote screen-sharing assistance;

(c) Workshops and consulting scheduled in advance;

(d) Implementation assistance, integration assistance, and migration assistance beyond the scope of the standard Documentation and self-service resources.

1.3 What These Terms Do Not Cover

These Support Terms do not cover:

(a) Self-service resources (Documentation at https://docs.paperoffice.ai, Knowledge Base at https://portal.paperoffice.ai/paperoffice, public tutorials, webinars, and similar) which remain free of charge;

(b) Bug fixes for confirmed Defects, which are part of the Services and are not chargeable as support;

(c) Service maintenance, infrastructure operations, and feature development;

(d) Sales-related communications and pre-sales product questions;

(e) Account administration tasks performed by Customer through the self-service interface.

2. Charging Model — Time and Materials

2.1 Universal Application

All chargeable support — without exception — is billed on a time-and-materials (T&M) basis. PaperOffice does not offer flat-rate or per-incident pricing for support, because the effort required to address agentic AI and complex MCP-based workflows cannot be reliably predicted in advance.

2.2 Skill-Tier Hourly Rates

Support time is billed at one of three skill-tier hourly rates, based on the seniority and specialization required to handle the request:

The above rates are indicative and as of the Effective Date. Actual rates are published in the Price List and may be updated under Section 6.6 of the MSA. Customer-specific rates may be agreed under an Order Form for Enterprise customers, which prevail over the published rates.

2.3 Tier Assignment

The skill tier applicable to a given support request is determined by PaperOffice in its reasonable discretion based on the nature, complexity, and required expertise. Where a request escalates from L1 to L2 or L3 during handling, the time spent at each level is billed at the corresponding rate.

2.4 No Flat Rates

PaperOffice does not offer:

(a) Per-ticket flat rates;

(b) Per-incident flat rates;

(c) Fixed-price engagements for support work;

(d) Outcome-based pricing for support resolution.

This is a deliberate commercial design. Flat-rate or fixed-price models would unfairly shift the entire variance risk onto one Party — and given the high variance inherent in agentic AI support, neither Party can fairly absorb that risk. T&M is the only fair model.

2.5 Live Support — Calendar Booking

Live support sessions (telephone, video conference, workshops) are pre-scheduled via the Calendar AI booking interface and are billed in fifteen-minute (15-minute) increments. Live support sessions require advance Wallet balance sufficient for the booked duration; Customer authorizes the corresponding deduction at the time of booking. No-show or late-cancellation fees may apply as published in the Price List.

3. Time Increments and Minimum Charges

3.1 Six-Minute Increments for Tickets

Ticket-based support time is metered in six-minute increments (one-tenth of an hour, or 0.1h). This is the industry-standard increment used by professional services (legal, audit, consulting). Each commenced increment counts as a full increment.

3.2 Minimum Charge per Ticket

Each support ticket is subject to a minimum charge of two (2) increments (twelve minutes, 12 min, 0.2h). This minimum reflects the unavoidable per-ticket overhead of context loading, request comprehension, verification, response drafting, internationalization (where applicable), ticket hygiene, and quality assurance — work that is performed for every ticket regardless of the ultimate complexity of the underlying issue.

The twelve-minute minimum is mandatory and is not waivable, except as part of a Goodwill Adjustment under Section 8.

3.3 Fifteen-Minute Increments for Live Sessions

Live support sessions (telephone, video, workshops) are billed in fifteen-minute (15-minute) increments. The minimum charge for any live session is one (1) increment (fifteen minutes). Sessions extending beyond the booked duration are billed in additional fifteen-minute increments.

3.4 What Counts as Billable Time

Billable support time includes, without limitation:

(a) Reading the ticket and reviewing context (account, history, attached logs);

(b) Reproducing the reported issue;

(c) Investigating root cause (log review, configuration review, code review where relevant);

(d) Testing potential solutions and validating fixes;

(e) Drafting, translating (where required), and quality-checking the response;

(f) Internal coordination and consultation with other engineers regarding Customer's specific issue;

(g) Documenting the resolution in internal systems;

(h) Live session time (during the actual session, including setup and wrap-up).

3.5 What Does Not Count as Billable Time

Billable support time does not include:

(a) Idle waiting time during which PaperOffice is not actively working on Customer's issue;

(b) Time spent on general improvements to the Services (which is not Customer-specific);

(c) Time spent on bug fixes for confirmed Defects (Section 7);

(d) Time spent on pre-sales or sales activities.

4. Wallet Deduction and Real-Time Visibility

4.1 Currency of Charging

Support charges are denominated in Euros and converted to Credits at the standard rate of one (1) Credit equals zero point zero zero one Euros (€0.001). Charges are deducted from Customer's Wallet automatically.

4.2 Real-Time Tracking in the Support Portal

For every support ticket, the time accumulated on the ticket and the corresponding Wallet deduction are visible to Customer in the support portal (https://portal.paperoffice.ai/paperoffice or in-product) in near-real time. Customer can monitor:

(a) Total time logged on the ticket so far (in minutes);

(b) The skill tier(s) applied to the time logged;

(c) The corresponding Wallet deduction in Euros and Credits;

(d) Per-activity breakdown of time entries.

4.3 Real-Time Tracking Replaces Pre-Authorization

Because Customer can monitor consumption in real time, no pre-authorization or estimate is required before PaperOffice begins work on a ticket. Submission of a ticket constitutes Customer's authorization to incur charges in accordance with these Support Terms, subject to the optional Customer-defined Cap (Section 5).

4.4 Insufficient Balance

If Customer's Wallet balance becomes insufficient to cover ongoing support work and Auto-Recharge cannot complete:

(a) PaperOffice will notify Customer via email and in-product notification;

(b) Active support work on Customer's tickets will be paused;

(c) Pending tickets will be queued pending Wallet replenishment;

(d) After fifteen (15) days of paused state, tickets may be closed administratively, with Customer able to reopen them upon Wallet replenishment.

5. Optional Customer-Defined Cap per Ticket

5.1 Cap Feature

Customer may, when submitting a ticket or during ticket handling, set a Cap specifying the maximum time (in minutes) PaperOffice should spend on the ticket without further confirmation. Caps are configured in the support portal at the ticket level.

5.2 Behavior on Cap Reached

When a ticket reaches the configured Cap:

(a) Active work on the ticket is paused;

(b) Customer is notified via email and in-product;

(c) PaperOffice provides a status update describing what has been done, what remains to be done, and an indicative estimate of additional effort;

(d) Customer can choose to: (i) raise or remove the Cap, allowing work to continue; (ii) close the ticket; or (iii) take the response as-is in its current state.

5.3 No Charges Beyond Cap

Time spent above the Cap, before Customer's decision, is not charged, unless the work was already substantially in progress at the moment the Cap was reached and could not be safely paused (in which case PaperOffice will document the additional time and discuss with Customer).

5.4 Recommended Use

For non-trivial issues, Customer is encouraged to use the Cap feature to manage exposure. Typical Cap values: thirty (30) minutes for routine issues, two (2) hours for moderately complex issues, eight (8) hours for complex investigations.

6. Defect, Configuration, Tier-Limitation, and Discovery Classification

6.1 Internal Classification

For every support ticket, PaperOffice records an internal classification of the underlying cause:

(a) Defect — A reproducible failure of the Services to materially conform to the published technical specifications and documented behavior.

(b) Configuration — A configuration, prompt design, Workflow design, or usage error on Customer's side.

(c) Tier-Limitation — The selected AI Tier was insufficient for the workflow complexity, prompt design, or use case.

(d) Discovery / Frontier — A novel tool flow, MCP combination, or use case at the edge of tested behavior, where the Services functioned as designed but the result was unexpected for the Customer's specific input.

(e) General Inquiry — A question, account query, or non-issue.

6.2 Classification Is Internal — Charging Is Universal

The classification is recorded for internal product improvement, statistics, and Documentation feeding. Classification does not change the commercial treatment of the ticket, except in the case of confirmed Defect (Section 7). The probabilistic, non-deterministic, and configuration-dependent nature of agentic AI means that Defect-vs-Configuration debates would be unworkable; the T&M model with internal classification removes this commercial dispute entirely.

6.3 No Customer Right to Re-Classify

Customer's view that an issue is a Defect does not, on its own, change the commercial treatment of the ticket. Defect determination requires reproduction by PaperOffice engineering and recording in the internal Defect tracking system.

7. Defects — Goodwill Refund

7.1 Confirmed Defect

Where, after investigation, PaperOffice confirms that the underlying cause of the ticket was a Defect (as defined in the MSA Section 2 and Section 6.1(a) of these Support Terms), and the Defect was the proximate cause of the support effort, PaperOffice will, as a goodwill gesture, credit the Wallet for the time charged on the affected ticket.

7.2 Discretionary, Not a Right

This goodwill refund is voluntary and discretionary. It does not constitute a right of Customer, does not waive any term, and does not establish a course of dealing. The remedies in Section 7.3 of the MSA, the SLA, and these Support Terms are exhaustive.

7.3 Single Defect, Single Refund

Where a single Defect is reported by multiple customers or via multiple tickets from the same Customer, the goodwill refund applies to the time directly attributable to investigating the Defect, not to all related communications.

7.4 Reproduction Requirement

A goodwill refund requires reproduction of the Defect by PaperOffice engineering. Single-occurrence, non-reproducible incidents do not qualify, even if Customer believes the underlying cause was a Defect.

8. Goodwill Adjustments

8.1 Discretionary Goodwill

In addition to Section 7, PaperOffice may, in its sole discretion, issue Wallet credits or fee adjustments as a goodwill gesture in circumstances such as:

(a) Erroneous time entries by support staff;

(b) Service incidents covered by the SLA;

(c) Significant ticket-handling delays attributable to PaperOffice;

(d) Other circumstances at PaperOffice's discretion.

8.2 No Course of Dealing

Goodwill adjustments are voluntary and one-time. They do not waive any term and do not establish a course of dealing.

9. Ticket Submission Requirements

9.1 Required Information

A properly submitted ticket includes:

(a) Customer's Account identifier;

(b) Affected Plan, AI Tier, and Workflow (where applicable);

(c) Clear description of the issue, including expected and actual behavior;

(d) Reproduction steps;

(e) Relevant timestamps, log identifiers, and PO Workflow IDs (POFID where applicable);

(f) Any error messages, screenshots, or output samples;

(g) Customer's preferred Cap value (Section 5).

9.2 Effect of Incomplete Submission

Tickets with insufficient information will be subject to clarification requests. Time spent on clarification rounds counts toward the chargeable time.

9.3 Authorized Submitters

Tickets may be submitted only by Authorized Users designated as support contacts in Customer's Account. Customer is responsible for keeping its support-contact list current.

9.4 Volume and Reasonable Use

Customer shall use the support channels in good faith. Vexatious, abusive, or systematic over-submission of tickets is a violation of the AUP (Section 2.8 of the AUP) and may result in support throttling or suspension.

10. Languages

10.1 Primary Languages

Support is provided primarily in English, German, and Spanish. Other languages may be supported on a best-effort basis depending on staff availability.

10.2 Translation Time

Where Customer submits a ticket in a language other than English, German, or Spanish, the time spent translating the ticket and the response (whether by human or AI-assisted translation, with quality review) is part of the billable support time.

10.3 Authoritative Communications

In the event of a substantive dispute regarding the content of support communications, the English-language version (or, where the original was in German or Spanish, the original-language version) shall prevail.

11. Knowledge Base and Self-Service First

11.1 Encouragement of Self-Service

To minimize support effort and avoid charges for issues that are well-documented, Customer is strongly encouraged to consult the following resources before submitting a chargeable support ticket:

(a) Documentation at https://docs.paperoffice.ai;

(b) Knowledge Base and FAQ at https://portal.paperoffice.ai/paperoffice;

(c) Video tutorials at https://youtube.com/@paperoffice;

(d) The blog and best-practice articles.

11.2 No Refund for Documented Issues

PaperOffice does not refund charges for tickets where the answer was already publicly available in the Documentation or Knowledge Base. Customer's failure to consult available resources does not constitute a Defect.

12. Workshops, Consulting, and Custom Engagements

12.1 Workshops

Workshops (training sessions, onboarding sessions, deep-dive consulting) are scheduled in advance via the Calendar AI booking interface and are billed in fifteen-minute increments at the applicable skill-tier rate.

12.2 Consulting Engagements

Larger consulting engagements (for example, multi-day implementation support, bespoke integration design, custom training delivery) may be agreed under a separate Statement of Work or Order Form. Such engagements are billed on a time-and-materials basis at the applicable skill-tier rate, with optional Caps and milestones agreed in advance.

12.3 No Fixed-Price Custom Engagements

Consistent with Section 2.4, PaperOffice does not offer fixed-price custom engagements. The variance inherent in custom integration and AI workflow consulting makes fixed-price unfair to one Party regardless of how it is priced.

13. Suspension of Support

13.1 Suspension Grounds

PaperOffice may suspend support work on Customer's tickets in any of the following circumstances:

(a) Wallet balance insufficient and Auto-Recharge cannot complete;

(b) Customer in material breach of the Agreement, the AUP, or these Support Terms;

(c) Vexatious or abusive use of the support channels;

(d) Suspected fraudulent chargeback or payment dispute;

(e) Required by applicable law or governmental authority.

13.2 Notification

PaperOffice will notify Customer of suspension via email and in-product notification, except where notification is precluded by law or by the nature of the circumstance.

13.3 Resumption

Support is resumed upon resolution of the underlying issue (Wallet replenishment, cure of breach, or as applicable).

14. Disputed Time Entries

14.1 Dispute Notice

Customer may dispute specific time entries by writing to billing@paperoffice.ai within thirty (30) days of the entry. The dispute notice must include the ticket reference, the specific entry disputed, and the basis for the dispute.

14.2 Review

PaperOffice will review the disputed entry against internal time records and respond within thirty (30) days. Where an entry was made in error, the corresponding amount is credited to the Wallet.

14.3 No Right to Audit Internal Records

Customer's right is limited to a good-faith review of disputed entries. Customer has no right to audit PaperOffice's internal time-tracking systems, support engineer activity logs, or other internal records, except as required under an executed Order Form.

15. No Implied Warranties on Support

15.1 Best-Effort Basis

Support is provided on a best-effort basis. PaperOffice does not warrant that any support effort will resolve the underlying issue, produce a specific outcome, or achieve any particular result. The probabilistic and complex nature of the Services, including AI components and MCP-based workflows, means that some issues cannot be fully resolved or may require Workflow redesign rather than fix.

15.2 No Resolution Guarantee

Specifically, PaperOffice does not guarantee that:

(a) Any specific issue will be resolved within any specific time;

(b) Any specific Workflow, Tool Flow, or use case will work as Customer expects;

(c) AI Output behavior can be made deterministic or perfectly predictable;

(d) Tier limitations can be overcome through support effort alone.

15.3 Sole Remedy

The remedies set forth in the SLA (for availability), in Section 7 (for Defects), and in Section 8 (for goodwill) are Customer's sole remedies in connection with support.

16. Modification of these Support Terms

PaperOffice may update these Support Terms from time to time as set forth in Section 11 of the MSA. Updates apply prospectively. Continued use of the support channels after the effective date of an update constitutes acceptance.

17. Order of Precedence

In the event of conflict between these Support Terms and: (a) an executed Order Form containing customer-specific support terms, the Order Form shall prevail; (b) the MSA, the MSA shall prevail for matters of legal interpretation; (c) the SLA, this document shall prevail for matters of support time charging and these Support Terms shall prevail for the support process and skill-tier rates.

Last updated: May 10, 2026

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