ARWANZAI POLICY

Support Policy

ArwanzAI support covers the product and service. It does not transfer operational responsibility for the customer's Oracle or infrastructure environment to ArwanzAI.

Version 0.9.0-web-policyUpdated 26/09/2026Automatic execution: NEVER

Support policy boundary: ArwanzAI helps customers operate the ArwanzAI service. The customer remains responsible for its Oracle environment, operational decisions and execution of any remediation.

1. What support covers

Account access and authentication issues.
Upload, analysis, report and Talk to DB service issues.
Licensing and entitlement issues.
Billing/reconciliation and refund-routing questions.
Security/privacy requests and service incidents.

2. What support does not become

Support does not turn ArwanzAI into the customer's managed DBA or Oracle operations provider. ArwanzAI support does not assume responsibility for choosing or executing production changes in the customer's environment.

3. Severity model

The intended support model uses P1–P4 severity based on customer impact: P1 critical service/security impact, P2 major degradation, P3 normal product/support issue, and P4 information/request. Final response targets are determined by the applicable plan or enterprise agreement.

4. AI-output disputes

Where a customer believes a finding or recommendation was misleading, unsafe or insufficiently bounded, support should preserve the relevant case/version details, classify the issue and route it for product/security review. Customer reports should not be edited to conceal the original output.

5. Customer validation remains required

ArwanzAI recommendations, commands and findings must be reviewed by authorized personnel before operational use. Oracle documentation, customer procedures, backups, rollback plans and change-control approvals remain authoritative.

6. Incident communication

For service or security incidents, ArwanzAI will communicate verified facts, material uncertainty, containment actions and requested customer steps. The service will not make unsupported statements about impact or remediation.

7. Support access

Support personnel may request bounded metadata or sanitized artifacts necessary to diagnose the service issue. Customers should never send passwords, private keys or payment credentials through support channels.

8. Contact

Support contact: arwanzai@crazydba.com. Enterprise contracts may contain dedicated escalation contacts and coverage terms.