Effective Date: September 21, 2026 for any Account created on or after that date. For an Account existing on that date, this document takes effect thirty (30) days after itogai gives notice under the Customer Terms of Service. This document is new, so no prior version is displaced and none governs in its place. Last Modified: September 21, 2026 Document Version: SA-2026-09-21 v5.0
This page states what Itogai LLC (“itogai”) commits to on availability and support. It is incorporated into the Customer Terms of Service by reference, and it is the statement Section 3.2(3) of those Terms refers to where an itogai application is obtained from an application marketplace.
What this page is, stated plainly. It is a commitment about availability and response, not a warranty and not a service level agreement carrying credits. itogai does not offer a service credit or a refund for missing the target below, and Section 5 says so in terms. The target exists because a reasonable customer is entitled to know what itogai is aiming at, and because a commitment that costs itogai its own reputation is worth more than one that costs it a percentage.
1. Availability
The target is 99.5% availability of the Subscription Service, measured monthly.
What counts as unavailable. The Subscription Service is unavailable when a User who is signed in cannot reach it, or when it returns an error to substantially every request, for a continuous period of five (5) minutes or more.
What does not count, and is excluded from the measurement:
- planned maintenance, notified in advance under Section 4;
- emergency maintenance necessary to address a security issue or to prevent imminent data loss;
- a failure in a third-party system itogai depends on, including any provider listed in the Sub-processors register, where itogai has no reasonable means of working around it;
- a failure in a Data Source the Customer connected, or in the Customer’s own network, device or configuration;
- suspension under Section 2.7 of the Customer Terms of Service or under the Acceptable Use Policy;
- a Beta Service, which carries no availability commitment at all; and
- force majeure, as the Customer Terms of Service defines it.
Measurement. itogai measures availability from its own monitoring. A Customer who believes a period was missed may write to support@itogai.com and itogai will check its records and answer.
2. Support
Where to write. support@itogai.com, or help@itogai.com, which reaches the same place. Both are monitored by a person.
First response. itogai answers a support request within one (1) business day. A first response means a person has read the request and told the Customer what happens next. It does not mean the issue is resolved, and itogai does not commit to a resolution time, because an honest one would depend on what broke.
Business days are Monday to Friday, excluding United States federal holidays, in United States Eastern Time.
How itogai prioritises. Not by plan. A Customer on the free tier reporting that the Subscription Service is down is answered before a paying Customer asking how a feature works, because severity is the better ordering than revenue and itogai is small enough to mean it.
| Severity | What it means | What itogai does |
|---|---|---|
| Service down | The Subscription Service is unavailable, or a core function fails for every User | Work begins immediately and continues until service is restored. The Customer is updated as itogai learns more |
| Blocked | A Customer cannot do something the Subscription Service is meant to do, and no workaround exists | First response within one business day, and a stated plan with it |
| Degraded | Something works but badly, or a workaround exists | First response within one business day, and a place in the queue |
| Question | How something works, or a request for a change | First response within one business day |
What support covers. The Subscription Service, on every surface it is delivered on; account, access and billing questions; connecting and disconnecting a Data Source; and the exercise of any right in the Legal Documents.
What support does not cover. A third-party system itogai does not operate; the Customer’s own network, device or configuration; and advice on how to run the Customer’s business, which is what Professional Services are for.
3. Status and incidents
Current service status is published at itogai.app/support. That page stays live for as long as any application store listing is live, and it is reachable without signing in.
During an incident, itogai posts what is affected, what it knows and when it will next update, and keeps updating until the incident closes.
After an incident that caused an outage of one (1) hour or more, itogai publishes a short account of what happened and what it changed, within five (5) business days. Where an incident affected Personal Data, the notification obligations in the Privacy Policy and the Data Processing Agreement apply in addition to this Section and govern where they conflict with it.
4. Maintenance
Planned maintenance that itogai expects to make the Subscription Service unavailable is notified at least forty-eight (48) hours in advance, by notice on the support page and, where the Customer holds an account, by email. itogai schedules it outside United States business hours where it reasonably can.
Emergency maintenance may happen without notice where a security issue or imminent data loss requires it. itogai notifies as soon as it reasonably can afterwards, and says why.
5. What this page does not do
- It creates no service credit, refund or other financial remedy. Where itogai’s own records show the target was missed in a month, itogai publishes that fact on the status page. Missing the target in Section 1 is not a breach giving rise to a payment.
- It is not a warranty. Section 18.1 of the Customer Terms of Service governs, and the Subscription Service is provided as is and as available.
- It does not alter any other Legal Document. Where this page and another disagree, the other governs, except that this page governs on availability measurement and support response.
- It does not apply to a Beta Service.
A Customer who needs a contractual service level with remedies should raise it before signing, and itogai will discuss it in an order form. itogai does not publish one it cannot keep.
6. Applications obtained from a marketplace
Where an itogai application is obtained from an application marketplace, itogai alone provides maintenance and support for it, on the terms of this page. The marketplace operator has no obligation to furnish any maintenance or support service, and Section 3.2 of the Customer Terms of Service states the full position.
7. How this page changes
A change that reduces the availability target, lengthens the first response time, or narrows what support covers takes effect thirty (30) days after notice by publication and, where the Customer holds an account, by email. A clarification or an improvement is published immediately with the Document Version incremented.
8. Which address to write to
| For | Write to |
|---|---|
| Support, account issues, outages, status questions, data export requests | support@itogai.com or help@itogai.com |
| Billing, plan changes, cancellations, refunds, pricing eligibility | billing@itogai.com |
| Privacy, data subject requests, removal requests | privacy@itogai.com |
| Legal notices, abuse reports, security disclosures | legal@itogai.com |
| Trademark permissions and misuse | trademarks@itogai.com |
| Demos, partnerships, press and brand kit | demo@itogai.com |
| Anything else | info@itogai.com or itogai@itogai.com |
Mail that itogai sends rather than receives comes from no-reply@itogai.com for transactional messages, notifications@itogai.com for product notifications, and intros@itogai.com for introduction requests and connections. None of the three is monitored, and a reply to any of them does not reach a person. They are named here so that a message from one can be recognised as genuinely itogai’s, and anything asking for a credential or a payment from an address that is not on this page is not from itogai.
Postal address: Itogai LLC Attn: Support 4821 Jumping Way Lake Worth, Florida 33467 United States of America
Changelog
New in this release. This document did not exist before September 21, 2026. The prior set told application marketplaces that itogai alone provides support, and then said nothing about what that meant.
Document version: SA-2026-09-21 v5.0. Published at itogai.app/legal/support-and-availability.
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