Skip to content

Legal

Support & Early Access Policy

Last updated: 30 June 2026

This policy explains how support, early access, pilots, trials and service expectations work for SyftOS. It is designed for early access, not a full enterprise SLA, and should be read alongside the SyftOS Terms of Service, Privacy Notice, Data Processing Agreement, Acceptable Use Policy, AI Data Use Statement and any order form or written commercial agreement.

1. Who we are

SyftOS is operated by Techshift Digital Ltd, a company registered in England and Wales.

In this policy, “SyftOS”, “we”, “us” and “our” refer to Techshift Digital Ltd when operating the SyftOS product, website, application, documentation and related services.

2. Purpose of this policy

This policy explains the support and service expectations that apply to SyftOS during early access, pilot workspaces, selected customer onboarding and paid subscriptions, unless a separate written agreement says otherwise.

3. Early access position

SyftOS is currently in early access. Early access means the service is available to selected customers, design partners, pilot users, approved workspaces and selected paid customers while the product, onboarding, documentation, integrations and support processes continue to mature.

During early access, SyftOS may change, improve, restrict, rename, remove or replace features as we learn from customer usage, product testing, technical constraints, security requirements and commercial priorities.

Early access customers should not treat SyftOS as their sole system of record or the only operational control for a critical process unless this has been expressly agreed in writing.

4. No public free trial

SyftOS does not currently offer a public self-serve free trial.

Techshift Digital Ltd may, at its discretion, offer trial access, sandbox access, pilot workspaces or evaluation access to selected users or organisations. Any such access may include time limits, usage limits, feature restrictions, workspace restrictions, integration restrictions, approval requirements, data limits and early access limitations.

A trial, sandbox, pilot or evaluation workspace does not guarantee continued access, future pricing, future feature availability or conversion into a paid subscription unless agreed separately in writing.

5. Support channels

Support should be requested through the support channels made available by SyftOS:

During our early access period, mathew@techshift.digital is the interim fallback for any of these. Support requests sent through informal channels, personal messaging apps or social media may not be treated as official support requests unless we confirm otherwise.

6. Support hours

Unless agreed separately in writing, SyftOS support is provided on a reasonable commercial-efforts basis during UK business hours: Monday to Friday, 9:00am to 5:00pm UK time, excluding UK public holidays.

SyftOS does not currently provide guaranteed 24/7 support unless this is expressly agreed in a separate written agreement.

7. Support priority levels

PriorityExamplesResponse approach
Priority 1 — CriticalThe SyftOS service is unavailable for all or most users, or there is a confirmed security incident affecting customer data or access.Investigate as soon as reasonably possible during support hours. Urgent out-of-hours action may be taken where we identify a serious security or platform issue. Suspected security incidents affecting customer data are handled in line with the Data Processing Agreement and can be reported at any time to security@syftos.com.
Priority 2 — HighA major feature, integration or approval workflow is not working and there is no reasonable workaround.Investigate on a priority basis during support hours.
Priority 3 — NormalA non-critical bug, degraded feature, configuration issue, documentation question or support request where a workaround exists.Handle in normal support order during support hours.
Priority 4 — LowGeneral questions, feature requests, cosmetic issues, feedback, onboarding questions or future improvements.Review when capacity allows and consider for future product planning.

During early access, SyftOS does not commit to specific response or resolution times. The priority levels above describe how we approach issues; they are not a service-level agreement. Any response times mentioned in product materials or communications are indicative only unless a separate SLA is agreed in writing.

8. What support includes

Unless agreed otherwise, SyftOS support may include reasonable assistance with:

  • account access and workspace issues;
  • billing and subscription questions;
  • basic onboarding guidance;
  • SyftOS product bugs;
  • approved integrations supported by SyftOS;
  • workflow, agent or department configuration issues within the normal use of the platform;
  • early access feedback and product questions;
  • security or privacy-related questions.

9. What support does not include

Unless agreed separately in writing, SyftOS support does not include:

  • custom software development;
  • bespoke workflow or agent build work outside standard onboarding;
  • training beyond published documentation or agreed onboarding;
  • support for third-party systems outside SyftOS control;
  • repairing customer data, customer systems or third-party integrations where the issue is not caused by SyftOS;
  • professional legal, financial, employment, medical, regulatory or compliance advice;
  • guaranteed support outside published support hours;
  • hands-on managed operation of a customer workspace unless covered by a Managed Workforce or services agreement.

10. Managed Workforce and professional services

Managed Workforce, digital workforce design, onboarding, implementation, workflow design, agent configuration, department design and other professional services may be offered separately by Techshift Digital Ltd.

Where these services are provided, they may be governed by an order form, statement of work, managed service agreement or separate written terms. Unless expressly included, they are not part of standard SyftOS platform support.

11. Availability and maintenance

SyftOS aims to provide a reliable service, but no specific uptime guarantee applies during early access unless agreed separately in writing.

We may carry out planned maintenance, emergency maintenance, security updates, infrastructure changes, product changes or integration updates. Where practical, we will notify customers of significant planned maintenance or incidents directly and, once it is established, through the SyftOS status page.

Some interruptions may be caused by third-party providers, customer-enabled integrations, AI model providers, hosting providers, internet connectivity, customer systems or other services outside our control.

12. Incident communication

During early access, we communicate known incidents, degraded performance, maintenance windows and recovery updates directly to affected customers, and we are establishing a public status page at status.syftos.com for the same purpose.

Not every minor bug, isolated issue or customer-specific configuration problem will necessarily be communicated as a service-wide incident.

13. Customer responsibilities

Customers are responsible for:

  • providing accurate information when raising support requests;
  • keeping user accounts, passwords, API keys, OAuth tokens and connected systems secure;
  • reviewing and approving proposed actions before they affect external systems, unless permitted automation has been deliberately configured;
  • checking AI-generated outputs before using or relying on them;
  • ensuring their use of SyftOS complies with applicable law, internal policies and third-party platform terms;
  • backing up or retaining important business records in their own systems of record;
  • telling us promptly about suspected misuse, unauthorised access or security issues.

14. AI outputs and human review

SyftOS may generate drafts, summaries, recommendations, classifications, proposed actions, workflow outputs and other AI-assisted content. AI outputs may be incomplete, inaccurate or unsuitable for a particular purpose.

Customers remain responsible for reviewing outputs, checking accuracy, approving actions and deciding whether and how outputs are used. SyftOS should not be used as the sole decision-maker for legal, financial, employment, medical, regulatory or other high-risk decisions.

15. Usage limits and excessive use

SyftOS plans may include limits or allowances for seats, agents, digital workers, workflows, runs, actions, integrations, storage, tokens, messages, governed changes, repositories or other usage metrics.

We may apply limits, throttling, suspension, additional review or commercial discussion where usage is excessive, harmful, abusive, technically unsafe, materially outside the plan allowance, or likely to create unexpected cost or platform risk. No unexpected overage charges will be applied unless they have been clearly agreed with the customer in advance.

16. Changes during early access

During early access, SyftOS may change materially. We may add, remove, rename, restructure or restrict features, departments, workflows, digital workers, integrations, pricing, plans, limits, permissions, approval rules, documentation or onboarding processes.

Where a change materially affects an early access customer, we will aim to communicate it reasonably, but early access customers accept that product iteration is part of participating in early access.

17. Suspension or withdrawal of access

We may suspend, restrict or withdraw access where reasonably necessary, including where:

  • there is non-payment;
  • there is misuse, suspected misuse or breach of terms;
  • there is a security concern;
  • usage is excessive or harmful;
  • customer activity risks damaging SyftOS, other customers or third-party services;
  • a connected integration, provider or third-party service requires us to take action;
  • the workspace is a trial, sandbox, pilot or evaluation workspace and the access period has ended.

18. Feedback and product input

Early access customers, pilot users and design partners may provide feedback, suggestions, ideas, requests, bug reports or product input. Unless agreed separately in writing, Techshift Digital Ltd may use that feedback to improve SyftOS without obligation to compensate the person or organisation providing it.

Providing feedback does not guarantee that a feature, integration, department, workflow or product change will be built or released.

19. Relationship with other documents and governing law

This policy forms part of the SyftOS Terms of Service and is governed by the laws of England and Wales. Support is provided subject to the limitations of liability and the other terms set out in the Terms of Service. It should be read alongside the SyftOS Terms of Service, Privacy Notice, Data Processing Agreement, AI Data Use Statement, Acceptable Use Policy, Cookie Policy, Sub-processor List and Security and Trust Statement, together with any applicable order form, statement of work or written agreement.

To the extent of any conflict between these documents, a signed order form or written customer agreement prevails, then the Data Processing Agreement for data-protection and security-incident matters, then the Terms of Service, then this policy and the other referenced policies.

20. Changes to this policy

We may update this policy from time to time. The latest version will be made available through the SyftOS website, documentation, customer workspace or another reasonable channel. Where changes are material, we will provide notice through email, in-app notification, customer communication, the website, documentation or another appropriate channel.