READINESSOS

Policy: Enterprise Support Policy

Version: 1.0

Effective Date: 06/06/2026

Last Updated: 06/06/2026

Contact: ReadinessOS@proton.me

1. Document Purpose

This Enterprise Support Policy establishes the support principles, communication channels, service expectations, and administrative assistance available to ReadinessOS subscribers.

The objective of this policy is to provide clear expectations regarding platform support while maintaining flexibility as the platform evolves.

Support services are provided on a reasonable efforts basis unless otherwise specified in a separate written enterprise agreement.

2. Scope

This policy applies to:

• Professional user accounts
• Vessel subscriptions
• Founding Vessel participants
• Future fleet subscriptions
• Enterprise customers
• Administrative users
• Billing inquiries
• Technical support requests
• Platform issue reporting
• Feature requests

3. Support Philosophy

ReadinessOS is committed to providing professional, practical, and timely assistance to users experiencing platform-related issues.

Support exists to help users successfully utilize the platform while continuously improving the overall ReadinessOS ecosystem.

4. Available Support Channels

Support may be provided through:

• Email support
• Platform contact forms
• Administrative support requests
• Future in-platform messaging
• Future enterprise communication channels
• Future knowledge base resources

Available support channels may evolve as platform capabilities expand.

5. Types of Support

Support may include assistance relating to:

• Account access
• Authentication issues
• Subscription management
• Billing inquiries
• Vessel administration
• Crew management
• Readiness features
• Profile management
• Identity verification
• Document uploads
• Technical platform issues
• General platform guidance

Support does not include operational consulting unless separately agreed.

6. Enterprise Support

Future enterprise subscriptions may include additional services such as:

• Dedicated onboarding
• Priority support
• Administrative assistance
• Enterprise integrations
• Fleet configuration assistance
• API implementation guidance
• Technical coordination

Enterprise support offerings may be governed by separate commercial agreements.

7. Feature Requests

Users may submit feature suggestions for future platform development.

Submission of a feature request does not create an obligation for ReadinessOS to:

• Implement the feature
• Prioritize the feature
• Maintain compatibility
• Provide development timelines

Feature prioritization remains at the discretion of ReadinessOS.

8. Bug Reports

Users are encouraged to report suspected platform defects including:

• User interface issues
• Authentication problems
• Data inconsistencies
• Performance issues
• Mobile application issues
• AI-related issues
• API issues
• Integration failures

Supporting information may improve investigation and resolution.

9. Response Expectations

ReadinessOS will make reasonable efforts to review support requests in a timely manner.

Response times may vary depending upon:

• Request volume
• Platform complexity
• Severity of the issue
• Subscription level
• Security investigations
• Platform maintenance activities

ReadinessOS does not guarantee specific response or resolution times unless separately agreed.

10. Administrative Reviews

Certain requests may require administrative investigation, including:

• Identity verification
• Account ownership disputes
• Fraud investigations
• Document verification
• Badge corrections
• Career Timeline corrections
• Readiness Passport corrections

Administrative review may require additional documentation.

11. Maintenance Communications

Where practical, ReadinessOS may notify users regarding:

• Scheduled maintenance
• Major platform updates
• Security incidents
• Service interruptions
• New platform functionality
• Important policy updates

Notification methods may vary depending upon platform capabilities.

12. Support Limitations

ReadinessOS support does not provide:

• Engineering consulting
• Legal advice
• Medical advice
• Regulatory interpretation
• Flag State guidance
• Classification advice
• Operational decision-making
• Vessel safety certification

Operational decisions remain the responsibility of qualified personnel.

13. Language of Support

Support may be provided in English and, where reasonably available, additional languages supported by ReadinessOS personnel or platform resources.

Language availability may change over time.

14. User Responsibilities

Users seeking support should provide accurate information sufficient to allow reasonable investigation.

Users should avoid submitting:

• False information
• Duplicate requests
• Abusive communications
• Fraudulent documentation
• Misleading technical information

Professional communication is expected during all support interactions.

15. Limitation of Support

Support services are intended to assist platform usage.

ReadinessOS does not guarantee that:

• Every issue can be resolved
• Every feature request will be implemented
• Every integration will remain compatible
• Every AI output can be corrected

Support remains subject to technical and operational limitations.

16. Relationship to Other Policies

This policy should be interpreted together with:

• Terms of Service
• Platform Security Policy
• Pricing, Billing & Subscription Policy
• Refund & Cancellation Policy
• AI Usage & Responsible AI Policy
• Privacy Policy

Where conflicts exist regarding personal information processing, the Privacy Policy shall govern.

17. Policy Updates

ReadinessOS may revise this policy as support capabilities, enterprise offerings, staffing, or platform functionality evolve.

Updated versions become effective upon publication unless otherwise specified.

18. Revision History

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