Support Policy

Last updated: February 13, 2026

This Support Policy outlines how Cylio LLC ("Cylio") provides support to clients and website visitors.

Support Channels

You can reach our support team through the following channels:

Support Hours

Our team is generally available during standard business hours, Monday through Friday, Eastern Time. We are closed on major United States holidays. Response times may vary outside of business hours.

Response Times

We aim to acknowledge all inquiries within one (1) to two (2) business days. Resolution times vary depending on the nature and complexity of the request. Active project clients may have specific response time commitments as defined in their project agreement.

Scope of Support

Our support covers:

  • General inquiries about our services
  • Project-related questions and communications for active clients
  • Billing and account inquiries
  • Technical support for deliverables within the warranty or support period defined in the project agreement

Out of Scope

Support does not typically include:

  • Services, features, or modifications not covered by the project agreement
  • Third-party software or platforms not provided by Cylio
  • Issues resulting from unauthorized modifications to deliverables

Escalation

If your inquiry is not resolved to your satisfaction, you may request escalation by emailing support@cylio.io with "Escalation Request" in the subject line. For formal complaints, please see our Complaint Resolution page.

Related Policies

Please also review our Complaint Resolution and Fulfillment Policy.

Contact Us

If you have questions about this policy, please contact us: