Support Policy
Last updated: July 2026
What client support covers and how to reach us.
Policy draft notice
This page is an operational policy draft for client transparency before public launch. It is not legal advice. It has not been reviewed by outside counsel unless separately stated in writing. Policies may change before launch.
Plain-English summary
Support helps you use the Client Portal, understand request status, and resolve questions about quotes, invoices, and deliverables. Response times are estimates — not guaranteed SLAs.
How to contact support
Use the contact email published on theimperium.ai. Signed-in clients should include their order ID from My Workspace when asking about a specific request.
Expected response window (estimate)
We aim to respond to client support messages within a few business days during active review periods. Complex scope or billing questions may take longer. This is an operational estimate, not a contractual guarantee.
What support covers
Portal access and magic-link sign-in issues. Request status and clarification questions. Final quote, manual invoice, and billing status questions. Deliverable download access in your workspace. Preview approval and revision workflow guidance.
What support does not cover
Unlimited consulting outside your approved scope. Emergency or same-hour guarantees unless explicitly contracted. Unlimited revisions unless included in your quote. Technical support for third-party tools we do not operate. Legal or tax advice.
Client responsibilities
Use the portal for status when possible, describe issues clearly, and avoid sharing passwords or full payment card numbers in email.
The Imperium AI responsibilities
We respond honestly, do not fake deliverable or payment status, and route billing questions through the manual workflow.
Contact
For questions about these policies, use the contact email published on theimperium.ai. Support requests related to an active order should reference your order ID from the Client Portal workspace.