Support & Admin Access

Support & Admin Access Policy

Effective date: July 2, 2026. This policy supplements the Terms of Service, Security, and Account & Data Controls pages for Monocrat support, recovery, billing disputes, deletion/legal requests, admin access, and incident handling. Trust Graph publication support is also governed by the Trust Graph Publication Policy, and connected-source support is governed by the Connected Sources Policy.

1. Support Scope

Monocrat support helps the verified owner recover control-plane, billing, connector, source-health, deletion, legal request, Trust Graph, and incident paths. Support is not a second tenant user, collaborator, billing admin, accountant seat, delegated approver, or substitute owner.

Support can be reached through in-product support routes where available, Billing & Usage, settings, data controls, source health surfaces, or support@monocrat.ai. Billing questions may also be sent to billing@monocrat.ai, and privacy/data questions may be sent to privacy@monocrat.ai.

2. Non-Billable Control Plane

Support contact, support case status, reauthentication links, billing dispute review, deletion/legal request handling, source reconnect or disconnect support, security incident support, and approved recovery runbooks are non-billable control-plane work. These paths remain available when usage credits are depleted or optional paid background work is paused.

3. No Impersonation

Monocrat support does not sign in as the owner, receive an owner session, silently impersonate the owner, or perform owner-authorized product actions. When recovery requires owner authority, Monocrat uses an owner-authenticated app/web link, a support/legal process outcome, or another source-backed authorization path.

4. Default Support Visibility

Default support views may include tenant identity, billing state, connector/source health, job status, webhook/import freshness, structured errors, audit summaries, redacted feature summaries, support case metadata, and other control-plane records needed to triage the case. Default support views do not expose raw private business content, source document bodies, provider payload bodies, customer PII, raw graph excerpts, prompt logs, or LLM transcripts.

5. Private-Content Break-Glass

Raw private content access requires a scoped break-glass approval for the specific tenant, case, purpose, data class, and time window. The approval must have an owner, legal, or security basis and must create an append-only audit record. Private-content access is time-limited and may be revoked, denied, or narrowed.

6. Case Binding And Tenant Safety

Support lookups start from a support case, incident, legal request, billing reference, source-backed external reference, or owner-confirmed context. Ambiguous or pre-resolution matches do not create tenant-scoped reads, support grants, or sessions. Cross-tenant joins, free-form tenant access, and evidence attachment to the wrong tenant are denied and audited.

7. Runbooks And External Effects

Support may use approved runbooks for reauthentication links, webhook replay, import backfill, billing dispute handling, deletion support, source reconnect or disconnect, Trust Graph dispute support, and incident recovery. Runbook actions require the owning runbook, source refs, tenant/case binding, preconditions, idempotency or fallback handling, expiry where relevant, and audit records.

Support does not directly mutate billing ledgers, provider records, source systems, Trust Graph publication state, credentials, secrets, account deletion state, payment/refund execution, feature rollout, launch gates, circuit breakers, or kill switches outside approved tools and processes.

8. Billing, Deletion, And Legal Requests

Billing disputes, failed payment recovery, invoice/receipt questions, direct-charge questions, cancellation support, account deletion, legal access/export, legal erasure, and provider privacy requests are handled through authenticated owner, support, billing, legal, or provider evidence paths. Payment details, deletion confirmations, legal request packages, and private-content approvals are not completed through unauthenticated links, push notices, or email alone.

For billing disputes, support targets acknowledgement within 5 business days and either resolution or a status update within 30 days, subject to payment-network, provider, legal, tax, security, or source-evidence dependencies. Support uses append-only billing, invoice, adjustment, void, refund, dispute, credit, and case records instead of silent ledger rewrites.

9. Availability And Beta Limits

Monocrat is in private beta and v1 launch preparation. Support is provided on a commercially reasonable basis and does not create a guaranteed response time, uptime SLA, service credit, managed service, professional advisory relationship, or emergency response obligation unless a separate written agreement says so.

10. Security Reports

Security concerns can be sent to security@monocrat.ai. Do not attempt to access, delete, export, or disclose data that is not yours.