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Support Policy.

Last updated: 2026-06-25

This Support Policy ("Policy") describes the scope, channels, and limits of the technical support Karta makes available for the Karta platform (the "Service"). It is part of, and incorporated into, the agreement between Karta and Customer governing the Service (the "Agreement"); capitalized terms not defined here have the meanings given in the Agreement. This Policy is not an uptime, availability, or performance commitment and does not create any service-level agreement ("SLA"), response-time guarantee, service credit, refund, or other remedy. Any SLA or contractual response target exists only where expressly stated in a signed Order Form. In the event of a conflict between this Policy and an Order Form, the Order Form controls for the Service it covers.

Support under this Policy is provided only to Customer's Authorized Users who are authorized administrators or developers (business and developer users, 18 or older) acting through the Customer account, and is conditioned on Customer maintaining an active account in good standing. The Service and this Policy are for business and developer use only and are not directed to consumers, end users of Customer Agents, or children. This Policy confers no rights on, and creates no obligations to, any third party, including Customer's end users; it is solely for the benefit of the parties to the Agreement.

1. Support Channels

Support requests are accepted only through the official channels below, and only from a registered email address associated with Customer's organization. Karta is not obligated to act on requests received through other channels (including social media, community forums, or individual employees' personal contacts), and any response there is informal, best-effort, and creates no obligation.

Karta may add, change, consolidate, or retire support channels at any time, and may route, triage, or close requests at its discretion. Karta may condition support on Customer having an active, paid-current account in good standing, and may suspend, de-prioritize, or decline support while Customer's account is delinquent, suspended, or under investigation for a suspected breach of the Agreement or applicable use policies. Self-service resources (documentation, status information, and in-product messaging) are provided as-is and may change without notice.

2. Supported Topics

Subject to the exclusions in Section 3, Karta support covers the Karta platform itself, including:

  • account access and organization administration;
  • billing, Credits, Stripe checkout, subscriptions, and auto-refill;
  • deploys, Releases, CLI/API issues, and dashboard behavior;
  • API keys, embed keys, BYOK key storage/routing, and webhooks;
  • platform errors and faults, rate limits, and usage metering;
  • security reports and suspected platform vulnerabilities; and
  • DPA, privacy, subprocessor, and procurement routing.

Karta will use reasonable efforts to help determine whether a reported issue originates with the Karta platform or with Customer's Agent, configuration, or a third party. That triage is provided as a courtesy and does not extend support to excluded items. Karta will classify issues in good faith and reasonably; its classification governs the handling of a request under this Policy but does not affect the parties' substantive rights, remedies, or obligations under the Agreement, the DPA, or applicable law.

3. Exclusions

Karta support does not include, and Karta has no obligation to provide, any of the following:

  • debugging, developing, optimizing, or operating Customer's Agent code, prompts, skills, tools, sub-agents, MCP servers, dependencies, configuration, or business logic;
  • guaranteeing, validating, or correcting model behavior, factual accuracy, performance, or the quality, suitability, or safety of any Output;
  • reviewing, validating, or advising on legal, medical, financial, tax, accounting, compliance, or other professional or regulated matters, including content generated by an Agent (Customer is solely responsible for validating Output and for any reliance on it);
  • providing or managing support to Customer's end users, customers, or other third parties;
  • installing, configuring, administering, or troubleshooting Customer's third-party Model Provider, BYOK account, model, tool, connector, OAuth app, dataset, network, device, or API account, or any other third-party product or service, including any outage, error, rate limit, billing dispute, deprecation, or change by such a third party (BYOK and other third-party provider issues are Customer's responsibility and are outside Karta's support and the prepaid Credit guarantee);
  • recovering or restoring data deleted, overwritten, or lost by Customer, its Authorized Users, or its Agents; Karta has no obligation to recover or restore Customer data, and any backups Karta maintains exist for Karta's own operational continuity only and confer no restoration right unless expressly purchased under an Order Form;
  • on-site support, telephone or live-chat support, dedicated or named contacts, professional services, custom development, training, or implementation/integration work, unless separately purchased under an Order Form; or
  • any matter that is the subject of Customer's separate obligations under the Agreement (including compliance, notices and consents, and acceptable use).

Nothing in this Section limits Customer's responsibilities under the Agreement, including responsibility for its Agents, Authorized Users, end users, Output validation, and required notices and consents.

4. Support Levels and Response

Self-serve support is provided on a best-effort, as-available basis, with no committed effort level, coverage hours, support language, or response or resolution time and no SLA, except as expressly stated in a signed Order Form. Karta does not commit to acknowledge, prioritize, or resolve any request within any particular timeframe except as expressly stated in a signed Order Form. Severity definitions, response or resolution targets, escalation paths, coverage hours, support language, dedicated channels, and any associated remedies apply only if, and to the extent, set out in a signed Order Form, and any such targets are themselves reasonable-efforts targets unless the Order Form expressly states otherwise.

Karta may prioritize, queue, de-prioritize, defer, decline, or close requests at its discretion based on factors including severity, impact, plan or Order Form entitlements, and request volume. Karta may decline, throttle, or de-prioritize requests that are abusive, excessive, repetitive, automated, harassing, made in bad faith, outside the scope of this Policy, or that seek excluded work, and may require the requester to use self-service resources first. Karta reserves the right to treat support volume that materially exceeds reasonable use for Customer's plan as chargeable or to condition continued support on Customer's purchase of a higher plan or an Order Form.

Support is not an uptime or availability guarantee. Platform status and incident information, where Karta makes it available, is provided for information only and is not a representation, warranty, or commitment regarding availability. Any interruption, delay, or unavailability of support is excused to the same extent as a force-majeure or similar event under the Agreement.

5. Customer Responsibilities

To enable Karta to respond, Customer should provide, as applicable, its organization ID, Agent and Release identifiers, request IDs, timestamps with timezone, reproduction steps, relevant non-sensitive logs, and redacted supporting evidence. Customer must not transmit full secrets, credentials, API keys, BYOK provider keys, payment-card data, or other regulated or sensitive data through support channels; Customer is solely responsible for redaction. Customer is responsible for maintaining accurate, current contact and administrator information and for the acts and omissions of those it permits to contact support on its behalf. Karta may rely on, and act upon, instructions reasonably appearing to originate from Customer's registered contacts. Karta bears no liability for acting in good faith on instructions that reasonably appear to originate from a registered or authorized contact, and Customer will defend, indemnify, and hold Karta harmless from claims arising out of the acts or omissions of persons Customer permits to contact support on its behalf.

Support communications, tickets, and their contents are Customer account, billing, and platform-administration data for which Karta acts as a controller under the Privacy Policy, and Karta may process them to provide, improve, secure, and document support and to administer the Service, subject to that Privacy Policy.

6. Abuse, Legal, Security, and Privacy Routing

Suspected security vulnerabilities and incidents must use the security path (security@karta.sh). Copyright owners may submit notices that comply with 17 U.S.C. § 512(c)(3) to Karta's designated agent at dmca@karta.sh; see Karta's Copyright/DMCA Policy for the required elements, counter-notification, and Karta's repeat-infringer policy. Abuse reports involving suspected third-party harm should use legal@karta.sh. Other legal notices should use legal@karta.sh.

Karta is a processor/service provider for End-User Data processed through a Customer Agent; Customer is the controller. Privacy or data-subject requests from end users of Customer Agents must be directed to the relevant Customer/controller. Where Karta receives a data-subject request relating to End-User Data, Karta will, without undue delay, refer the request to the relevant Customer (controller) and will not respond directly except as instructed by Customer or required by law, consistent with the DPA and applicable law. Requests concerning Customer's own account, billing, or platform-administration data may be submitted to privacy@karta.sh.

7. Changes and No Warranty

Karta may modify, suspend, or discontinue this Policy, any support channel, or any support offering at any time, effective on posting, with notice of material changes only where required by the Agreement or applicable law; the then-current posted version governs each request when made. Support is provided "as is" and "as available," and except as expressly stated in a signed Order Form, Karta disclaims all warranties, express, implied, statutory, or otherwise, including any implied warranties of merchantability, fitness for a particular purpose, and non-infringement, and makes no representations regarding support, response times, availability, or outcomes, to the fullest extent permitted by law. Some jurisdictions do not allow the exclusion of certain warranties; to the extent a warranty cannot lawfully be excluded, it is limited to the minimum scope and duration permitted by law.

This Policy does not expand Karta's liability, warranty, or indemnity obligations beyond those in the Agreement. All support provided under this Policy, and any claim arising out of or relating to support, is subject to and counts within the limitations of liability, aggregate liability cap, and exclusions of consequential and other damages set out in the Agreement, and all other limitations, disclaimers, and exclusions in the Agreement apply to support provided under this Policy. If any provision of this Policy is held invalid or unenforceable, that provision will be modified to the minimum extent necessary or severed, and the remainder will continue in full force; the severability, no-third-party-beneficiary, assignment, force-majeure, and survival provisions of the Agreement apply to this Policy. The disclaimers, exclusions, limitations, and Customer-responsibility and indemnity provisions of this Policy survive any expiration or termination of the Agreement. Nothing in this Policy constitutes legal, regulatory, or other professional advice.