SmartPAL AI Inc. – Support Policy

Last updated: December 2025

This Support Policy describes how SmartPAL AI Inc. (“SmartPAL”, “we”, “our”, “us”) provides support for users of the SmartPAL platform, including our web application, mobile application, and learning management system integrations (such as Canvas).

1. Support Channels

You can reach the SmartPAL support team through the following channels:

Institutions with separate agreements may be provided with additional support contacts or ticketing options as defined in their contract.

2. Hours of Support

Standard support hours are:

  • Monday to Friday, 9:00 AM – 5:00 PM Central Time (CT)
  • Excluding U.S. federal holidays and other posted closures

3. Response Times

We aim to respond to support inquiries within 1–2 business days. Actual response times may vary based on:

  • Volume of requests
  • Severity and complexity of the issue
  • Institutional service-level agreements (if applicable)

Critical production issues reported by institutional administrators may be prioritized over general “how-to” questions.

4. Scope of Support

SmartPAL support can assist with:

  • Access and login issues related to SmartPAL
  • Basic usage questions about SmartPAL features
  • Troubleshooting errors or unexpected behavior in the platform
  • Investigating data synchronization issues with supported LMS integrations
  • Receiving product feedback and feature suggestions

For course content, grading policies, or institutional rules, users should contact their instructor or institution directly.

5. Exclusions

SmartPAL support does not include:

  • Custom software development or integration work beyond the standard platform
  • On-site training or in-person support
  • Support for third-party tools not provided by SmartPAL
  • General IT support unrelated to SmartPAL (e.g., device setup, network issues)

6. Incident Reporting

To help us resolve issues efficiently, please include the following when you contact support:

  • Your name and institution
  • Course name or ID (if applicable)
  • A description of the issue and when it occurred
  • Any relevant screenshots or error messages
  • Browser or device information

7. Service Changes and Maintenance

SmartPAL may conduct scheduled maintenance or make updates to improve performance, security, or features. When possible, we will schedule maintenance during off-peak hours and communicate significant service interruptions to institutional contacts.

8. Policy Updates

We may revise this Support Policy from time to time. When we make material changes, we will update the “Last updated” date at the top of this page. Continued use of the Service after changes are posted constitutes your acceptance of the updated policy.

9. Contact

For questions about this Support Policy or to request assistance, please contact:

SmartPAL AI Inc.
Email: contact@smartpal.org