Support Policy

Last Updated: December 8th, 2025

O3 Story Technologies, Inc. (“Ozone,” “we,” “our,” or “us”) provides technical support to help studios, creators, and developers successfully evaluate, integrate, and use Ozone tools across Maya, Unreal Engine, and related pipelines. This Support Policy outlines the scope of support, response expectations, and user responsibilities.

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1. Who This Policy Applies To

This Support Policy applies to:

• Customers with an active subscription
• Users with an active Evaluation License
• Alpha and Beta testing partners
• Studios conducting technical assessments or proof-of-concept trials
• Individuals using the free Viewer or accessing training content

Support levels may vary depending on subscription tier and build type (Evaluation, Alpha, Beta, Production).

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2. What Support Covers

2.1 Installation & Setup

• Installing Ozone plugins for Maya and Unreal Engine
• Activating and validating license keys
• Auth0 login and Portal access issues
• Environment setup and compatibility troubleshooting

2.2 Licensing & Account Management

• License activation and troubleshooting
• Subscription and billing questions
• Subaccount management and role configuration
• Firestore license sync issues

2.3 Product Usage & Functionality

• Ozone Subdivs workflow guidance
• Rig import/export workflows
• Using deformers and Ozone Studio tools
• Performance tuning and best practices

2.4 Performance & Stability Issues

• Crashes, slowdowns, or viewport issues
• Unexpected plugin behavior
• GPU subdivision or deformation issues

2.5 Documentation & Training

• Access to learning materials
• Training progress and onboarding questions
• API and SDK usage questions (if applicable)

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3. What Support Does Not Cover

Support does not include:

• Custom rigging or asset conversion services
• Pipeline engineering, custom integrations, or development
• Debugging issues unrelated to Ozone
• Hardware or system configuration
• Render farm setup beyond Ozone licensing
• General animation, modeling, or content creation training

These services may be available under a paid engagement or studio partnership.

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4. Support Hours

Monday–Friday, 9:00am–5:00pm Pacific Time (PT)
Excluding U.S. holidays.

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5. Response Times

Ozone aims to respond in accordance with the following targets (not guarantees):

Issue Level	Description	Target First Response
Critical	Tool fails to launch, license cannot activate, blocking all work	1 business day
High	Major functionality broken or severe performance issues	1–2 business days
Normal	Standard technical questions, non-blocking issues	2–3 business days
Low	Documentation questions, feature suggestions	3–5 business days

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6. Severity Definitions

Critical Severity

• Plugin fails to load
• License cannot activate
• Reproducible crash on startup
• Product unusable in evaluation or production

High Severity

• Major features malfunction
• Significant performance degradation
• Persistent deformation or subdivision errors

Normal Severity

• Workflow questions
• Non-blocking bugs
• Issues limited to specific scenes or assets

Low Severity

• UI inconsistencies
• Documentation requests
• Feature suggestions

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7. How to Submit a Support Request

Submit support requests to: support@ozone3d.com

To ensure fast resolution, please include:

• Name and Ozone account email
• Product version (Maya plugin, Unreal plugin, etc.)
• Maya or Unreal Engine version
• Operating system, GPU, and hardware details
• Steps to reproduce the issue
• Logs, screenshots, or sample files
• Whether this affects production or evaluation

Alpha/Beta users may receive additional support through designated threads or communication channels.

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8. User Responsibilities

To receive effective support, users must:

• Use supported versions of Ozone, Maya, and Unreal Engine
• Follow installation and documentation instructions
• Provide accurate environment details
• Share reproducible steps when reporting issues
• Ensure they have permission to share files or assets
• Maintain backups of their own project files

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9. Supported Versions

Ozone supports:

• The current GA (Generally Available) release
• The current Beta release
• The current Alpha release (best-effort support)
• One major version back for GA releases

Experimental or modified builds are not supported.

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10. Evaluation Support

Users in a 90-day evaluation receive:

• Standard support
• Initial setup assistance
• Issue triage and troubleshooting

Evaluation support does not include:

• Guaranteed timelines for fixes
• Custom integrations
• Production-level support

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11. Alpha & Beta Support

Alpha and Beta builds are pre-release software and may include known issues, experimental features, or incomplete tools.

Participants receive:

• Visibility into critical bugs
• Engineering feedback when available
• Access to sample projects and early documentation

Alpha support is best effort; Beta support may include targeted fixes based on severity.

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12. Engineering Escalation

Issues may be escalated once they are:

• Reproducible
• Accompanied by logs or sample assets
• Blocking core functionality

Escalation does not guarantee immediate fixes or custom builds.

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13. End-of-Life (EOL) Support

Support may eventually end for:

• Legacy plugin versions
• Old Evaluation builds
• Unsupported Maya or Unreal Engine versions
• Deprecated APIs or workflows

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14. Security & Access

Support may request:

• Logs
• Error screenshots
• Diagnostic output
• Asset samples

Ozone Support will never request:

• Your password
• Full credit card information
• Two-factor authentication codes

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15. Confidentiality

All user-submitted files, logs, and assets are treated as confidential. Ozone does not share support data with third parties.

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16. Changes to This Policy

Ozone may update this Support Policy periodically. Updates will be reflected with a new “Last Updated” date.