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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.
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).
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)
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.
4. Support Hours
Monday–Friday, 9:00am–5:00pm Pacific Time (PT) Excluding U.S. holidays.
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
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
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.
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
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.
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
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.
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.
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
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
15. Confidentiality
All user-submitted files, logs, and assets are treated as confidential. Ozone does not share support data with third parties.
16. Changes to This Policy
Ozone may update this Support Policy periodically. Updates will be reflected with a new “Last Updated” date.