Support Policy

Last Modified: 13 September 2026

This Policy concerns Company-provided Hydite, Zorker, Zorker Openlink, and Cauiril Services. Haokir Inc. is the provider; dashboard.hydite.com is the primary unified control plane. The Terms, purchased entitlement and any signed support schedule govern.

1. Eligibility and contact

Use support functionality available through the dashboard or email support@hydite.com. Organization/project requests must come from an authorized representative. We may verify identity and authority before discussing protected details.

Account and billing inquiries may use these channels. Technical support depth, hours and commitments depend on the plan or agreement. Shared accounts do not confer support entitlements for every product.

The Restricted Regions policy, including mainland China, applies to technical support and Services. Mandatory privacy requests, legally required notices, eligible refunds and lawful closure assistance remain available.

2. Supported issues

Subject to purchased scope and supported release, support may cover:

Hydite: installation, supported editor/local-indexing configuration, account integration and reproducible defects;
Zorker: supported project and AI workflow configuration and failures;
Zorker Openlink: supported local, self-hosted or managed workspace operation, agent/browser execution and connectivity where included;
Cauiril: coding-agent configuration, permissions, model integration and defects; and
Unified control plane: Company-managed identity, organization/project access, entitlements, metering and billing.

Source code, demonstrations and roadmaps do not establish supported releases or contractual commitments.

3. Responsibilities and exclusions

Provide the product/version, deployment mode, affected organization/project, timestamps, reproduction steps and redacted logs. Do not send passwords, private keys, full credentials or unrelated personal information.

Maintain backups, supported versions and secure customer infrastructure. Local or self-hosted access requires an authorized support arrangement. Uploading diagnostics is separate from ordinary local operation.

Unless expressly agreed, support excludes general development, approval of code or AI output, recovery of unbacked-up local files, administration of independent infrastructure, professional legal advice, and fixes to third-party services or unsupported forks. Integration assistance does not assume another provider's obligations.

4. Severity and response

Report widespread outages and suspected account compromise promptly. Distinguish outages, impaired features, billing questions and enhancements. An initial response is not a resolution guarantee.

This Policy creates no universal 24/7 staffing, telephone support or resolution deadline. Purchased targets, hours, time zones, severity and escalation channels are set out in the applicable schedule. Existing agreed commitments remain effective under their terms.

5. Service levels and revisions

The SLA covers only eligible, expressly included hosted Services. Local responsiveness, customer infrastructure, model quality, agent task completion and third-party availability are not automatically covered. Community help is voluntary, not contractual support.

Material revisions follow the Terms and do not retrospectively reduce purchased commitments. Contact support@hydite.com to confirm support scope.