LICENSE-COMMERCIAL-SUPPORT

Untold Engine Commercial Support Policy
========================================

Version 1.0
Copyright (c) Untold Engine Studios. All rights reserved.

This Support Policy applies to all active Commercial License holders and
defines the scope, priorities, and limitations of technical support
provided by Untold Engine Studios ("Licensor").

------------------------------------------------------------------------

1. DEFINITIONS
------------------------------------------------------------------------

1.1. "Supported Configuration"
     means the unmodified Untold Engine source code at the Licensee's
     licensed version, used in accordance with official documentation
     and without alterations to engine internals, architecture, or
     rendering pipeline.

1.2. "Engine Bug" (Correctness Defect)
     means a defect that produces incorrect, undefined, or crashed
     behavior that is reproducible in a Supported Configuration and
     is attributable to the Untold Engine source code itself, not to
     Licensee modifications, third-party integrations, or unsupported
     platform configurations. Examples: incorrect rendering output,
     crash on valid input on device, incorrect entity transform.

1.3. "Performance Issue"
     means a condition where the engine produces correct output but
     at lower throughput, higher memory usage, or higher latency than
     expected or documented. Performance issues are distinct from
     Engine Bugs and receive best-effort handling rather than priority
     triage. Documented performance regressions between named releases
     may be escalated. Workload-specific optimization, profiling, tuning,
     or architectural guidance is outside standard support scope and may
     be addressed as paid consulting (see Sections 4.4 and 6).

1.4. "Platform-Specific Issue"
     means behavior that differs from documented behavior only on a
     specific Apple platform (e.g., visionOS, tvOS) or hardware
     configuration, where the root cause may lie in the platform SDK,
     driver, or hardware rather than the engine. Platform-Specific
     Issues are subject to triage before priority is assigned
     (see Section 4.4).

1.5. "Feature Gap"
     means the absence of a capability that Licensee expects or
     desires but that is not documented as a supported feature of
     the licensed version. Feature gaps are not Engine Bugs and are
     not eligible for support scope (see Section 4.4).

1.6. "Large Scene / Stress Failure"
     means a failure or degradation that occurs only above a certain
     scene scale, entity count, or asset volume, and cannot be
     reproduced with a minimal scene. These are triaged case by case
     (see Section 4.4).

1.7. "Licensee Modification"
     means any addition to, deletion from, or alteration of engine
     source files made by Licensee, including changes to rendering
     passes, physics systems, entity component systems, shader code,
     or any other engine subsystem.

1.8. "Support Request"
     means a written request submitted by Licensee via the designated
     support channel describing a specific, reproducible issue.

------------------------------------------------------------------------

2. SUPPORT TIERS
------------------------------------------------------------------------

Support entitlements are determined by the Licensee's active tier at
the time the Support Request is submitted.

  +--------------+------------------+------------------+----------------------+
  | Tier         | Acknowledgement  | Fix Targeting    | Channel              |
  +--------------+------------------+------------------+----------------------+
  | Community    | No guarantee     | No guarantee     | GitHub Issues        |
  | (MPL-2.0)    |                  |                  | (best effort)        |
  +--------------+------------------+------------------+----------------------+
  | Indie        | 48 business hrs  | Next minor       | GitHub Issues        |
  |              |                  | release          | (include tier)   |
  +--------------+------------------+------------------+----------------------+
  | Studio       | 24 business hrs  | Next patch       | GitHub Issues        |
  |              |                  | release          | (include tier)   |
  +--------------+------------------+------------------+----------------------+
  | Enterprise   | Custom SLA       | Negotiated       | GitHub Issues        |
  |              |                  |                  | (include tier)   |
  +--------------+------------------+------------------+----------------------+

"Business hours" means Monday through Friday, 9:00 AM to 6:00 PM
Pacific Time, excluding public holidays.

------------------------------------------------------------------------

3. PRIORITY POLICY
------------------------------------------------------------------------

3.1. Engine Bugs affecting active Commercial License holders (Indie,
     Studio, or Enterprise) take priority over all other open issues,
     including community bug reports and feature requests.

3.2. Priority is determined in the following order when multiple
     Commercial License holders report issues simultaneously:

       (a) Tier precedence: Enterprise > Studio > Indie;
       (b) Within the same tier: earliest confirmed submission date.

3.3. Priority status applies only to confirmed Engine Bugs as defined
     in Section 1.2. A Support Request that cannot be reproduced in
     a Supported Configuration does not receive priority treatment
     until it is confirmed as an Engine Bug through triage (Section 4).

------------------------------------------------------------------------

4. TRIAGE PROCESS
------------------------------------------------------------------------

4.1. Upon receiving a Support Request, Licensor will first determine
     whether the issue is reproducible in a Supported Configuration.

4.2. Licensee must provide, upon request:

       (a) A minimal reproduction case using an unmodified version
           of the engine at the licensed version;
       (b) Steps to reproduce, platform details, and OS/SDK version;
       (c) Any relevant logs, shader compiler output, or crash reports.

4.3. Triage outcomes:

       (a) Confirmed Engine Bug — issue is reproducible in a Supported
           Configuration. Priority queue applies per Section 3.
           Licensor owns the resolution.

       (b) Licensee Modification Issue — issue is not reproducible in
           a Supported Configuration and appears to originate from
           Licensee Modifications. This falls outside support scope
           (Section 5). Licensor will notify Licensee and may offer
           paid consulting (Section 6).

       (c) Environment Issue — issue is attributable to Licensee's
           hardware, OS, or platform configuration outside documented
           support. Licensor will advise but is not obligated to resolve.

       (d) Cannot Reproduce — Licensor is unable to reproduce the issue
           with the information provided. Licensor will request
           additional information. If no response within 14 calendar
           days, the request may be closed.

4.4. Issue Classification

     Not every report is an Engine Bug. The following table defines
     how each issue type is classified and handled:

     +----------------------------+----------+---------------------------+
     | Issue Type                 | Priority | Handling                  |
     +----------------------------+----------+---------------------------+
     | Correctness Bug            | Yes      | Licensor owns resolution. |
     | (incorrect/crashed output, |          | Priority per Section 3.   |
     | reproducible on unmodified |          |                           |
     | engine)                    |          |                           |
     +----------------------------+----------+---------------------------+
     | Performance Issue          | No       | Investigated on best-     |
     | (correct output, lower     |          | effort basis. Documented  |
     | throughput or higher       |          | regressions between named |
     | memory than documented)    |          | releases may be escalated.|
     |                            |          | Workload-specific optimi- |
     |                            |          | zation, profiling, tuning,|
     |                            |          | or architecture guidance  |
     |                            |          | is outside scope; may be  |
     |                            |          | addressed as consulting   |
     |                            |          | (Section 6).              |
     +----------------------------+----------+---------------------------+
     | Platform-Specific Issue    | Partial  | Triaged first to confirm  |
     | (visionOS, tvOS quirks,    |          | engine vs SDK/driver root |
     | hardware-dependent)        |          | cause. Priority assigned  |
     |                            |          | only if engine is at      |
     |                            |          | fault.                    |
     +----------------------------+----------+---------------------------+
     | Large Scene / Stress       | Partial  | Requires minimal repro    |
     | Failure (fails only above  |          | attempt. If unreproducible|
     | certain scale or entity    |          | at smaller scale, treated |
     | count)                     |          | as best-effort.           |
     +----------------------------+----------+---------------------------+
     | Feature Gap                | No       | Logged as a feature       |
     | (desired feature not       |          | request. Not eligible for |
     | present in licensed ver.)  |          | support scope or priority.|
     +----------------------------+----------+---------------------------+
     | Licensee Modification      | No       | Outside support scope.    |
     | Issue (only reproducible   |          | May be addressed as paid  |
     | after engine changes)      |          | consulting (Section 6).   |
     +----------------------------+----------+---------------------------+

     Licensor determines issue classification during triage. Licensee
     may dispute a classification by providing additional reproduction
     evidence.

------------------------------------------------------------------------

5. SUPPORT SCOPE AND EXCLUSIONS
------------------------------------------------------------------------

5.1. Support is limited to Engine Bugs as defined in Section 1.2.

5.2. The following are explicitly outside support scope:

       (a) Issues arising from Licensee Modifications to engine source
           files, including custom rendering passes, modified physics
           or collision systems, altered entity component architecture,
           or custom shader pipelines;

       (b) Integration of third-party libraries, SDKs, or middleware
           not provided or documented by Licensor;

       (c) Architectural decisions made by Licensee that deviate from
           documented engine design patterns;

       (d) Issues caused by hardware, operating system versions, or
           Apple platform SDK versions outside those documented as
           supported for the licensed engine version;

       (e) General Swift, Metal, or platform programming assistance
           not directly related to an Engine Bug;

       (f) Code review or audit of Licensee Modifications;

       (g) Workload-specific optimization, performance tuning, profiling,
           or architectural guidance not directly related to a documented
           performance regression or confirmed Engine Bug.

5.3. Licensor reserves the right to close a Support Request that falls
     outside scope after notifying Licensee of the reason.

------------------------------------------------------------------------

6. PAID CONSULTING
------------------------------------------------------------------------

6.1. Issues outside support scope — including diagnosis or debugging of
     Licensee Modifications — may be addressed as paid consulting at
     Licensor's then-current hourly rate.

6.2. Paid consulting is offered at Licensor's discretion and subject
     to availability. It does not alter the support scope defined in
     Section 5, nor does it create an ongoing support obligation.

6.3. To inquire about paid consulting, send a private email to
     harold.serrano@untoldengine.com. Licensor will respond to
     discuss scope and terms.

------------------------------------------------------------------------

7. SUPPORT CHANNEL AND SUBMISSION
------------------------------------------------------------------------

7.1. All Support Requests, regardless of tier, must be submitted via
     GitHub Issues in the official Untold Engine repository.

7.2. Commercial License holders (Indie, Studio, Enterprise) must
     include their license tier in the issue body to receive priority
     treatment. If Licensor requires verification, Licensee will be
     contacted privately by email to confirm license status. Issues
     submitted without tier identification will be treated as community
     tier until the license is confirmed.

7.3. Licensor will apply a priority label to confirmed Commercial
     License issues once the license is verified, marking them for
     expedited triage per Section 3.

------------------------------------------------------------------------

8. NO GUARANTEE OF RESOLUTION
------------------------------------------------------------------------

Licensor will make commercially reasonable efforts to acknowledge,
triage, and resolve confirmed Engine Bugs within the timeframes in
Section 2. However, Licensor does not guarantee that every Engine Bug
will be resolved in a specific timeframe or at all, particularly where
resolution depends on third-party platforms, Apple SDK constraints,
or hardware-specific behavior outside Licensor's control.

------------------------------------------------------------------------

9. SUPPORT POLICY CHANGES
------------------------------------------------------------------------

Licensor may update this Support Policy from time to time. Changes
will be communicated to active Commercial License holders via email
with at least 30 days notice before taking effect for existing
subscribers. Continued use of the Software after the effective date
constitutes acceptance of the updated policy.

------------------------------------------------------------------------

Untold Engine Studios
Email: harold.serrano@untoldengine.com