Support Guidelines

These guidelines define how Morphic and the customer team work together across support, enablement, and issue resolution. They are intended to ensure clear communication, timely coordination, and a shared understanding of the support included with Morphic.

1. Purpose

Morphic provides support and customer success engagement to help enterprise customers adopt the platform successfully, configure effective workflows, and resolve product-related queries efficiently.

These guidelines define how Morphic and the customer team will work together across support, enablement, and issue resolution. They are intended to ensure clear communication, timely coordination, and a shared understanding of the support included with Morphic.

Morphic's goal is to help customer teams use the product effectively, build repeatable internal workflows, and get consistent value from the platform.

2. Support Availability

Morphic support is structured across the following tiers:

• Platform-critical issues: monitored 24 hours a day, 7 days a week. This covers issues that prevent the customer team from using Morphic, such as access or authentication failures, widespread generation failures caused by a platform or model fault, and security issues.
• Support queries: responded to within 24 hours on business days, when raised in the shared communication channel or by email at support@morphic.com.
• Creative and enablement support: available 9:00 AM to 10:00 PM IST (03:30 to 16:30 UTC) on business days. This covers onboarding, workflow setup, generation troubleshooting, best-practice guidance, generation assistance, and demonstrations.

Creative and enablement queries raised outside these hours will be reviewed during the next available support window. For reference, the creative and enablement window corresponds to the following local times:

India, Japan, and Korea do not observe daylight saving and remain fixed year-round. US and European equivalents shift by one hour between winter and summer.

Morphic will make commercially reasonable efforts to respond to and resolve queries based on their nature, urgency, complexity, and business impact.

3. Support and Customer Success Scope

Morphic support is focused on product enablement, workflow guidance, troubleshooting, and platform-related assistance.

Support may include:

• Assistance with initial onboarding and setup
• Guidance on workflow and process setup
• Help configure systems for the effective use of Morphic
• Troubleshooting failed or unexpected generations
• Support where a model, workflow, or platform issue may be affecting output
• Recommendations on best practices for improving workflows or generation approaches
• Demonstrations or sample generations where useful for enablement
• Directions to relevant help resources where required

For additional self-serve product guidance, customers may refer to: help.morphic.com.

4. Generation Assistance

Morphic is designed to enable customer teams to conduct their own generations, exploration, and iteration within the customer's organization. Testing, prompt refinement, and workflow exploration are expected to be carried out by the customer team using their own workspace and credits.

Where Morphic runs generations on behalf of the customer, for troubleshooting, demonstration, workflow exploration, or enablement, those generations consume the customer's credits. Such credits are consumed as part of the support and refinement process and are non-refundable, regardless of the output produced, the number of iterations required, or the eventual outcome.

AI generation inherently requires testing and iteration to arrive at the right prompt, workflow, or output. Credits used during this process, whether by the customer or by Morphic acting on the customer's behalf, are treated as ordinary usage by the customer and are not reversed, credited back, or disputed on the basis of output quality or result.

5. Content Generation Scope

Morphic support is intended to help customers use the product effectively. It is not intended to replace the customer's internal content creation or creative operations function.

Support is limited to product usage, workflow setup, process guidance, troubleshooting, and generation assistance where a model, platform, or workflow issue is being faced.

Ongoing content generation, content strategy, creative direction, content review, campaign execution, approval, and final output ownership remain with the customer team.

Morphic may provide guidance to improve the customer's generation workflows, but standard support does not include Morphic acting as an outsourced content generation or execution team.

Creative and enablement support is provided within reasonable limits. Where the volume of creative support queries increases over time, or where the work involved grows in scope or complexity, Morphic may introduce a separate charge for enterprise support. Whether such a charge applies, and how it is determined, will be decided by Morphic at its sole discretion, and will be communicated to the customer before it takes effect.

6. Communication Channel

One shared communication channel will be maintained between Morphic and the customer team for support queries, issue resolution, and customer success coordination.

All support queries should be raised in this shared channel to ensure visibility, continuity, accountability, and faster coordination between teams.

Support queries should not be sent through 1-1 direct messages unless specifically requested by Morphic for a particular case.

Maintaining a shared channel helps both teams preserve context, track open items, and ensure that the right stakeholders have visibility into recommendations, decisions, and next steps.

7. Raising Support Queries

To help Morphic review and resolve queries efficiently, customer teams should provide clear context when raising an issue or request.

Where relevant, queries should include:

• A brief description of the issue or request
• Screenshots, recordings, links, or error messages
• The workflow or generation being attempted
• Prompt or input details, where useful
• Expected output versus actual output
• Any steps already tried
• Urgency or business impact, if applicable

Providing this context helps Morphic understand the issue faster, identify the right next steps, and support the customer team more effectively.

8. Urgent or Business-Critical Issues

Urgent issues are platform-critical issues, meaning issues that prevent the customer team from using Morphic. These are monitored 24 hours a day, as set out in Section 2.

When raising an urgent issue, the customer team should clearly mark it as urgent in the shared communication channel and describe the business impact.

Examples of urgent issues include:

• Platform access or authentication failures affecting multiple users
• Repeated generation failures caused by a suspected platform issue
• Issues preventing the customer team from using a core Morphic workflow

General content requests, creative revisions, exploratory generations, and preference-based output changes are not urgent product support issues, unless they are caused by a platform failure. These are handled within creative and enablement support hours.

9. Customer Responsibilities

To ensure support remains effective, the customer team is expected to actively use Morphic and build internal familiarity with the platform over time.

The customer team is responsible for:

• Running routine generations independently
• Reviewing and approving generated outputs
• Managing content strategy, creative direction, and final usage
• Monitoring credit usage
• Applying recommended workflows and guidance
• Sharing sufficient context when raising support queries
• Ensuring internal users follow these engagement guidelines

Morphic will support the customer through guidance, troubleshooting, and enablement so the team can use the product effectively and independently.

10. Conduct of Support

Morphic and the customer team are expected to maintain professional, respectful, and constructive communication at all times.

Both teams should work collaboratively, provide relevant context, and allow reasonable time for investigation and resolution.

To keep support effective, all support-related communication should remain in the shared channel. Duplicate follow-ups across multiple channels should be avoided, as they can reduce visibility and slow down resolution.

11. Updates to These Guidelines

Morphic may update these guidelines from time to time to improve support processes, clarify scope, or reflect changes in product operations.

Any material changes to enterprise support commitments will be communicated through the appropriate customer success or contractual channels, where applicable.

12. Acknowledgement

By engaging with Morphic support and customer success, both teams acknowledge that:

• Platform-critical issues are monitored 24 hours a day and 7 days a week, support queries are responded to within 24 hours on business days, and creative and enablement support is available 9:00 AM to 10:00 PM IST on business days
• One shared communication channel will be used for support queries and issue resolution
• Support is focused on onboarding, setup, workflow guidance, troubleshooting, and product enablement
• Customer teams are encouraged to conduct their own generations using Morphic
• Morphic may conduct generations where required for troubleshooting, demonstration, workflow exploration, or enablement
• Credits used during Morphic-assisted generation are part of the exploration and refinement process
• Morphic support does not include ongoing content generation, creative execution, or outsourced content operations
• Content ownership, creative direction, review, approval, and final usage remain with the customer team