AtlasFlux Support Product Notice

1. Relationship with the central policies

This Product Notice supplements the Rainspeed Labs Terms of Use, Privacy Policy, Service Terms, Acceptable Use Policy, Cookie Policy, Subprocessors register and any product terms for AtlasFlux AI, AtlasFlux API or ONeNas Code. AtlasFlux Support is a central support service for Rainspeed Labs products, but it remains a separate support data system with its own tickets, messages, attachments, staff access and operational records.

2. Support data

When you use Support, we may process your Clerk identifier, email, name, locale, account preferences, ticket subject and message, replies, internal routing, category, product, priority, status, assignee, close reason, notifications, attachments, attachment names, file type, size and checksum, Help Center searches, article feedback, incident information and messages sent to us.

Support may also create audit and security records containing the actor, role, action, resource, metadata, IP-derived hash, user-agent, severity and security event details. Email delivery may be handled through Resend and may create an email outbox row, delivery status, provider message identifier and delivery event.

3. Attachments and storage

Where enabled, Support attachments are stored in a private Cloudflare R2 bucket using signed upload and download URLs, ownership checks and file validation. Current implementation limits are up to 10 MB per attachment and up to five attachments per ticket, with PNG, JPEG, WebP, PDF and selected text formats. Validation, checksum and file-type checks do not guarantee detection of every malicious file. Do not upload passwords, private keys, malware, payment secrets or material you are not authorised to share.

Abandoned unverified staged uploads have a 24-hour cleanup eligibility target. A ticket attachment that has been accepted, downloaded or associated with a ticket may follow different retention and deletion rules.

4. Staff access and Customer 360

Support uses role-based access for users, support agents, support administrators and other authorised staff. Staff access, internal notes, ticket events and security actions may be logged. Access is limited by the permissions and product workflow applicable to the request.

Where enabled, the read-only Customer 360 feature looks up the current signed-in user's AtlasFlux AI and AtlasFlux API information using the user's Clerk ID. It may display limited profile, plan, subscription, Credits, wallet, API-key metadata and recent usage information needed for support. It is not intended to reveal a complete API secret, key hash or other secret credential, and a support request must not ask you to provide one.

5. Support AI agent

Where enabled, an automated Support AI agent may process the conversation, page context, Help Center results and Customer 360 tool results. Those inputs and generated responses may be sent to OpenRouter for model processing and may be stored as support-agent conversation history. Automated responses can be wrong or incomplete and do not replace a human, legal, medical, financial or security professional. You remain responsible for verifying advice and for not submitting secrets or unnecessary personal data.

6. Email, notifications and operational records

Support may send transactional service messages, ticket updates, account notices and other support communications through Resend or another configured delivery provider. Email content, delivery events, retries and provider identifiers may be stored to operate, troubleshoot and prove delivery. Email links and message templates may change as the central Rainspeed Labs legal and support URLs are updated.

7. Retention, deletion and rights

Support does not have one universal expiry period for all records. Abandoned staged uploads may be eligible for short-term cleanup, but tickets, replies, internal notes, notifications, email records, Help Center searches, feedback, audit records and security events may be retained for support, security, legal, dispute, fraud-prevention or operational purposes. The currently available deletion of an eligible Support AI conversation or unattached upload is not deletion of the Support account, tickets, replies or security records.

Support currently may not provide a self-service account-deletion or general data-export route. You may submit an access, correction, deletion, restriction, objection, portability or other rights request through https://support.atlasflux.my or hello@rainspeedlabs.com. We may verify identity and authority, restrict disclosure of another person's data and retain records where permitted or required by law.

8. Security and no-secret rule

Support applies authentication, role checks, rate limiting, server-side secret redaction, signed attachment URLs, ownership checks, file validation, webhook verification and audit/security events where configured. These controls are not an absolute guarantee. Do not send complete API keys, bearer tokens, passwords, private keys, full card details, database URLs or environment secrets in a ticket or attachment.

Support is not an emergency service and does not guarantee a particular response time, refund, restoration or resolution unless a separate written commitment says otherwise. Product, billing, privacy and security requests are handled through the Help Center workflow and may be routed to the relevant Rainspeed Labs team.