This policy forms Schedule 1 of the Master Services Agreement.
Support Availability
Exenai will provide Support Services during Support Hours (09:00 to 18:00 UK time, Monday to Friday excluding Recognised Holidays).
Support Channels
Support Services are provided via:
Web-based support portal;
Email support;
Telephone support (for critical issues only).
Eligible Users
Only authorised Customer administrators or designated contacts may request Support Services.
Service Levels
Exenai aims to respond to support requests in accordance with the following target response times:
Priority - Description - Target Response Time
P1 - Critical issue: complete service outage or significant data loss - 1 hour
P2 - High-impact issue: major functionality degraded with no workaround - 8 hours
P3 - Normal issue: standard functionality impaired, workaround available - 48 hours
P4 - Low-priority request: general enquiry, feedback, or cosmetic issue - 5 business days
Upgrades and Maintenance
Scheduled maintenance and upgrades are communicated at least 48 hours in advance where feasible and will be performed outside of Support Hours whenever possible.
Excluded Support
Support Services do not include:
Support for third-party software not provided by Exenai;
Support required due to unauthorised modification or misuse of the Services;
Training services (unless included in the Order Form);
Professional Services (subject to separate scope).
Additional Support Fees
Exenai reserves the right to charge at standard Professional Services rates for any support requests that fall outside the defined scope of this Schedule.