xcPEP Support Policy

xcPEP Support Policy

 

1. Purpose and Scope

This Support Policy outlines the support services provided by Advanced Structures India Private Limited for its xcPEP SaaS platform. It details how customers can access support, expected response times, and available resources.

2. Support Tiers/Levels

We offer Standard Support, which is included with all subscriptions, providing access to our core support channels during business hours for non-critical issues.

3. Support Channels

Customers can access support through the following channels:

4. Support Hours

  • Critical Issues (Severity 1): 24 hours a day, 7 days a week, 365 days a year.
  • Non-Critical Issues (Severity 2, 3, 4): Standard business hours: Monday to Friday, 9:00 AM to 6:00 PM IST, excluding public holidays.

5. Response Time Objectives (RTOs)

Our commitment to response times is defined by issue severity:

Severity LevelDescriptionTarget Initial Response TimeSeverity 1 (Critical)Service down, major functionality impaired, no workaround. Affects all users.Within 1 hour (24x7)Severity 2 (High)Significant functionality affected, partial or no workaround. Affects many users.Within 4 hours (Business Hours)Severity 3 (Medium)Non-critical functionality impacted, affecting some users, or a workaround exists.Within 8 business hoursSeverity 4 (Low)Minor issues, general questions, cosmetic defects, feature requests.Within 24 business hours

6. Issue Severity Definitions

  • Severity 1 (Critical): The service is completely unavailable or a core feature is critically impaired, rendering the service unusable for all or a significant portion of users, with no viable workaround.
  • Severity 2 (High): Significant functionality is unavailable, affecting a large number of users, or there is a major degradation of performance. A partial workaround may exist.
  • Severity 3 (Medium): Non-critical functionality is impacted, affecting a limited number of users, or a complete workaround is available.
  • Severity 4 (Low): Minor issues, cosmetic defects, general questions, or requests for enhancements that do not significantly impact the service's functionality.

7. Escalation Matrix

We have a defined escalation process to ensure that issues are resolved promptly. If an issue is not resolved within the target resolution time, it will be automatically escalated to the next level of support or management. Details available upon request.

8. Language of Support

Our primary language for support is English.

9. Policy Review and Updates

This xcPEP Support Policy is reviewed periodically and may be updated to reflect changes in our service offerings or support procedures.