Support Policy

This Support Policy applies to the Support Services as defined in the Aphex Platform Terms and Conditions. In the event of any inconsistency between this Support Policy and the terms of the Aphex Platform Terms and Conditions, the terms of the Aphex Platform Terms and Conditions will take priority.

Definitions

Unless the context requires otherwise, defined terms in the Aphex Platform Terms and Conditions have the same meaning in this Support Policy, and the following definitions also apply:

Business Day means a day on which banks are open for general banking business in the relevant support region, excluding Saturdays, Sundays and public or bank holidays.

Support Channels and Hours

We provide the Support Services across the various channels set out below. In order for you to receive the Support Services, you must place a request with us using either the Live Chat Support or Email Support channels set out below.

• Help Center: Comprehensive product documentation, guides, and resources available 24/7.

• Live Chat Support: Available between 9am and 5pm, Business Days in active support regions. Active support regions are:

  • United Kingdom (GMT); and

  • Australia (GMT+10).

• Email Support: Available via [email protected].

If your use of the Support Services significantly exceeds typical usage patterns, we may initiate a discussion to review and address this with you. Any changes to the Services or Fees resulting from such review will be mutually agreed upon between the Parties in writing. If the Parties are unable to mutually agree changes to the Services or Fees, we may, in our sole discretion, adjust our response times accordingly, and/or terminate the Aphex Platform Terms and Conditions with 14 days' written notice to you.

Onboarding and Activation

We provide the following onboarding and activation services to support your implementation and adoption of the Services:

• Implementation Support, which includes reasonable assistance with:

  • initial system configuration and setup;

  • user account provisioning and permissions;

  • data import and integration setup, where applicable; and

  • initial template and workspace configuration; and

• Training and Enablement, which includes the provision of reasonable training sessions covering:

  • core platform functionality;

  • administrative features and controls;

  • best practices for your intended use cases; and

  • additional sessions as reasonably required for successful adoption,

together, the 'Onboarding Services'.

Delivery Approach

• The Onboarding Services are provided remotely, unless otherwise agreed between the Parties in writing.

• Where required by you, we may agree to provide multiple sessions in relation to Training and Enablement. All Training and Enablement sessions will be provided at a time and date mutually agreement between the Parties, and will be aimed at your core team only.

Service Limitations

The Parties agree to work together to decide on a plan for the Onboarding Services. We reserve the right to limit the Onboarding Services where we consider your requests to exceed the reasonable scope of the Onboarding Services. Where we consider your use of the Onboarding Services to be excessive, we may agree to provide additional onboarding services at agreed commercial rates.

Incident Management

You may report errors or abnormal behaviour of the Service ("Incidents") by contacting us via the Aphex Messenger or via email at [email protected]. You agree to provide us with all information and cooperation reasonably requested by us in order for us to provide the Support Services to you. This includes, without limitation, providing the following information to Aphex regarding the Incident:

• aspects of the Service that are unavailable or not functioning correctly;

• an assessment of the impact of the Incident on your users;

• start time of Incident;

• list of steps to reproduce Incident;

• relevant log files or data; and

• wording of any error message.

Our personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.

Priority Level	Description	Target Response Time
Priority 1	Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.	2 hours
Priority 2	Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.	2 days
Priority 3	Affects specific features or a limited set of users. Functionality is partially impacted, but a workaround may exist. Examples include single feature downtime, degraded performance for some users, or non-critical integration/data issues.	High Priority = 2 Weeks Medium Priority = 4 Weeks
Priority 4	Non-critical issue; no significant impact on performance of the Service but user experience may be affected.

Subject to clause 5, if an Incident is passed to us outside the applicable service availability window (as set out in the Support Channels and Hours section of this Support Policy), time measurement for the Target Response Time will begin from the commencement of the next service availability window.

Exclusions

We will have no obligation to provide Support Services to the extent an Incident arises from:

(a) use of the Services by you in a manner not authorised in the Aphex Platform Terms and Conditions or any applicable documentation;

(b) general Internet problems, force majeure events or other factors outside of our reasonable control;

(c) your equipment, software, network connections or other infrastructure;

(d) any Third Party Products or Services; and

(e) any trial or beta software, including any Experimental Services (being any software released to the market for testing and feedback).

Additional Resources

To the extent that you are provided access to additional resources, including but not limited to Power BI templates (Additional Resources):

• basic implementation guidance may be provided for standard features, at our sole discretion;

• support does not include custom modifications or bespoke development;

• you maintain full ownership and responsibility for any customisation; and

• we reserve the right to modify or withdraw access to Additional Resources at any time.