Support Policy
This Aphex Support Policy ("Support Policy") accompanies the Aphex Subscription Terms of Service, (the "Agreement") entered into between you ("Customer") and Aphex. Capitalised terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
Support Channels and Hours
Help Center: Comprehensive product documentation, guides, and resources available 24/7
Live Chat Support: Available between 9am and 5pm, 5 days per week in active support regions. Active Support regions are;
United Kingdom (GMT)
Australia (GMT+10)
Email Support: Available via [email protected]
Onboarding and Activation
Aphex provides onboarding and activation services ("Onboarding Services") to support Customer implementation and adoption of the Service. Onboarding Services are delivered by Aphex's Customer Success team in accordance with the following terms:
Implementation Support
Customer Success will provide reasonable assistance with:
Initial system configuration and setup
User account provisioning and permissions
Data import and integration setup where applicable
Initial template and workspace configuration
Training and Enablement
Customer Success will provide training sessions covering:
Core platform functionality
Administrative features and controls
Best practices for Customer's intended use cases
Additional sessions as reasonably required for successful adoption
Delivery Approach
Sessions are delivered remotely unless otherwise agreed
Multiple sessions may be provided based on Customer requirements
Timing and schedule to be mutually agreed between parties
Focus on enablement of Customer's core team
Service Limitations
Onboarding Services are provided within reasonable business requirements
Aphex reserves the right to limit services where requests exceed reasonable scope
Additional implementation services may be purchased at agreed commercial rates
Enterprise
Customers who have purchased Enterprise Services may receive enhanced strategic support in addition to standard Support and Onboarding Services. Where applicable, Enterprise Services may include:
Strategic Support
Assignment of an Enterprise Account Manager
Regular business review meetings
Strategic roadmap alignment sessions
Adoption and usage analysis
Process optimisation recommendations
Business Reviews
Enterprise Services may include periodic business reviews covering areas such as:
Platform usage analysis
Adoption metrics and trends
Feature utilisation assessment
Upcoming product capabilities
Strategic alignment discussions
Action items and recommendations
Implementation Standards
Enterprise Account Management support may include assistance with:
Developing standardised processes
Best practice implementation
Change management guidance
Team enablement strategies
Success metrics and KPIs
Incident Management
Aspects of the Service that are unavailable or not functioning correctly
Incident's impact on users
Start time of Incident
List of steps to reproduce Incident
Relevant log files or data
Wording of any error message
Incident Response. Aphex's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.
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 Day
Priority 3
Non-critical issue; no significant impact on performance of the Service but user experience may be affected.
14 Days
Additional Resources
To the extent that Customers 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
Support does not include custom modifications or bespoke development
Customers maintain full ownership and responsibility for any customisation
Aphex reserves the right to modify or withdraw access to Additional Resources at any time
Exclusions
Exclusions. Aphex will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Aphex's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
Last updated
Was this helpful?