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

• Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Aphex via the Aphex Messenger or via email at [email protected]. Customer will provide information and cooperation to Aphex as reasonably required for Aphex to provide Support. This includes, without limitation, providing the following information to Aphex regarding the Incident:

  • 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 Level	Description	Target Response Times
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.