Xapi Support Service Policy

1.1 Standard Support: A support plan that applies to all subscribers who have purchased a paid subscription of Xapi, and chosen the Basic Plan or Standard Plan or Professional Plan.

1.2 Enterprise Support: A support plan that applies to subscribers who have purchased a paid subscription of Xapi, and chosen the Enterprise Plan. Where an Enterprise Subscriber has entered into a separate Xapi License Agreement, such Subscriber may be entitled to additional or enhanced service levels as set out therein.

2.1 Subscribers can contact support through the following channels:

• Email: support@xapihub.io
• Xapi Help Centre
• Xapi Copilot

3.1 Standard Support:

• During Xapi business hours Monday to Friday (9:00 AM – 6:00 PM SGT) excluding holidays.
• Level 04/Critical incidents are attended to around the clock, 24 hours a day, 7 days a week.

3.2 Enterprise Support:

• If applicable 24/7

4.1 Subscribers may raise issues or abnormal behaviour of the Service ("Incident") through the Xapi email support@xapihub.io.

4.2 The Subscriber shall comply with all recommended troubleshooting steps provided by the Xapi before escalating an issue.

4.3 When raising an Issue, Subscribers are expected to provide sufficient detail to allow Xapi to investigate effectively, including:

• Which parts of the Service are affected or unavailable
• The scope and impact on end users
• When the Incident first occurred
• Steps that can be used to replicate the Incident
• Any relevant logs, data exports, or screenshots
• The exact wording of any error messages displayed
• The Incident reference number, where one has been issued by Xapi

5.1 Upon receipt of a support request via email, the severity level will be assessed and assigned by an authorized Xapi support team member based on the impact and urgency of the issue.

5.2 The assigned severity level will determine the applicable response time as outlined above.

6.1 Standard Support:

• Standard support communication will activate, and Subscribers will be notified of any status change and progress via email,
• Critical issues are prioritized immediately,
• All Subscribers will receive regular status updates for critical issues.

6.2 Enterprise Support:

• Support communication will activate, and Subscribers will be notified of any status change and progress via email,
• Critical & High issues are prioritized immediately, and Subscribers will receive regular status updates,
• For any escalations Subscribers could contact dedicated account manager allocated for enterprise Subscribers.

7.1 Uptime commitment: e.g., 99.9% monthly uptime.

7.2 Scheduled maintenance will be communicated at least prior one week of maintenance start.

7.3 Emergency maintenance will be performed when required.

8.1 Support does not cover:

• Suspension of access to the service,
• Maintenance performed to prevent or mitigate platform-wide disruptions,
• Factors outside of or beyond Xapi's reasonable control, such as hosting company outages,
• Force majeure events,
• Issues caused by Subscriber or third-party integrations not managed by Xapi team and outside Xapi's control,
• Misuse or unauthorized modifications of the platform,
• Acts or omissions solely attributable to Subscriber or Subscriber's agents, contractors, or vendors, or anyone gaining access to the services through the Subscriber's credentials or equipment,
• Technical previews or betas, not in commercial operation, as reasonably determined by Xapi.

9.1 All support interactions comply with data protection regulations align with Xapi privacy policy.

9.2 Subscribers should not share sensitive data unless necessary.

10.1 Xapi reserves the right to modify this Support Service Policy, subject to the terms of the Subscription entered between the Subscriber and Xapi.

10.2 The Subscriber will be notified of any such modifications and shall comply with the current active Support Service Policy.

10.3 Support shall cease immediately upon termination of the Subscription.

Questions or correspondence about this policy can be directed to support@xapihub.io

12.1 "Business Hour" means any hour, excluding weekends and holidays, in the Subscriber's region, unless otherwise specified in a Subscription.

12.2 "Response Time" is defined as the time elapsed between the reporting of a case by the Subscriber or Xapi becoming aware of the problem (whichever is earlier) and a Xapi Technical Support Engineer acknowledging the receipt of such report to Subscriber.

12.3 "Subscriber" means those individuals and entities that have entered into a Subscription with Xapi.

12.4 "Subscription" means the applicable agreement(s) between Xapi and a Subscriber for the provision of licenses to the Xapi SaaS Products and applicable Support Services, including order forms.

12.5 "Support Service Policy" means the policies and procedures as set forth herein.

12.6 "Support Services" means access to Xapi support systems and personnel to be used within the scope and limits as set out in this Support Policy and the Subscription.