Support Policy

1. Introduction & Scope

This Support Policy describes the technical support Vexaro provides for the Service: how to reach us, how we prioritise issues by severity, how target initial responses are assigned where offered, the hours during which support is available, and the boundary between what support covers and what is a separate engagement. It forms part of, and is incorporated into, the Terms of Service.

This Support Policy applies to the support that accompanies your plan. The specific entitlements that apply to you (your support tier, support hours, and target response times) are those stated for your plan or in your Order Form. For Enterprise Plans, support entitlements are set in the Order Form and apply in place of, or in addition to, the standard entitlements described here.

Capitalised terms used here have the meaning given in the Terms of Service. In this Support Policy, Vexaro, we, us, and our mean Vexaro, LLC, a limited liability company organized under the laws of the State of Delaware, USA, unless a different Vexaro contracting entity is expressly identified in your Order Form, Statement of Work, invoice, or account record. If this Support Policy conflicts with an Order Form, the Order Form controls; otherwise the order of precedence in the Terms of Service applies.

2. Support Channels

The primary channel for technical support is email and the support portal:

• Email: [email protected], for technical questions, problem reports, and service requests relating to the Service.
• Support portal: where a portal or in-product support channel is made available for your plan, you may submit and track requests there. The portal, where available, is the recommended way to raise and follow an issue, because it records the severity, timestamps, and history of the request.

For security matters, such as a suspected vulnerability, a security incident, or anything that should not be disclosed through ordinary support, use [email protected] rather than the support channel, so that the report is routed to the appropriate team. The handling of security reports is described in the Vulnerability Disclosure Policy. For billing questions, contact [email protected]; for contracting and legal matters, [email protected].

When you contact support, please include the information we need to help efficiently: the affected Product and environment, a clear description of the problem and its impact, the steps to reproduce it, any error messages or identifiers, and your assessment of severity (Section 3). Complete information helps us respond and prioritise accurately.

3. Severity Definitions

We classify each issue by its severity, based on the impact on the Service. Severity drives prioritisation and the applicable target response time (Section 4). We assign the severity in good faith on the information available, in consultation with you, and may adjust it as the impact becomes clearer.

• S1 (Critical). The production Service is unavailable or unusable, with no reasonable workaround, causing a critical impact on the Customer’s operations. Examples include a complete outage of a Product the Customer depends on, or a defect that prevents all Authorized Users from using a core function with no alternative.
• S2 (Major). A major function of the Service is significantly impaired, but the Service remains partly usable, or a workaround is available at material inconvenience. The impact is significant but not total: for example, a core feature fails for many users while the rest of the Service continues to operate.
• S3 (Minor). A minor or partial issue with limited impact, where the Service remains usable and a reasonable workaround is available. Examples include a non-critical feature behaving incorrectly, or an issue affecting a small number of users or a non-essential function.
• S4 (Question or Request). A general question, a configuration or how-to request, a feature request, a documentation query, or a cosmetic issue, with no material impact on the operation of the Service.

4. Target Response Times

The table below maps each severity to a target initial response by plan tier. The initial response is our first substantive contact acknowledging the issue and beginning work on it. It is not the resolution of the issue.

Severity	Free / Trial	Standard paid plans	Enterprise / negotiated plans
S1 (Critical)	Best-effort self-service resources	Highest available priority for the applicable plan	Per Order Form; may include enhanced coverage where agreed
S2 (Major)	Best-effort self-service resources	High priority for the applicable plan	Per Order Form
S3 (Minor)	Best-effort self-service resources	Standard priority for the applicable plan	Per Order Form
S4 (Question or Request)	Best-effort self-service resources	Lowest operational priority for the applicable plan	Per Order Form

These are target initial-response times, not resolution guarantees. We aim to acknowledge and begin working an issue within the applicable target, with higher-severity issues prioritised ahead of lower-severity ones, but we do not guarantee that any issue will be resolved within a fixed time, because resolution time depends on the nature of the issue, the information available, and factors that may be outside our control. The failure to meet a response target does not, by itself, entitle you to a service credit; service credits relate only to the uptime commitment in the Service Availability Policy (Section 8).

The exact target response time for each severity, the priority order, and any after-hours handling are set out for your plan, checkout, invoice, account, support page, or, for Enterprise Plans, in your Order Form. Free and Trial use is supported on a best-effort basis through Documentation and self-service resources and does not carry a response-time target.

5. Support Hours

Support hours depend on your plan:

• Free and Trial. Self-service support through Documentation and community resources; no scheduled support hours.
• Starter, Team, and Business. Support is available during the support hours published for your plan. Requests submitted outside business hours are handled when support hours next resume, with severity-based prioritisation.
• Enterprise. Support hours are set in your Order Form and may include extended coverage for higher-severity issues.

The specific support window, support days observed, and any holiday handling that apply to your plan are published for that plan or recorded in your Order Form. Where an Order Form sets different hours or coverage, those terms apply in place of this Section.

6. Escalation

If an issue is not progressing as its severity warrants, you may ask for it to be escalated. Within support, escalation raises an issue to more senior or specialised personnel and increases its priority. To escalate, reply on the existing ticket (so the history is preserved) and state why escalation is needed, for example a worsening impact, a missed target, or a change in severity. We may also escalate an issue internally on our own initiative, and may re-classify the severity of an issue up or down as its impact becomes clearer.

For Enterprise Plans, the Order Form may provide a defined escalation path and named contacts; where it does, that path applies. Escalation of a security matter follows the security channel in Section 2 and the Vulnerability Disclosure Policy.

7. Scope of Support

Support covers the Vexaro-operated Service and your use of it, including:

• diagnosing and helping to resolve faults, errors, and defects in the Service;
• guidance on configuring and using the features of the Products on your plan;
• help with account, access, and administrative questions relating to the Service; and
• guidance in interpreting the Documentation.

Support does not cover, and the following are outside the scope of this Support Policy:

• the Customer’s own infrastructure, network, devices, operating systems, and internet connectivity, and the configuration and operation of any Self-Hosted Deployment beyond guidance on the Vexaro software itself (the division of responsibility for a Self-Hosted Deployment is set out in the Self-Hosted Responsibility Matrix);
• third-party products, services, and integrations that the Customer chooses to use with the Service, which are supported by their respective providers;
• issues caused by use of the Service contrary to the Terms of Service, the Acceptable Use Policy, or the Documentation, or by modifications the Customer makes;
• custom development, bespoke configuration, integration work, migration, training, and consulting, which are professional-services engagements contracted separately under a Statement of Work and the Professional Services Terms, and are described for development work in the Development Supplement; and
• security-testing and assessment services, which are engagement-scoped under the Security Services Supplement and are not part of standard support.

Where a request falls outside support, we will, where practical, tell you that it is out of scope and explain how it can be addressed, for example through a professional-services engagement.

8. Relationship to Availability Commitments

The support response targets in this Support Policy are distinct from the uptime commitment in the Service Availability Policy. The Service Availability Policy explains when a plan or Order Form includes an uptime commitment and how service credits apply if that commitment is missed. This Support Policy, by contrast, sets target times within which we aim to respond to support requests, by severity.

These two are measured and remedied separately: a missed response target is a support matter handled under this Support Policy and through escalation (Section 6), and does not give rise to a service credit; a missed uptime commitment is handled under the Service Availability Policy and may give rise to a service credit where the applicable plan or Order Form includes one. The severity definitions in Section 3 correspond to the severity tiers referenced in the Service Availability Policy. For Enterprise Plans, both availability commitments and support response targets may be customised in the Order Form and, where they are, the Order Form terms apply.

Contact

• Technical support and service requests: [email protected]
• Security reports / vulnerability disclosure: [email protected]
• Enterprise support entitlements and contracting: [email protected]

Contracting and notice details are provided on invoices and Order Forms.

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This document is part of the Vexaro Legal Center.