Support Policy

This Support Policy outlines the technical support services provided for the Platform during the applicable subscription term.

1. General Support Commitment

We will use commercially reasonable efforts to provide technical support services for the Platform to Customer’s authorised primary system administrators.

No Availability Guarantees: Support services do not include guaranteed Platform uptime or strictly binding resolution timeframes.
Escalation & Mitigations: Internal procedures may include escalation to Customer Success Management and the lodging of internal IT tickets for investigation. For Severity 1 and Severity 2 issues, updates will be provided periodically, and where commercially reasonable and available, alternative workflows will be suggested to mitigate operational impact while permanent resolutions are investigated.

2. Support

All support issues should be directed to a Xref Support Contact via the Xref Customer Success Teams at the following contact information during Normal Business Hours:

Support Locations & Contacts:

Australia: Phone: +61 2 8244 3099 | Email: support@xref.com

Customer Support can be accessed directly within the Platform by clicking the chatbot icon located in the top-right corner, or by visiting our Help and Training Portal at help.xref.com. From the portal, users can submit new support tickets and access the Xref Knowledge Base containing user guides, training materials, tips, and FAQs.

3. Severity Level Definitions and Target Response Times

Upon receipt of a support request, we routinely assess and classify the issue into one of three (3) Severity Levels at our sole and reasonable discretion.

Severity 1 (Critical)

Definition: The Platform is entirely inaccessible or core functionality is completely broken, preventing all productive use by the Customer.
Target Initial Response Time: Within 4 Business Hours
Target Resolution Time: As soon as commercially practicable

Severity 2 (Major)

Definition: Important functionality is significantly impaired or restricted, but the Platform remains partially accessible and functional.
Target Initial Response Time: Within 1 Business Day
Target Resolution Time: Shortly following initial response, prioritized using all commercially reasonable efforts

Severity 3 (Minor)

Definition: Minor bugs, cosmetic issues, feature requests, or general "how-to" inquiries that do not materially affect the use of the Platform.
Target Initial Response Time: Within 2 Business Days (often faster based on internal product guidelines)
Target Resolution Time: Addressed at initial response (where applicable), or scheduled for future releases/maintenance

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4. Disclaimers & Non-Binding Nature

4.1 Target Nature of Objectives

All stated response and resolution timeframes are estimates and target metrics only. Because the nature of software troubleshooting is inherently unpredictable, we do not guarantee that any specific issue will be resolved within a specific timeframe.

4.2 Exclusion of Remedies & Breach

A failure to meet any target response or target resolution time set forth in this Policy shall not:

Constitute a breach of the governing Terms or Master Subscription Agreement.
Entitle Customer to any service credits, financial refunds, or remedies.
Create any rights of termination for Customer.

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