Ethixbase360 Platform Customer Support Policy

Ethixbase360 Platform Customer Support Policy

This Support Policy (a) details our advanced levels of support for Ethixbase360 Platform enterprise and (b)  reflects the standard we aim to deliver and is intended as an operational benchmark. Unless otherwise agreed or outlined, this support is included in the Price.

The provisions of support if subject to the Ethixbase360 Terms and Conditions of Service and defined terms used in those terms and conditions have the same meanings in this document.

This Support Policy is made up of the following:

• Support Channels
• Support Coverage
• Support Ticket Prioritisation
• Ethixbase360 Platform Availability
• Monitoring
• Planned Maintenance
• Disaster Recovery
• Scope
• Customer Dependencies
• Notices
• Updates

Support Channels

Support is provided in the UK English language only.

Our Support Team will respond to requests made by Authorised Users through one of our approved support channels. These are:

• By logging a request via https://ethixbase.zendesk.com/hc/en-us – recommended route for immediate support
• By email, direct to our Support email address: [e-mail]

Support requests made by other means, such as by emailing or calling an Account Manager or any other individual at Ethixbase360, will be responded to once our Customer Support Team becomes aware of them but will not be covered by this Support Policy.

Support Coverage

Our Support Team is available 8am to 6pm CET, Monday to Friday excluding bank and public holidays (Support Hours).

If a request for support is received outside Support Hours or at a time during Support Hours that does not enable Supplier to respond in accordance with this Support Policy before the end of Support Hours, the time for calculating Response and Resolution Times shall commence or re-commence (as the case may be) when Support Hours re-commence.

Support Ticket Prioritisation

We follow processes designed to ensure that Authorised User requests for support are dealt with in accordance with the following order of priority: 

Ticket Priority	Definition	Response Time Target (from time support request logged by support channel)	Resolution Time Target (from time support request logged by support channel)
P1 - Urgent	Platform is down and experiencing a complete outage or inaccessible to all Authorised users	≤ 1 business hour	≤ 1 business day
P2 - High	A Platform critical function is unusable with no viable workaround OR severe degradation of a critical function(s) affecting most or all authorised users; or non‑critical function without a workaround affecting most or authorised users	≤ 2 business hours	≤ 2 business days
P3 - Normal	Impacts multiple Platform users (but not all) or non‑core activities with a reasonable workaround available	≤ 4 business hours	≤ 5 business days
P4 - Low	Impacts one Platform user only or a cosmetic / password resets / low‑impact or improvements; minimal / no business impact; workaround available	≤ 1 business day	≤ 8 business days
P5 - User Support Request	General inquiries or non-failure related queries like feature requests or requests for assistance	≤ 1 business day	≤ 5 business days

Ethixbase360 aims to respond and satisfactorily resolve 95% of issues submitted to it within the time specified above.

Availability:

The Ethixbase360 Platform will be Available 99% of the time.

Availability is measured as the percentage of time in a calendar month when Authorised Users can access and use the Ethixbase360 Platform in accordance with an Agreement calculated as: ((total minutes in month – minutes during which Ethixbase360 Platform cannot be accessed and used) / total minutes in month) x 100.

The Ethixbase360 Platform will be treated as Available during periods of Planned Maintenance.

Monitoring the Application

We monitor the availability of the Ethixbase360 Platform and the performance of our associated infrastructure. This monitoring is carried out in part by automated scans and performance monitoring software and in part by our Support and Technical Teams.

Planned Maintenance

Planned maintenance will be kept to a minimum. Where planned maintenance is required, we will endeavour to notify Customers 48 hours in advance and to ensure the planned maintenance is at a time that does not unduly affect our Customers’ experience, e.g. evenings or weekends.

Disaster Recovery:

In the event of a disaster we will activate our procedures designed to limit data loss and to restore the service as quickly as possible. During such periods we will communicate proactively with affected Customers.

Scope

We will provide support and address issues where the Ethixbase360 Platform fails to conform to its specification. It is our intention to provide an excellent standard of support and to deliver the highest levels of satisfaction to our Customers. However, there are some issues that fall beyond our control and, while we will take reasonable steps to support our Customers in such circumstances, we will not be obligated to provide a solution under this Support Policy in such cases.  These include:

• events beyond our reasonable control
• the availability or content of any third party websites or resources linked to from the Ethixbase360 Platform
• problems caused by Customer Systems or third party products or services used by Customer in conjunction with Services
• use of Services contrary to Ethixbase360’s instructions
• modification or alteration of Services by any party other than Ethixbase360
• any breach of the agreement by Customer

Customer Dependencies

To ensure that Ethixbase360 support channels are used only to resolve the most serious problems, Customer should attempt to resolve problems encountered by Authorised Users internally before they seek support.  This may include providing first line support via the provision of general product information or assisting in troubleshooting problems.  Only problems that Customer cannot resolve internally should be escalated to Ethixbase360 support channels.

When providing support, we rely on the Customer to supply clear and accurate information to help us to understand and address any issues. We will not be considered to have fallen outside of response targets where the reason is linked to a failure by the Customer to comply with any of the below.

• Point of Contact: The Customer will nominate an individual or individuals who will act as the principal point of contact and who will escalate any issues from the Customer side which they feel have not been adequately dealt with.
• Responses: The Customer must provide us with timely and accurate responses to any requests for information, which will help us to respond to an issue, and must provide enough information for us to be able to diagnose the issue.

Notices

Notices to Customer under this Support Policy will be given by email to Customer’s general contact as set out in an Order and will be deemed given when the email is sent.

Updates

We reserve the right to update this Support Policy at any time.  All such updates will be found at https://ethixbase.zendesk.com/hc/en-us/articles/29053707920284-Ethixbase360-Platform-Customer-Suppo…