Support Policy

Support Policy

Last Updated: November 2, 2025

1. Purpose

This Support Policy describes how Advanced Structures India Pvt. Ltd. (ASI) provides support for customers using xcPEP and xcPROC. It is part of and subject to the Terms of Service at tos.xcpep.com. Security and compliance information is available at trust.xcpep.com.

Support contact: support@xcpep.com
Security and privacy contact: infosec@xcpep.com

ASI provides one standard level of support to all paying customers as described below.

2. Support Hours and How to Reach Us

Standard Support Hours

Support is available Monday to Friday, 9:00 AM to 6:00 PM Indian Standard Time (IST), excluding national public holidays in India.

Contact Channel

All support requests should be sent to support@xcpep.com. Include your organization name, your contact details, and a short description of the issue. If the issue is production critical, add the word “URGENT” in the subject.

After Hours for Critical Issues

For Severity 1 issues described in this policy, ASI provides 24×7 on call response. Outside business hours, email support@xcpep.com with “URGENT” in the subject. Our on call engineer will be notified and will respond within the Severity 1 target.

3. What Support Covers

Support includes:

  • troubleshooting of xcPEP and xcPROC errors
  • clarifications on features and configuration
  • account and access related issues
  • basic guidance on documented integrations or APIs
  • notifications about maintenance or known issues

Support does not include:

  • custom development or scripts
  • formal or on site training
  • fixing issues caused by third party networks, browsers, VPNs, or software not provided by ASI
  • data recovery caused by user mistakes, except as allowed in the backup and recovery materials at tos.xcpep.com

If an issue is outside the above scope, ASI may point you to documentation or suggest a separate professional engagement.

4. Severity Levels and Targets

ASI classifies issues so that production down situations are handled first. The times below are targets and can vary depending on complexity.

Severity 1 (Critical)

The service is unavailable for all users or a key function such as login, saving data, or accessing xcPROC from xcPEP is failing with no workaround.
Target initial response: within 1 hour, 24×7.
Action: start mitigation immediately and work continuously until service is restored or a reasonable workaround is provided.

Severity 2 (High)

A major feature is impaired or performance is badly degraded, with no reasonable workaround, and the issue affects many users or important work.
Target initial response: within 4 business hours.
Action: work during business hours, escalate to engineering if required, provide daily updates if the issue is ongoing.

Severity 3 (Medium)

The service is usable but something is not working as expected, impact is limited, or there is a workaround.
Target initial response: within 1 business day.
Action: provide workaround where possible and include fix in a future maintenance or release.

Severity 4 (Low)

Minor issues, general questions, or feature suggestions with no material impact.
Target initial response: within 2 business days.
Action: clarify or log as an enhancement request. No delivery commitment is made for feature suggestions.

“Initial response” means a support engineer has looked at the ticket and replied to acknowledge it, ask for missing details, or suggest an immediate step.

5. Customer Responsibilities

Support is faster and more accurate when the customer:

  • provides steps to reproduce, screenshots, error messages, timestamps, and affected user IDs
  • confirms if the issue happens for multiple users or in multiple browsers
  • makes an admin or technical contact available to test fixes
  • applies patches or updates that ASI recommends
  • checks that the issue is not caused by local network, VPN, or browser settings

Where permitted, ASI may request temporary read only access or diagnostic data to investigate. Such access will be used only to resolve the reported issue and handled according to the security information at trust.xcpep.com.

6. Maintenance and Communication

ASI may perform scheduled maintenance to improve security, performance, or availability. ASI will provide advance notice through the service or by email and will try to schedule maintenance during low usage windows. During maintenance, support for non critical issues may be slower.

Unplanned or emergency maintenance may be carried out on short notice to address security or stability issues. ASI will provide notice as soon as practicable.

7. Limits and Changes

This Support Policy describes service commitments and is not a guarantee of resolution time. Remedies for any failure to meet these commitments are limited to those set out in the main agreement and the SLA at tos.xcpep.com/sla. All limitations of liability and disclaimers in the main agreement apply to support.

ASI may update this Support Policy to improve service delivery. Updated versions will be published at tos.xcpep.com. Changes will not reduce support already paid for in the current term.