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Exium Support Services Policy

Effective Date: January 1, 2025


Overview

This document outlines the support services policies applicable to Exium's unified SASE-XDR services. Support services are provided by the Exium support team to assist customers with issues related to our software and services as specified in the EULA.


Scope of Support Services

Support services cover technical assistance for the Exium Software as listed in our commercial price list and licensed under an Order. This includes addressing issues related to the functionality, use, and performance of the software.


Support Channels

Exium provides 24/7 support services accessible via the following channels:

• Support Portal: https://exium.net/support

• Email: support@exium.net

• Phone: +1 650-405-1232


Submitting a Support Request

Customers should submit requests with detailed descriptions, capturing any relevant logs, error messages, and replication steps. This helps in timely assessment and resolution.


Support Hours and Availability

Our support services are available 24 hours a day, 7 days a week, including holidays, ensuring continuous assistance for critical issues.


Response and Resolution Times

  • Initial Response: All support requests will be acknowledged within 1 hour of receipt.
  • Resolution Timeline: Every effort will be made to resolve issues based on the following priority levels:
    • Critical (Service down or severe impact): Immediate action.
    • High (Significant operational impact): Priority within the next support shift.
    • Medium (Functionality limited but operable): Reviewed during normal operational periods.
    • Low (Minor issues or general inquiries): Scheduled based on availability.


Support Limitations

The following items are outside the scope of standard support services:

  • Development of custom features or functionalities not included in the standard software package.
  • Issues arising from the misuse or modification of the software without authorization.
  • Incompatibility with third-party systems not specified in the product documentation.


Maintenance and Updates

Support does not include ongoing maintenance or updates, which are managed separately unless explicitly included in a support agreement.


Termination of Support

Exium reserves the right to suspend or terminate support services for any customer who violates the terms of this policy or engaged in misuse or abuse of support resources.


Policy Changes

Exium may revise this policy periodically to improve service quality. Any changes will be updated at https://exium.net/exium-support-services-policy and will apply to all users thereafter.


Contact Us


If you have any questions about this Support Services Policy, please contact us at: support@exium.net