AppX customer support services are provided to ensure our customers receive valuable support to address issues in a timely fashion, manage upgrades and test environments, and receive efficient help to run the AppX application.
Support will be provided to help Customers address Errors and Critical Errors.
The term "Error" shall not include any such failure that is caused by:
(a) the use or operation of the Application with any other software or programming languages or in an environment other than that intended or recommended by AppX;
(b) modifications to the Application not made by AppX; and/or
(c) any bug, defect or error in software used with the Application or any other failure of such software to conform to its specifications.
The term "Critical Error" shall include any Error reported by Customer that significantly impairs the Application such that key business processes of Customer that is supported by the Application cannot be conducted and no known work-around is currently available.
In the event that Customer desires to report an Error by one of two methods:
(a) sending an email to info@appxplatform.com; or
(b) calling AppX Support User.
Regular online, email and telephone support shall be provided Monday through Friday, 8 a.m. to 7 p.m. (GMT+7), excluding holidays scheduled by AppX, subject to modification by AppX in its reasonable discretion. AppX shall provide online, email, and if appropriate phone support for all Errors, but only be obligated to provide telephone consultation regarding Critical Errors. For Critical Errors, AppX staff will be available 24 hours a day, 7 days a week, provided that such Critical Errors are reported.
Support services as described herein do not cover support or services for any failure or defect in the Application that does not constitute an Error or Critical Error as defined previously. Furthermore, AppX has no obligation to perform maintenance or services with respect to any hardware or software that is not part of the Application provided by AppX. AppX shall have no obligation to provide any support services to any person other than a Customer User.
During the term of an Agreement, AppX shall make available to Customer any releases of the Application that correct any defects, error or bugs or incorporates minor enhancements to the functionality ("Updates") and any releases of the Application that incorporate significant additional or improved features, functionality or capability ("Upgrades"), at no additional charge, at the time AppX makes such Updates and Upgrades generally available to its other customers then-covered by support. AppX will install Updates and Upgrades. Release documentation is provided at no charge to the Customer. If Customer requests additional support and/or training related to any Update or Upgrade, Customer agrees to pay professional service fees and reasonable travel and related expenses incurred by AppX during such training. Updates and Upgrades do not include new products, suites or modules that are priced and licensed separately from the existing offering that the Customer has a contract for.
Major versions are typically released once per year and Customer must upgrade to the most current major release of the Application within one year of the date that the major release is made generally available to its other customers then-covered by support.
Our hosted infrastructure is maintained Saturday evenings 6 p.m. to 12:00 p.m. (GMT+7). Maintenance during this window may include hardware and database upgrades and tuning. During this window, your AppX application could be unavailable for approximately 1-2 hours once per week. Other activities such as customer system refreshes and upgrades will be scheduled with the customer in advance.
