Abusix Support Services Policy
Effective: July 13th, 2026 · Version: 1.0
This Support Services Policy (the “Policy“) sets out the terms of the support services (“Support Services“) for the Abusix Services and is a Supplemental Document to, and forms part of, the Abusix Cloud Services Agreement (the “Agreement“). Capitalized terms not defined here have the meaning given in the Agreement. Abusix may update this Policy in accordance with the amendment terms of the Agreement; Abusix will use reasonable efforts to give at least thirty (30) days’ notice of any material change, and no change will materially reduce the level of Support Services during the then-current Subscription Term.
1. Eligibility
Abusix will provide Support Services provided that Customer: (i) complies with this Policy and the Agreement; (ii) has paid all applicable Fees; and (iii) uses the Services in accordance with the Documentation. The level of Support Services available to Customer is the Support Services Plan purchased under the applicable Order Form.
2. Support Channels
Standard support is provided to all customers through email at no additional cost.
- Email:
[email protected](primary channel for all plans). - In-app chat: support chat within the Abusix Portal at
https://app.abusix.com(powered by Intercom). - Knowledge Base / Documentation: available 24×7 as a self-service resource at
https://docs.abusix.com. - Customer Portal: web incidents may be raised through the Abusix Customer Portal at
https://app.abusix.comfor processing during the regional support center’s business hours. - Phone: live phone support is available as an option on eligible plans (see the plan matrix). An emergency hotline for total system failure / Severity Level 1 issues is available on request.
- Professional Services: available remotely or on-site under a separately agreed statement of work (commercial terms in the Order Form).
3. Maintenance and Outage Notifications
3.1 Planned Downtime. Where Abusix plans downtime that limits Service availability or performance, Abusix will provide at least two (2) full business days’ advance written notice by email and/or via https://status.abusix.com.
3.2 Unplanned Downtime. If Abusix becomes aware of an unplanned service outage, Abusix will notify affected customers in writing within twenty-four (24) hours of becoming aware, and will use best efforts to respond to and resolve the outage within twenty-four (24) hours or sooner.
4. Support Services Plans
Abusix offers three Support Services Plans. All plans entitle Customer to software updates and upgrades, including patches, fixes, and security updates.
- Standard, self-service documentation, email, and in-app chat support during regional business hours, plus self-service initial setup (available for all products).
- Enterprise, adds request prioritization, 24/7 availability for Severity Level 1 issues, and a Customer Success Manager.
- Premium, adds 24/7 availability for Severity Level 1 and 2 issues, phone support on request, a quarterly check-in call, and additional onboarding hours.
Plan comparison
| Capability | Standard | Enterprise | Premium |
|---|---|---|---|
| Access to Documentation | ✓ | ✓ | ✓ |
Email support ([email protected]) |
✓ | ✓ | ✓ |
In-app chat support (app.abusix.com) |
✓ | ✓ | ✓ |
| Access to Abusix Portal | ✓ | ✓ | ✓ |
| Support request prioritization | ✓ | ✓ | |
| 24/7 availability | SL1 | SL1 & SL2 | |
| Phone support | On request | ||
| Customer Success Manager | ✓ | ✓ | |
| Quarterly check-in call | ✓ |
5. Severity Levels and Target Response Times
Abusix responds to support requests based on the severity level of the issue, as set out below. Availability and response targets are commercially reasonable targets, not guarantees, and are subject to the exclusions in Section 6.
SL1, Critical
Critical production issue that severely impacts use of the Service; business operations are halted and no workaround exists (e.g., Service down or unavailable, data corrupted, or a critical documented function unavailable).
| Standard | Enterprise | Premium | |
|---|---|---|---|
| Availability | 8 business hours | 12×5 | 24/7 |
| Response time | 1 business day | 2 hours | 1 hour |
| Target fix / workaround | N/A | 2 hours | 2 hours |
SL2, Major
Major functionality impacted or significant performance degradation; high impact to portions of business operations and no reasonable workaround, though operations can continue in a restricted fashion.
| Standard | Enterprise | Premium | |
|---|---|---|---|
| Availability | 8 business hours | 12×5 | 24/7 |
| Response time | 2 business days | 1 business day | 1 hour |
| Target fix / workaround | N/A | 1 day | 4 hours |
SL3, Minor
Partial, non-critical loss of use with medium-to-low business impact; business continues to function and a short-term workaround is available but not scalable.
| Standard | Enterprise | Premium | |
|---|---|---|---|
| Availability | 8 business hours | 8 business hours | 8 business hours |
| Response time | 1 week | 2 business days | 4 hours |
| Target fix / workaround | Next release | To be advised | To be advised |
SL4, Inquiry
Routine technical inquiry, information request on capabilities, navigation, installation, or configuration; all enhancement requests and general questions.
| Standard | Enterprise | Premium | |
|---|---|---|---|
| Availability | 8 business hours | 8 business hours | 8 business hours |
| Response time | None | 3 business days | 2 business days |
| Target fix / workaround | N/A | N/A | Discussed at quarterly meeting |
6. Exclusions
Abusix has no obligation to provide Support Services for issues caused by: accident, abuse, or misuse; third-party products or services; power or environmental failures; unauthorized modification; Force Majeure events; or any use of the Services not in accordance with the Documentation and the Agreement. Support Services are provided in English. Where Abusix determines there is no defect, or performs work resulting from an excluded cause, such work may be chargeable on a time-and-materials basis under the Order Form.