Support scope
Standard Support covers access issues, suspected Platform defects, documented feature guidance and reasonable assistance with standard configuration.
Standard Support does not include compliance consulting, legal advice, control implementation, custom integrations, data migration, policy drafting, evidence validation, bespoke reporting or third-party-system administration unless separately purchased.
Support requests are submitted through the support channels stated in the Engagement Letter or onboarding documentation. Support is provided in English, and in Greek where available. Standard Support is not provided for trial or beta services, or for issues arising from Customer’s breach of the MSA, misuse of the Services, or systems and tools not provided by ACTServ.
Priority and response targets
| Priority | Description | Initial response target |
|---|---|---|
| P1 Critical | Production Platform unavailable to substantially all Customer users, or a confirmed severe security incident materially affecting Customer. | 2 Business Hours |
| P2 High | Major production functionality unavailable with no reasonable workaround. | 4 Business Hours |
| P3 Medium | Limited impairment, error or degraded functionality with a workaround. | 1 Business Day |
| P4 Low | General question, feature request, documentation or cosmetic issue. | 2 Business Days |
Response targets are targets for initial acknowledgement and triage, not guaranteed resolution times.
Customer cooperation
Customer should provide the affected tenant, users, timestamps, reproduction steps, screenshots or logs that do not contain unnecessary secrets, and a suitable contact. Delays caused by incomplete information may pause the response target where reasonable.
ACTServ may process information related to a support case with its Affiliates and the subprocessors listed in the Subprocessor Schedule where necessary to troubleshoot and resolve the case, in accordance with the Data Processing Agreement.
Escalation and updates
ACTServ will prioritise P1 and P2 issues and provide reasonable status updates. Priority may be adjusted where the actual impact differs from the submitted classification.
Security incidents
Security incidents are handled according to the MSA, Data Processing Agreement and applicable DORA Terms. Customers must not submit passwords, client secrets or private keys through the support channel.
Professional services
Work outside Standard Support may be proposed and charged under an Engagement Letter, Statement of Work or ACTServ’s then-current professional-services rates.