XMPie Premium Support Policy

Introduction

Our premium support offering provides 24/7 access to a dedicated team of XMPie support professionals 24 hours a day, 7 days a week and 358 days per year.

Overview

Support Plan Hours of Operation Support Portal Priority Case Handling
Standard Business Hours Mon - Fri 9 AM to 5 PM central 24x7
(excluding holidays)
Standard ✓   ✓  
Premium ✓ ✓ ✓ ✓

Contacting Support

There are two ways to contact support to open a support case:

Each case will be assigned a unique case number which is sent to you via automatic email reply. In addition, case comments are viewable from the support portal.

Published Holidays

Annual holidays with no coverage:

Date Holiday

January 1

New Year's Day

March/April*

Easter Friday

May 1

International Labor Day

September 15

Off‑Shore Independence Day

October*

Off‑Shore Armed Forces Day

December 25

Christmas Day

*Date varies each year

Support Cases

Upon reporting an issue to Support, customers are provided with a unique case number that corresponds to the specific issue. In addition, cases are assigned a severity of Critical, High, Medium or Low based on the following severity definitions:

Severity 1 (Critical)

Defined as a "catastrophic problem," where the customer's system is down and/or has no production capability. There is a significant and ongoing interruption to the customer's business, or there is an unrecoverable loss or corruption of data. No reasonable circumvention is available.

Severity 2 (High)

Defined as a "severe problem," where the customer's system is up, but production capability is seriously degraded. The system has a problem, defect or malfunction, such that the system is not working or is malfunctioning in a manner that restricts the customer's use of the system.

Severity 3 (Medium)

Defined as a "moderate problem," where the customer's system is up, but production capability is reduced. The system has a problem, defect or malfunction where the system is not functioning as specified in the documentation and is causing a minor impact on the customer's use of the system. A system update, including, without limitation, an acceptable circumvention or workaround, is available to the customer.

Severity 4 (Low)

Defined as a "minor problem," where the customer's system is up with no significant impact to production.

Note: XMPie Support personnel reserve the right to reassign case severity; however, business impact will be considered and prioritized accordingly.

Response Times

XMPie Support strives to provide all customers with the best possible response and resolution times. Cases are prioritized by their severity (see previous section) and are given goal times reflecting this.

XMPie shall use reasonable efforts to:

  1. Acknowledge receipt of a case within the time allotted (“Response Time Goal”);

  2. Provide a short status of the solution process within the time allotted (“Status Update Goal”); and

  3. Solve* the case by providing a case resolution within the time allotted (“Resolution Goal”).

Severity

Response Time Goal

Status Update Goal

Resolution Goal

1 – Critical

2 hours

2 hours

36 hours

2 – High

4 hours

24 hours

4 days

3 – Medium

8 hours

48 hours

10 days

4 – Low

8 hours

120 hours

20 days

* Each party acknowledges that despite XMPie’s reasonable efforts, not all problems may be solvable.

If an issue requires XMPie R&D assistance, then they will be available during their normal business hours on Sunday through Thursday from 7 am to 3 pm (UTC).

The Response Time Goal, Status Update Goal, and Resolution Goal are guidelines that provide no guarantee or warranty of the objective described therein.

Customer Obligations

The customer agrees that the software will be operated only by personnel who have been properly trained by XMPie. Additional training may be purchased at any time by contacting an XMPie account representative. The customer must provide remote access connection to computers and servers running XMPie software to permit XMPie to remotely diagnose and troubleshoot the reported problem.

Terms

Maintenance and Support (M&S) is available for one year from the date of software shipment unless otherwise noted or excluded. The customer shall purchase M&S for each year of software licensing.

The M&S fee is defined in the Purchase Order; it is generally calculated as a percentage of the list price of the purchased software configuration, or, if relevant, of added components to a configuration.

The M&S Fee is nonrefundable and is payable each year in advance. A customer who chooses not to pay the M&S fee is not covered. The only services such a customer can receive are bug fixes that XMPie may release for the version they purchased, or if the version purchased is less than six months old, the immediately prior release. Customers who choose to reinstate expired M&S are subject to company policies. XMPie reserves the right to fulfill any or all of its service commitments by the use of subcontractors, business partners, or others as it may see fit.

 

Last updated on January 2026