Support Policy
This Support Policy is part of the Subscription Agreement and describes the support Xavier provides for paid subscriptions. Capitalized terms not defined here have the meanings given in the Subscription Agreement.
1. How to reach us
- Submit a request through the contact form and choose Support. Include your Tenant’s subdomain.
- Only Authorized Users of your Tenant may open support requests for it. For your security, we may ask you to confirm a request from your account holder’s email address before acting on it.
2. Business Days
A “Business Day” is Monday to Friday in the US Eastern time zone, excluding US federal holidays. Automated checks of the Service run around the clock, and outages of the Service outside Business Days are handled on a best-effort basis.
3. Severity levels and response targets
We assign a severity based on the impact you describe, and will discuss it with you if we see it differently. The first-response time is how long it takes a person at Xavier to acknowledge your request and begin work. These are targets, not guarantees; Service availability commitments are in the Service Level Agreement.
| Severity | Meaning | First-response target |
|---|---|---|
| 1 – Critical | The Service is unavailable, or a security incident affects your Tenant. | Next Business Day |
| 2 – High | A major function (such as enrollment, commands, or the console) is impaired for many devices or users, with no workaround. | 2 Business Days |
| 3 – Normal | A function is impaired but a workaround exists, or the problem affects a few devices. | 3 Business Days |
| 4 – Low | A question, documentation request, or feature request. | 5 Business Days |
4. What we need from you
- A description of the problem, when it started, the devices or users affected, and steps to reproduce it.
- Relevant details such as device serial numbers, platform and OS versions, screenshots, and command or activity log entries.
- A contact who can work with us and, where needed, access to an affected device or a test device.
5. What support covers
Support covers the Service as described in the Documentation: diagnosing and fixing defects, help with configuration and enrollment, and guidance on using features.
Support does not cover:
- device hardware faults, or operating system defects in Apple, Google, Microsoft, or Samsung software;
- outages or changes of Third-Party Platforms, beyond helping you identify them;
- Customer-Hosted Components, such as your storage account, your own database, or your networks;
- writing, reviewing, or debugging your own scripts, packages, or configuration profiles, beyond confirming that the Service delivered them;
- recovering data erased or lost on a device as a result of a command issued from your Tenant.
6. Trials
During a free trial, support is provided on a best-effort basis and the response targets above do not apply.
7. Changes
We may update this Support Policy under the change process in the Subscription Agreement. We will not materially reduce the support described here during a paid billing period.