Customers
Support & SLA
Round-the-clock coverage, response targets and service credits.
How to reach us
Dedicated priority support is available through phone, WhatsApp, Slack and email. Use the phone number, WhatsApp contact or Slack channel provided during onboarding, or write to support@axtraction.ai.
Continuous technical support is available 24×7×365 for P1 and P2. P3 and P4 are covered during business hours, 09:00–18:00 Malaysia time (GMT+8), Monday to Friday, excluding public holidays in Kuala Lumpur. Business-hour response clocks pause outside that window and resume when it reopens.
Your SOW sets out what support covers and confirms which service levels apply to your deployment. Ask us if you need a copy.
Severity and initial response
Where your SOW includes our standard service levels, we target these initial responses:
| Severity | What it means | Initial response | Coverage |
|---|---|---|---|
| P1 | Production unavailable, an active security incident, material data loss or corruption, or a critical process stopped with no reasonable workaround. | Within 15 minutes | 24×7×365 |
| P2 | Major degradation, many users affected, an important function unavailable, or only a difficult workaround. | Within 1 hour | 24×7×365 |
| P3 | Limited impact with a reasonable workaround. | Within 4 business hours | 8×5 |
| P4 | A question, cosmetic issue, feature request or planned assistance. | Within 8 business hours | 8×5 |
You propose the severity when you report an issue. We may reasonably reclassify it, and we will explain why if we do. The response clock starts when your request reaches an approved support channel.
What these targets are, and are not
These are initial-response targets, not resolution guarantees. We do not commit to a fix time unless your SOW says so.
For a P1 we use continuous reasonable efforts to restore service. After a material P1 is restored, we provide a written summary within 10 Business Days, subject to security and third-party confidentiality.
A customer-specific SOW may set enhanced terms, including a five-minute P1 response. Where it does, the SOW prevails over this page.
Uptime
A 99.9% monthly uptime commitment applies only to a Fully Managed production environment, and only where your SOW expressly includes it. Self-Hosted and On-Premises deployments receive response support only, unless the SOW expressly adds an uptime commitment.
Uptime is measured for each affected Fully Managed production environment over a calendar month. Test, development, sandbox and proof-of-concept environments are not measured.
Downtime starts at the earlier of our own monitoring detecting the problem or a valid report from you, and ends when service is restored. Complete unavailability counts, and so does being unable to use a material production function. Minor and isolated issues are handled as support incidents rather than downtime.
What is excluded
The following are excluded to the extent they caused the issue:
- your own infrastructure, network, VPN or identity and access management;
- delayed access or delayed patching on your side; and
- failure of a Customer-Provided LLM you selected and control.
Two things are not excluded. A defect in the Axtraction AI application, or in an integration we built, remains covered. An outage at a cloud or AI provider we selected for a Fully Managed service also counts, unless your SOW expressly excludes it.
Planned maintenance is excluded only for the notified window, and only where we gave at least 48 hours' notice. Emergency maintenance is carried out with as much notice as is practicable. Excluded maintenance is removed from the measurement denominator.
Service credits
Where an uptime commitment applies and we miss it, service credits are calculated against the Affected Monthly Licence Fee. That means one twelfth of the annual Axtraction AI software-licence fee allocated to the affected service. It excludes prepaid page fees, overage, FDE Professional Service, distributor or Partner markup, infrastructure, tax and third-party charges.
| Monthly uptime | Service credit |
|---|---|
| ≥ 99.9% | 0% |
| 99.0% to < 99.9% | 10% |
| 95.0% to < 99.0% | 25% |
| < 95.0% | 50% |
Several service-level misses in the same month are aggregated, and the total credit for a month is capped at 50% of the Affected Monthly Licence Fee.
Claim within 30 days after the affected month. We aim to verify a claim within 10 Business Days of receiving enough evidence to assess it.
A service credit is the sole financial remedy for missing a service-level target. It does not limit your remedies for a distinct confidentiality, data-protection, intellectual-property, fraud or wilful-misconduct breach.
How a credit reaches you
We issue a credit note into the channel you bought through, and it is passed down to you in full. No fee, markup or unrelated set-off may be deducted along the way, and evidence of pass-through is supplied on request.
- On the normal channel route, we issue the credit note to the distributor, who passes the full credit to the Partner within seven business days. The Partner passes it to you within a further seven business days.
- Where a Partner is supplied directly, that Partner receives our credit note and passes the full credit to you within seven business days.
Once the correct credit note has been provided, we do not also issue a duplicate cash payment for the same event.
What to include
Include as much of the following as you can:
- the product and environment, such as production, test or a particular site;
- what you expected to happen and what happened instead;
- when the issue started and whether it is still happening;
- how many people it affects and whether they can keep working;
- any on-screen error message and any reference number the system provided.
Screenshots help. Do not include credentials or live personal data. Email is not a secure channel; tell us what you need to share and we will arrange a safer route.
What happens next
We'll let you know we've received your message, explain what we think is happening and keep you updated until it's resolved.
If the fix requires a system change, our engineering team handles it using the context from your deployment.
If the problem is disrupting your work, say so in the first line. That helps us set the right severity.
Reporting a security issue
If you find a security vulnerability in one of our products or on this website, email security@axtraction.ai. It goes straight to the people who handle security issues, so please use it instead of the support address.
Tell us what you found and how to reproduce it. We'll let you know we've received your message and keep you updated while we investigate. Please give us reasonable time to fix the issue before sharing it publicly, and do not use real customer data to demonstrate it.
Write to support@axtraction.ai.