Support Policy
Effective Date: April 15, 2025
Applies to: All paid customers of Epicz Lab Industrial Solutions
Version: 1.0
PURPOSE
This Support Policy outlines the customer support services provided by Epicz Lab (“Provider”) to its customers (“Customer”) for issues related to the use of the suite of Epicz Industrial solutions (“Services”).
This policy is subject to the terms of the Master Subscription Agreement (MSA) and applies only during the active subscription period.
SUPPORT CHANNELS
Customers can access support through the following channels:
| Channel | Details |
| support@epiczlab.com | |
| Phone (Premium Tier only) | Provided upon onboarding and through key account contact |
SUPPORT HOURS
| Tier | Availability | |
| Standard | Monday to Friday, 9:00 – 17:00 CET | |
| Premium | 24/7 for Critical Issues | |
| Holidays | Limited coverage | |
SEVERITY LEVELS & RESPONSE TIMES
We categorize issues into four severity levels to prioritize response and resolution:
| Severity Level | Definition | Target Response Time | Target Resolution Time |
| P1 – Critical | System-wide outage or data loss with no workaround | 1 hour | 8 hours |
| P2 – High | Major functionality impaired or degraded with no acceptable workaround | 4 business hours | 1 business day |
| P3 – Medium | Minor feature issue or workaround available | 1 business day | 3 business days |
| P4 – Low | General questions, cosmetic issues, or documentation requests | 4 business days | 8 business days |
📌 Note: All times are measured from acknowledgment by a support agent, not initial submission.
CUSTOMER RESPONSIBILITIES
To help resolve issues efficiently, Customers must:
- Provide detailed descriptions of issues, including steps to reproduce.
- Designate technical points of contact.
- Maintain up-to-date contact information and access credentials for verification.
Failure to provide necessary information may delay resolution timelines.
OUT OF SCOPE
The following are not covered by this policy:
- Training beyond initial onboarding.
- Custom feature requests or code-level debugging.
- Support for third-party integrations not maintained by Epicz Lab.
- End-user support (unless explicitly included in the contract).
FEATURE REQUESTS & FEEDBACK
All enhancement suggestions can be submitted via the customer success contact. While all feedback is valued, implementation is at the Provider’s sole discretion and not subject to SLA timelines.
UPDATES TO THIS POLICY
Epicz Lab reserves the right to update this Support Policy at any time with at least 30 days’ notice. Updated versions will be communicated directly to customers.