Support Policy
Xatia Limited (“we”, “us”, “our”) is committed to protecting your personal data.
This Support Services Policy describes how Xatia provides support for its SaaS product, including how incidents are logged, prioritised, responded to, and escalated where third-party platform support is required.
1. Who we are
Xatia Limited is the controller of the personal data described in this notice.
Company details
Registered name: Xatia Limited
Registered address: 124 City Road, London, United Kingdom, EC1V 2NX
Company number: 16383284
Email: support@xatia.com, Telephone: +44 203 195 3910
If you have any questions about this notice or how we handle personal data, you can contact us using the details above or at support@xatia.com
2. Support contact
All support requests should be submitted by email to: support@xatia.com
3. Support coverage
Xatia provides support in line with the following service model:
- Availability commitment: 99.9%
- Infrastructure support: 24×7
- Application support: 9:00am to 6:00pm, five days per week
- Xatia will also use best endeavours to provide assistance outside normal application support hours where reasonably possible
- Unless otherwise agreed in writing, business hours are interpreted in the customer’s contracted service region or, if unspecified, the United Kingdom
4. Incident severity levels
Xatia categorises support issues into four tiers: T1, T2, T3, and T4.
T1, T2 and T3 Issues
These issues are handled directly by the Xatia team. Customers may raise these issues at any time, and Xatia will respond accordingly within the service levels set out below.
T4 Issues
These issues relate to matters requiring remediation by Xatia’s underlying external platform provider. Where Xatia determines that an issue falls within our external platform provider’s responsibility, Xatia will pass the issue to them for remediation and manage the onward communication with the customer. Our external platform provider’s support is governed by its own support processes, ticketing priorities, escalation routes, and service-level agreements. Licensed customers can select SLA levels and that those SLAs govern support availability, incident response time, incident resolution time, platform availability, maintenance, RTO, and RPO.
5. Response times
T1, T2 and T3
For T1, T2 and T3 issues, Xatia will:
- Respond within two hours during support hours, and
- Provide regular updates thereafter until remediation is agreed, a workaround is implemented, or the issue is otherwise resolved.
Response time means the time to acknowledge and begin investigation of the issue. It does not guarantee full resolution within that period.
T4
For T4 issues, Xatia will raise the matter with our external platform provider and use reasonable efforts to progress the issue through the platform provider’s support channels. Resolution and further response timings for such issues will depend on the platform provider’s applicable support schedule and SLA. Our external platform provider requires support cases to be raised through its Support Portal, and for critical production incidents it instructs customers to contact their support team by phone. Our external platform provider also operates a formal escalation process tied to the support case where SLA response time has passed or business impact is serious.
6. Service availability
Xatia’s standard service offering is 99.9% availability.
For the avoidance of doubt:
- Infrastructure support is provided 24×7
- Application support is provided 9:00am to 6:00pm, five days weekly
- Support outside application support hours is provided on a best endeavours basis unless otherwise agreed in writing
Any uptime or availability commitment is subject to planned maintenance windows, force majeure events, third-party outages outside Xatia’s reasonable control, and customer-caused issues.
7. Incident handling
When a support request is received, Xatia will:
- Log and assess the issue
- Determine the appropriate severity tier
- Investigate whether the issue is within Xatia’s control or requires third-party platform involvement
- Respond within the applicable target time
- Provide progress updates until closure or agreed remediation, and
- Where necessary, escalate T4 issues to our external platform provider
Xatia’s service is built on a third party platform. Some defects, incidents, or platform-level failures may sit outside Xatia’s direct control and require our external platform provider’s involvement.
- Xatia will act as the customer’s primary point of contact unless otherwise agreed
- Xatia will pass the issue to our external platform provider for remediation
- Xatia will keep the customer informed of material updates received from our external platform provider, and
- Final remediation timing will be subject to our external platform provider’s own support prioritisation and SLA terms.
9. Customer responsibilities
To enable effective support, customers should provide:
- A clear description of the issue
- The time the issue occurred
- Relevant screenshots, logs, or error messages where available
- The affected environment or user group, and
- Details of any recent changes that may be relevant
10. Exclusions
Unless expressly agreed otherwise, support does not include:
- Changes to customer-specific configurations or custom developments outside agreed scope
- Issues caused by customer systems, third-party integrations not supplied by Xatia, or customer misuse
- Training requests or consultancy services, or
- Support for third-party services except to the extent Xatia is able to liaise with those providers