1. INTRODUCTION AND SCOPE

1.1 Purpose.

This document defines the support services ("Support Services") provided by Syncro Soft SRL ("Syncro Soft", "we", "us") to customers ("Customer", "you") who have subscribed to the Oxygen Content Fusion platform ("Platform").

Support Services vary by subscription tier and are designed to help you:

• Resolve technical issues and errors with the Platform
• Understand and effectively use Platform features
• Troubleshoot problems affecting your Organization Workspace
• Address questions about functionality and configuration
• Report bugs and request assistance with Platform-related problems

1.2 Incorporation into Organization Agreement

These Support Terms form Appendix B to the Organization Agreement and are incorporated by reference into that Agreement. All capitalized terms not defined in these Support Terms have the meanings assigned to them in the Organization Agreement.

1.3 Support by Subscription Tier

The level of support you receive depends on your subscription plan:

1. Basic Plan: Community Support
2. Standard Plan: Email Support
3. Professional Plan: Priority Email Support
4. Elite Plan: Premium Support (Email, Phone) + SLA

Detailed support entitlements for each tier are described in Section 3 below.

2. GENERAL SUPPORT PRINCIPLES

2.1 Support Language.

Primary support is provided in English. Support in other languages may be available on a best-effort basis depending on staff availability, but response times for non-English support are not guaranteed and are not covered by any SLA commitments.

2.2 Supported Issues

Support Services cover issues related to:

1. Platform Functionality:
   1. Technical problems accessing or using the Platform
   2. Errors or unexpected behavior in Platform features
   3. Problems with document editing, collaboration, or version control
   4. Issues with user authentication and access management
   5. Configuration questions and guidance
2. Account and Billing:
   1. Questions about subscription plans and pricing
   2. Billing inquiries and invoice requests
   3. Account settings and organization management
   4. User seat management and licensing questions
3. Integration and API:
   1. Questions about using the Platform API (for plans that include API access)
   2. Troubleshooting integration issues
   3. Documentation clarification
4. Performance Issues:
   1. Slow loading times or performance degradation
   2. Connectivity problems (when Platform-related)
   3. Browser compatibility issues with supported browsers

2.3 Issues Not Covered by Support

Support Services do NOT cover:

1. Custom Development:
   1. Custom code or scripts written by Customer
   2. Third-party applications or plugins not provided or officially supported by Syncro Soft
   3. Custom integrations developed by Customer
   4. Modifications to the Platform made by Customer
2. Training and Consulting:
   1. General training on how to use the Platform (beyond basic how-to questions)
   2. Workflow consulting or business process optimization
   3. Best practices consulting for document management
   4. Strategic planning or organizational change management
3. Infrastructure Outside Our Control:
   1. Customer's network, internet connection, or IT infrastructure
   2. Customer's firewall, proxy, or VPN configuration (except basic compatibility guidance)
   3. End-user devices, operating systems, or local software (except supported browsers)
   4. Third-party services Customer integrates with the Platform
4. Unsupported Configurations:
   1. Use of unsupported browsers or browser versions
   2. Use of modified or unofficial Platform clients
   3. Issues arising from Acceptable Use Policy violations
   4. Problems caused by Customer's misconfiguration after ignoring warnings
5. Data Recovery:
   1. Recovery of data that was intentionally deleted by Customer or Authorized Users
   2. Recovery of data lost due to Customer's failure to maintain backups
   3. Data recovery from accounts that have been terminated for more than 30 days

For services not covered by standard Support Services, Syncro Soft may offer Professional Services on a separate fee basis. Contact support@oxygenxml.com for information about Professional Services.

2.4 Support Request Requirements

To receive Support Services, Customer must:

1. Provide Sufficient Information:
   1. Clear description of the problem or question
   2. Steps to reproduce the issue (for technical problems)
   3. Expected behavior vs. actual behavior
   4. Any error messages, screenshots, or diagnostic information
   5. Information about when the issue started and how many users are affected
   6. Organization Workspace ID or name
   7. Browser and operating system information (for technical issues)
2. Use Proper Channels:
   1. Submit requests through the designated support channels for your subscription tier
   2. Do not send support requests to personal employee email addresses
   3. Do not use social media for support requests (use official channels)
3. Cooperate with Support Team:
   1. Respond to follow-up questions from support engineers in a timely manner
   2. Provide requested logs, screenshots, or diagnostic information
   3. Test suggested solutions and provide feedback on results
   4. Allow support engineers to access your account if necessary for troubleshooting (with your permission)
4. Single Issue per Request:
   1. Submit separate support requests for different, unrelated issues
   2. Do not combine multiple questions or problems in a single ticket

Failure to provide sufficient information or cooperate with the support team may result in delays resolving your issue or inability to provide effective support.

3.1 BASIC PLAN TERMS

Intended for: Individual users, small teams, evaluation purposes. Best For: Users who are comfortable with self-service support and don't require guaranteed response times.

• Support Channels:
  • Community Forum: Access to public community forum (Browse existing questions and answers, Post questions for community members and Syncro Soft moderators)
  • Knowledge Base: Self-service access to documentation, tutorials, FAQs, and guides

• Status Page: Access to Platform status and incident reports at status.fusion.oxygenxml.com
• Support Hours: N/A (community-driven, 24/7 availability but no guaranteed response)
• Response Time Commitments: None (best effort only)
• Scope of Support: General "how-to" questions, Feature requests and feedback, Non-urgent bug reports
• Limitations:
  • No direct email, chat, or phone support
  • No guaranteed response
  • Issues may be answered by community members rather than Syncro Soft staff
  • Not suitable for urgent or business-critical issues
  • No escalation path for unresolved issues

3.2 STANDARD PLAN TERMS

Intended for: Small to medium businesses with standard support needs

• Support Channels:
  • Email Support: support@oxygenxml.com
    • Direct access to Syncro Soft support engineers
    • Ticketing system for tracking issue status
    • Email notifications on ticket updates
  • Knowledge Base: Full access to all documentation, tutorials, and guides
  • Community Forum: Full access to post and browse community discussions
• Status Page: Real-time Platform status and incident notifications
• Support Hours:
  • Email Support: Monday - Friday, 9:00 AM - 6:00 PM EET/EEST (Eastern European Time / Eastern European Summer Time), excluding Romanian public holidays
  • Knowledge Base & Forum: 24/7 self-service access
• Response Time Targets:

  Table 1. Response Time Targets

  Priority Level	Initial Response Target	Status Update Frequency
  High	8 business hours	Every 2 business days
  Normal	2 business days	Every 3 business days
  Low	3 business days	As needed

  Note: These are target response times, not guaranteed SLA commitments. We strive to meet these targets but they are not contractually binding for Standard Plan customers.
  Priority Levels:

  1. High Priority:
     • Platform functionality unavailable or severely degraded for multiple users
     • Unable to access critical documents or workspaces
     • Significant security concerns
     • Issues causing substantial business disruption
  2. Normal Priority:
     • Specific features not working as expected
     • Performance issues affecting some users
     • Configuration questions with business impact
     • Non-critical bugs or errors
  3. Low Priority:
     • General "how-to" questions
     • Feature requests
     • Minor cosmetic issues
     • Questions about best practices
• Scope of Standard Support:
  • Technical troubleshooting for Platform issues
  • Guidance on using Platform features
  • Account and billing questions
  • Bug reports and issue escalation to engineering team
  • Basic configuration assistance
• Limitations:
  • No phone support
  • No 24/7 support (business hours only)
  • No guaranteed SLA commitments
  • Longer response times during high-volume periods
• Escalation Path: Contact support_manager@oxygenxml.com if your issue is not adequately addressed within 5 business days.

3.3 PROFESSIONAL PLAN TERMS

Intended for: Growing businesses requiring faster response times and multiple support channels

• Support Channels:
  • Priority Email Support: support_priority@oxygenxml.com
    • Elevated priority in support queue
    • Faster response times than Standard Plan
  • Live Chat Support:
    • Real-time text-based support during business hours
    • Screen sharing capability for complex issues
    • Chat transcripts emailed after session
• Knowledge Base: Full access.
• Community Forum: Full access.

Status Page: Proactive notifications for incidents and maintenance

• All Standard Plan support services, plus:
  • Priority queue placement for faster resolution
  • Live chat for immediate assistance with urgent issues
  • Screen sharing and remote assistance for complex problems
  • Proactive notification of issues that may affect your organization
  • Basic onboarding assistance (up to 2 hours)
• Additional Benefits:
  • Access to beta features and early releases (optional opt-in)
  • Priority consideration for feature requests

Limitations:

• No phone support (chat and email only)
• No 24/7 coverage
• No guaranteed SLA (targets only)
• No dedicated account manager

Escalation Path:

• Level 1: Chat or email to priority support queue
• Level 2: priority_escalation@oxygenxml.com
• Level 3: Support Manager (via escalation request in support portal)

3.4 ELITE PLAN TERMS

Intended for: Large organizations requiring guaranteed response times and comprehensive support

• All Professional Plan support services, plus:
  • SLA-backed response time guarantees
  • 24/7 emergency support for critical issues
  • Phone support for complex issues
  • Dedicated enterprise support team familiar with your organization
  • Root cause analysis and post-mortem reports for major incidents
  • Dedicated onboarding and implementation support (up to 4 hours)
  • Custom training sessions (up to 2 hours per year)
  • Priority bug fixes and feature development consideration

Additional Benefits:

• Named support contacts who are familiar with your environment
• Input into product roadmap and feature prioritization
• Beta testing opportunities with direct feedback channel
• Priority access to new features and releases
• Assistance with compliance and audit requirements (GDPR, ISO, etc.)
  • Support during audits and assessments
  • Custom compliance reports and evidence collection
  • Security questionnaire assistance

Escalation Path:

• Level 1: Enterprise support engineer (initial contact)
• Level 2: Senior support engineer (via ticket or direct request)
• Level 3: Support manager enterprise_manager@oxygenxml.com
• Level 4: Director of Engineering (for business-critical unresolved issues)

4. SUPPORT REQUEST PROCEDURES

4.1 How to Submit Support Requests

1. Email:
   • Send email to the appropriate support address for your tier
   • Use a clear, descriptive subject line (e.g., "Cannot access workspace after password reset" rather than "Help")
   • Include all required information from Section 2.4
2. Live Chat:
   • Click the support icon in the Platform interface (if available for your tier)
   • Provide a brief description of your issue
   • Be prepared to share your screen if needed for complex issues
3. Phone:
   • Call the support number for your tier during support hours
   • Have your organization ID and account information ready
   • Be prepared to describe the issue and its business impact
4. Support Portal:
   • Log in to [SUPPORT PORTAL URL]
   • Click "Submit New Request"
   • Select the appropriate category and priority
   • Fill out all required fields with detailed information

4.2 Priority Assignment

Support engineers will assign an initial priority to your request based on:

• Business impact and urgency
• Number of users affected
• Availability of workarounds
• Your description of severity

If you believe the assigned priority is incorrect, you may request priority escalation by:

• Explaining why the issue has greater business impact than initially assessed
• Providing additional context about urgency or scope
• Contacting your account manager (Enterprise customers)

4.3 Ticket Lifecycle

1. New: Ticket submitted, awaiting initial response from support team
2. In Progress: Support engineer actively investigating or has requested additional information from you
3. Waiting on Customer: Support engineer has requested information or clarification from you; no further progress can be made until you respond
4. Waiting on Engineering: Issue has been escalated to engineering team for investigation or fix; updates provided per SLA schedule
5. Resolved: Issue has been resolved or question has been answered; ticket will auto-close after 3 days if no further response
6. Closed: Ticket is closed; you can re-open within 30 days if issue recurs or you have follow-up questions

4.4 Customer Responsibilities During Support

• Timely Responses: Respond to support engineer requests for information within 48 business hours; tickets may be closed as "no response" if you don't respond within 7 days
• Testing and Validation: Test proposed solutions and provide feedback on whether they resolve the issue
• Accuracy: Provide accurate information; incorrect information may lead to ineffective solutions and delays
• Reasonable Communication: Communicate professionally and respectfully with support staff; abusive behavior may result in support being suspended pending management review
• Updates: If your issue becomes more or less urgent, update the ticket priority and explain the change

5. KNOWLEDGE BASE AND SELF-SERVICE

5.1 Documentation

Comprehensive documentation is available at [DOCS URL], including:

• Getting Started Guides: Quick-start tutorials for new users and organizations
• Feature Documentation: Detailed explanations of all Platform features and functionality
• How-To Guides: Step-by-step instructions for common tasks and workflows
• API Documentation: Complete API reference with examples (for plans with API access)
• Video Tutorials: Visual walkthroughs of key features and workflows
• FAQs: Answers to frequently asked questions
• Troubleshooting Guides: Solutions to common problems
• Best Practices: Recommendations for optimal use of the Platform
• Release Notes: Information about new features, improvements, and bug fixes in each release

5.2 Community Forum

The community forum at [FORUM URL] provides:

• Peer Support: Get answers from other Oxygen Content Fusion users
• Knowledge Sharing: Learn from others' experiences and share your own
• Feature Discussions: Discuss potential features and use cases
• Tips and Tricks: Discover creative ways to use the Platform
• Moderation: Syncro Soft moderators monitor the forum and provide official answers to key questions

5.3 Status Page

Monitor Platform status at [STATUS URL]:

• Current Status: Real-time operational status of Platform services
• Incident History: Past incidents and their resolutions
• Scheduled Maintenance: Upcoming maintenance windows
• Performance Metrics: Historical uptime data
• Subscribe: Get email or SMS notifications for incidents and maintenance

6. BUG REPORTS AND FEATURE REQUESTS

6.1 Reporting Bugs

If you encounter a bug or error in the Platform:

1. Verify: Check if the issue is reproducible and not caused by your configuration or environment
2. Search: Search the knowledge base and community forum to see if the issue is already known
3. Report: Submit a support request with:
   1. Detailed description of the bug
   2. Steps to reproduce the issue consistently
   3. Expected behavior vs. actual behavior
   4. Screenshots or screen recordings showing the bug
   5. Browser, operating system, and device information
   6. Any error messages or console logs (if available)
4. Priority: Bug severity will be assessed based on impact, and the issue will be escalated to engineering as appropriate
5. Updates: You will receive updates on the status of the bug investigation and any available timeline for a fix

6.2 Feature Requests

To request new features or enhancements:

• Submit: Send feature requests via support@oxygenxml.com or the support portal
• Describe: Explain the business need and use case for the requested feature
• Context: Provide context about how you would use the feature and what problem it would solve
• Alternatives: Mention any workarounds you're currently using
• Review: Feature requests are reviewed by our product team and considered for the product roadmap
• No Guarantee: Submitting a feature request does not guarantee it will be implemented; product decisions are based on overall customer demand, technical feasibility, and strategic priorities
• Voting: Enterprise customers may be invited to vote on or prioritize feature requests as part of our product advisory program
• Feedback: We may reach out to you for additional details or to involve you in beta testing if your requested feature is planned for development

7. PROFESSIONAL SERVICES

For needs beyond standard Support Services, Syncro Soft offers Professional Services on a fee basis:

1. Implementation and Onboarding:
   • Comprehensive setup and configuration
   • Data migration from legacy systems
   • Custom workflow design
   • Organization-wide rollout planning
2. Training:
   • Customized training programs for your team
   • Admin training and certification
   • End-user training at scale
   • Train-the-trainer programs
3. Consulting:
   • Document management strategy and best practices
   • Workflow optimization
   • Integration architecture and design
4. Custom Development:
   • Custom integrations with your systems
   • Workflow automation
   • Custom features (subject to feasibility)
   • API development and support
5. On-Site Services (EU-only):
   • On-site technical workshops
   • Executive briefings and demonstrations
   • Post-implementation reviews

For information about Professional Services, contact sales@oxygenxml.com or your account manager.

8. SUPPORT EXCLUSIONS AND LIMITATIONS

8.1 What Support Does Not Cover

Support Services do not include assistance with:

• Issues caused by third-party software, services, or integrations not provided or endorsed by Syncro Soft
• Problems resulting from violation of the Organization Agreement or Acceptable Use Policy
• Recovery of data intentionally deleted by Customer or Authorized Users
• Reversal of changes made by Customer that cannot be undone through standard Platform features
• Custom code, scripts, or modifications developed by Customer
• Training on how to manage your business processes or organizational change management
• Support for accounts in breach of payment obligations or suspended for policy violations

8.2 Response Time Targets vs. Resolution Times

Response time commitments (especially SLA-backed commitments for Enterprise plans) guarantee when we will acknowledge your issue and begin investigation. They do NOT guarantee resolution time, as some issues may require:

• Extended investigation and diagnosis
• Reproduction of complex scenarios
• Collaboration with third-party vendors
• Engineering team development of fixes or updates
• Deployment and testing of solutions

We will keep you informed of progress and provide realistic expectations for resolution timing, but cannot guarantee that all issues will be resolved within any specific timeframe beyond our initial response commitment.

8.3 Support for Unsupported Configurations

Support for unsupported browsers, deprecated features, or non-recommended configurations is provided on a best-effort basis only. We may:

• Advise you to upgrade to supported configurations
• Provide limited troubleshooting but cannot guarantee resolution
• Decline to support configurations that violate our technical requirements

Customers using unsupported configurations do so at their own risk.

9. FEEDBACK AND SUPPORT SATISFACTION

9.1 Support Surveys

After your support issue is resolved, you may receive a satisfaction survey asking about your support experience. Your feedback is valuable and helps us improve our Support Services.

9.2 Escalation for Dissatisfaction

If you are not satisfied with the support you receive:

1. Step 1: Ask to escalate to a senior support engineer or support manager
2. Step 2: If still unsatisfied, contact support_manager@oxygenxml.com or your account manager (if applicable)
3. Step 3: For Enterprise customers, escalate to Director of Engineering/CTO

We take support quality seriously and will work to address any concerns about the support experience.

10. MODIFICATIONS TO SUPPORT TERMS

10.1 Right to Modify

Syncro Soft reserves the right to modify these Support Terms from time to time, including:

• Changes to support channels, hours, or response times
• Adjustments to support tier entitlements
• Updates to procedures and processes
• Changes to contact information or support addresses

10.2 Notice of Changes

Material changes that reduce support entitlements or increase response times will be communicated at least 60 days in advance via:

• Email to organization administrators
• Notice in the Platform interface
• Update on the support portal

Non-material changes (such as contact information updates or clarifications) may be made with shorter notice.

10.3 Continued Use

Your continued use of Support Services after the effective date of changes constitutes acceptance of the modified Support Terms.

These Support Terms are effective for all current customers and are subject to the terms of the Organization Agreement. By using Support Services, you acknowledge that you have read, understood, and agree to these Support Terms.