Last Updated: 20 Feb 2026

Support Policy

1. Scope of Support

Dexy provides support solely for the subscribed Dexy Services. Support covers technical questions and issues related to the functionality of the Services as described in the official Documentation.

1.1. Covered Support

• Responding to and diagnosing verified software errors or bugs within the core Services.
• Assisting with questions regarding the proper setup, configuration, and use of the Services and the Dexy Code.
• Clarification of the official Documentation and Service features.

1.2. Exclusions (Support Does Not Cover)

• Issues or errors caused by Customer's modification of the Services or Dexy Code.
• Issues arising from Customer's use of Third-Party Platforms, custom code, or applications not provided by Dexy.
• Troubleshooting general internet or network availability issues outside of Dexy's infrastructure.
• Training on product usage, administrative tasks, or data analysis (which may be available as Professional Services under a separate agreement).
• Questions regarding legal, accounting, or tax issues.

2. Support Channels and Availability

Support is provided through electronic communication channels.

2.1. Standard Support Channel

The designated channel for reporting errors, abnormal behavior, or seeking general assistance is through:

• In-app messenger (if available within the Service Dashboard)
• Email: [email protected]

2.2. Standard Availability

General support, assistance, and diagnosis for Low and Medium priority issues are provided during standard business hours, Monday through Friday, 9:00 AM to 5:00 PM (IST — India Standard Time), excluding public holidays.

2.3. Critical Availability

Support for Critical and High priority issues (as defined below) is available 24 hours per day, 7 days per week, including holidays.

3. Priority Definitions and Target Response Times

Dexy will prioritize issues and assign target response times based on the severity level of the reported issue. "Response Time" is defined as the time between the submission of the issue by the Customer and the time Dexy acknowledges the issue and begins diagnosis.

Priority Level	Definition	Target Response Time
Critical	The Service is completely down or production use is severely impacted, preventing all or substantially all Permitted Users from performing essential tasks.	1 Hour (24/7)
High	A significant feature is unavailable, causing a serious interruption to a major business function, but a temporary workaround exists or non-essential features are still operational.	4 Hours (24/7)
Medium	A non-critical feature is experiencing issues, resulting in minor service impact or annoyance. A clear workaround exists.	1 Business Day
Low	General usage questions, minor bug reports that do not affect functionality, feature requests, or documentation issues.	2 Business Days

4. Customer Cooperation

Customer agrees to provide timely and necessary cooperation to enable Dexy to meet the above response targets. This includes:

• Providing a complete description of the issue or error, including steps to reproduce it.
• Identifying the affected features, applications, or Permitted Users.
• Providing diagnostic information or logs as reasonably requested by the support team.