Strictly Private & Confidential | September 2026

This Schedule explains the standard Support Services APEXE3 provides to clients using APEXE3 software and APEXE3-managed production environments. It is intended to be client-neutral and can be shared across APEXE3 customers. Detailed uptime and incident-response targets are set out in the current APEXE3 Service Level Agreement (SLA).

APEXE3 provides technical and operational support for supported APEXE3 software and, where applicable, the APEXE3-managed infrastructure used to deliver those services. Support is intended to diagnose, mitigate and remediate incidents, defects and service-impacting issues within components controlled by APEXE3.

Depending on the service used by the client, the supported boundary may include:

Critical production availability incidents (P1) are supported on a 24x7 basis. P2 and P3 technical support is provided during Business Hours unless APEXE3 states otherwise for a particular service or support channel.

Intercom is APEXE3's standard client-support and case-management platform. Clients should use the APEXE3-provided Intercom support widget, messenger or support link to raise and track support requests where available. Intercom cases may be used to record the issue, client communications, diagnostic activity and resolution status.

APEXE3 may also provide support through a designated support email address. For significant incidents or active technical investigations, APEXE3 may establish approved collaboration channels such as Microsoft Teams or Slack and may use live screen sharing or debugging sessions where reasonably required and approved by the client.

APEXE3 will triage reported incidents based on the information available, confirm or adjust priority, and commence support activity in line with the current SLA. Priority can be changed where impact increases, decreases or new diagnostic information becomes available.

A Service Response Time is the target time for APEXE3 to acknowledge the issue, assess its priority and commence support activity. Software and infrastructure incidents vary materially in cause and complexity, so APEXE3 does not provide a fixed resolution or fix time for every support case. Time awaiting information, access, approval or action reasonably required from the client may delay diagnosis or remediation.

For material production incidents, APEXE3 will provide communication proportionate to severity and duration. This may include acknowledgement, confirmed priority, known impact, mitigation or workaround information, material progress updates, restoration confirmation and post-incident information where appropriate.

For support and service-level purposes, an "Excluded Issue" means any failure, impairment, unavailability, security issue, performance degradation or alleged defect to the extent caused by or arising from one or more of the following:

4.1 Client acts or misuse. Use of an APEXE3 service contrary to published instructions or reasonable operational guidance; incorrect operation; or acts or omissions of the client, its users, contractors or representatives.

4.2 Unauthorised changes. Modification, customisation, reconfiguration, code change or integration made without APEXE3 approval or outside supported configuration methods.

4.3 Client or external infrastructure. Client-controlled networks, internet connectivity, VPNs, firewalls, proxies, DNS, devices, browsers, identity providers, security tooling, integrations or other systems outside APEXE3 control.

4.4 Third-party services. Failure or degradation of cloud services, model providers, data providers, telecommunications services or other third-party services outside APEXE3 reasonable control, except to the extent the failure is caused by a defect in an APEXE3-managed integration component.

4.5 Planned or emergency maintenance. Planned maintenance, reasonably necessary emergency maintenance, client-requested maintenance or testing, or a permitted suspension or restriction of service.

4.6 Force majeure. Events beyond APEXE3 reasonable control, including widespread internet or cloud disruption, natural disaster, governmental action, industrial action or comparable events.

4.7 Unsupported or materially over-capacity use. Use outside published technical requirements or materially beyond agreed or reasonably expected capacity, concurrency, storage, retention, transaction volume or other sizing assumptions.

4.8 Non-production environments. Development, test, preview, sandbox or other non-production environments unless APEXE3 has expressly confirmed that the relevant environment is covered by production-level support.

4.9 AI output variability. Inherent non-determinism, incompleteness, inaccuracy or variability in AI-generated output where the underlying APEXE3 service is otherwise functioning as designed.

4.10 Credential or access compromise. Compromise, misuse or unauthorised use of client-controlled credentials, keys, accounts or access paths, or failure by the client to maintain security controls for which it is responsible.

4.11 Client data or materials. Incomplete, corrupt, malformed, inaccurate, unsupported or unsuitable client-provided data, files, prompts, instructions or materials, except where the issue is caused by an APEXE3 service failing to process supported inputs as intended.

4.12 Client dependency or delay. A period during which APEXE3 is unable to progress because it is awaiting information, access, approval, testing, confirmation or other action reasonably required from the client.

APEXE3 will use reasonable endeavours to help identify an Excluded Issue. Work requested to remediate an Excluded Issue may fall outside standard Support Services and may require separately scoped professional, implementation or engineering services.

APEXE3 manages maintenance for APEXE3-managed production environments. Where planned maintenance may materially affect availability, APEXE3 will normally provide at least 48 hours' notice. Planned maintenance is targeted not to exceed six (6) hours in aggregate in a calendar month.

APEXE3 may carry out emergency maintenance with reduced or no advance notice where reasonably necessary to address a serious security vulnerability, active threat, material service instability or risk to data integrity. APEXE3 will seek to minimise disruption and communicate material emergency maintenance promptly where practicable.

Critical production-impacting issues and material security vulnerabilities are prioritised according to severity, exposure and operational urgency. APEXE3 uses controlled deployment practices designed to reduce avoidable disruption.

APEXE3 uses application and infrastructure monitoring appropriate to the relevant production service to support incident detection, troubleshooting, availability and performance management. Where APEXE3 hosts persistent client data, backup and recovery controls are operated appropriate to the service architecture, data type and deployment model.

Support activities are performed in accordance with APEXE3 security and privacy procedures. Support personnel are expected to use authorised access methods, follow least-privilege principles and handle client information only to the extent reasonably necessary to investigate or resolve the support request.

Effective support depends on timely cooperation between APEXE3 and the client. Clients should:

The following are ordinarily outside standard Support Services unless APEXE3 expressly agrees otherwise:

Where requested, APEXE3 may scope these activities separately as professional, implementation, managed or engineering services.

APEXE3 reviews material incidents, recurring support themes and operational trends as part of its service-improvement process. Corrective actions may include software fixes, security patches, monitoring changes, runbook updates, configuration improvements, infrastructure changes or other preventative measures.

This Support Services Schedule may be updated from time to time as APEXE3 services, support tooling and operating procedures evolve. Material changes to the standard support model will be communicated through appropriate client channels.

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