Support Policy

1. Definitions

The terms below have the following meanings when used in this Support Policy.

“Business Day”: means any day except any Saturday, any Sunday, or any day that is a public holiday in Sweden.

“Business Hour” means 8:00am to 6:00pm Central European Time (CET), during each Business Day.

“Customer” or “you” means the customer entity that has executed an Order Form for a subscription to any Axcela Bio Product.

“Order Form” means the ordering document executed by the parties specifying the Product to be purchased by Customer.

“Product Error” means a reproducible failure of the Product to perform in material conformity with the Documentation, excluding failures caused by (i) third-party services, (ii) Customer systems, (iii) misuse, or (iv) use of beta features, trial offerings, or unsupported environments.

2. Support Services.

Support includes the following services provided by Axcela Bio:

• Incident Support: Identifying and troubleshooting Product Errors or abnormal behaviour of the Product(s).
• General Guidance: Assistance with questions regarding the use and functionality of the Services.
• Configuration Support: Troubleshooting configuration of the Product and supported integrations.

3. Channels

You can engage with and/or request Axcela Bio’s Support as follows:

• Knowledge Center: Access Axcela Bio’s Knowledge Center, containing help articles and on-demand training materials (available in product)
• Chat Support: Chat or send a request to our support team and AI chatbot via Axcela Bio’s in-product live chat.
• Email Support: Send a question or request via email to support@axcela.bio

4. Support Hours

• Knowledge Center Access: 24 hours per day, 7 days per week
• Email Support: Available during Business Hours on Business Days
• Live Chat Support: Available during Business Hours on Business Days

5. Response Time

Axcela Bio will use commercially reasonable efforts to respond to email and in-app support requests within one (1) Business Day. No specific response time or resolution time is guaranteed.

6. Customer Cooperation

Customer shall provide Axcela Bio with such information and cooperation as reasonably required to provide Support, including without limitation: (i) details of the Products that are unavailable or not functioning correctly, (ii) the impact on Customer and/or its end users, (iii) relevant event time stamps, product URLs, data, or error messages, (iv) browser console logs or screenshots (if applicable), (v) permission for account access (if required), and (vi) availability to participate in troubleshooting sessions, including web-based calls if necessary.

7. Support Limitations

Support is subject to the following limitations:

• Support is currently provided in English and Swedish.
• Support does not include Professional Services, unless purchased separately.
• Professional Services include, without limitation, API implementation, custom development, system integration, data migration, and training beyond that provided through the Knowledge Center or standard Instructor-Led sessions.
• Axcela Bio has no obligation to provide Support: (i) if Customer or a third party is in breach of the Agreement or Order Form; (ii) if the Services have not been used in accordance with the Documentation or Axcela Bio’s instructions; or (iii) for any Trial, Beta or Pilot Offering, where Support may be limited or unavailable.

8. Policy Updates

Axcela Bio may modify this Support Policy from time to time by posting an updated version, which will become effective upon posting or as otherwise stated.