Support

Support is intended to help customers use the service effectively, diagnose issues, and coordinate remediation when something is not working as expected. The exact support scope may vary by product, deployment, subscription tier, and signed agreement.

If a customer has a negotiated support SLA, that SLA controls over the general information on this page.

The default public intake point is our contact page. Existing customers may also use any account-specific support channel, implementation thread, or managed services contact route agreed with XYLEX.

To help us resolve an issue quickly, include:

• organization name and relevant environment;
• a clear description of the issue and expected behavior;
• time of occurrence, screenshots, logs, or request identifiers;
• reproduction steps where available; and
• business impact, urgency, and any known workaround.

• XYLEX supports platform behavior, hosted service reliability, and product defects inside agreed service boundaries.
• Customer teams remain responsible for internal access controls, endpoint integrations they operate, and business process decisions.
• For managed implementation engagements, responsibility may be expanded in writing to include additional operational activities.

• Critical issues typically involve material production outage, severe data integrity concerns, or major security exposure.
• High-severity issues materially degrade core workflows without a reasonable workaround.
• Normal issues affect a limited workflow, are intermittent, or have an acceptable workaround.
• Low-severity issues include minor defects, cosmetic problems, and improvement requests.

XYLEX aims to acknowledge and triage requests within commercially reasonable timeframes. Public website content does not create a fixed response or resolution guarantee unless one is expressly set out in a signed support SLA or order form.

Resolution timing will depend on issue complexity, reproducibility, third-party dependencies, release constraints, and whether an acceptable workaround exists.

• We may provide notice for material maintenance windows, migrations, or changes that could affect customers.
• We may request additional technical or business context from the customer in order to diagnose issues safely.
• Where a problem is caused by a third-party service or customer-controlled dependency, XYLEX may coordinate with that party but cannot guarantee their timelines.

Customers should use the Resources and documentation materials for implementation references, baseline troubleshooting, and expected behavior checks before opening urgent incidents.

Where available, account teams may also provide environment-specific runbooks, migration plans, and release notes for customer operators.

If an issue becomes business critical, please state that clearly in the request and explain the impact so it can be routed appropriately.

Security incidents, suspected account compromise, and vulnerability reports should also be marked as security matters and may be handled according to the process described on our Security page.