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Epicz Lab AB | Version 1.0 | Effective date: This document applies from the Effective Date specified in the applicable Order Form, unless otherwise expressly agreed in writing.
This Support Policy explains how Customers can obtain help with the Epicz Lab Services, how support requests are handled, and the scope of standard support.
Epicz Lab AB ("Epicz Lab") provides commercially reasonable support during the applicable Service Period in accordance with Section 1.1 of the Master Subscription Agreement ("MSA"). Capitalized terms not defined in this policy have the meanings given in the MSA.
This policy applies to support for the Services covered by the Customer's subscription. Any support arrangements expressly agreed in the applicable Order Form or another written agreement between the parties also apply. Support for trial or pilot use is subject to the applicable trial or pilot terms.
Customers can contact Epicz Lab support by email or through the main support page below. If the support page is unavailable, use email.
support.epiczlab.com/support/home
Use the same email thread or existing ticket when following up on an issue, and include any ticket reference provided by Epicz Lab. Customers should identify a contact who can coordinate troubleshooting and confirm whether the issue has been resolved.
To help Epicz Lab assess and investigate a request, provide the following information where available:
• Customer name, affected workspace or environment, and contact details.
• A description of the issue, when it began, and the relevant time zone.
• Affected functions and users, operational impact, and any available workaround.
• Steps to reproduce the issue, expected behavior, and actual behavior.
• Relevant error messages, screenshots, or logs, with unnecessary sensitive information removed.
Do not send passwords, private keys, access tokens, or other authentication secrets. Share only the information reasonably needed to investigate the issue. If sensitive diagnostic material is required, ask support to agree a suitable transfer method before sending it.
Support Hours. Standard support is available during Business Hours. "Business Hours" means 08:00 to 17:00 Swedish time (CET/CEST), Monday to Friday, excluding Swedish public holidays (allmänna helgdagar) and Midsummer Eve, Christmas Eve and New Year's Eve. A "Business Day" is any day on which Business Hours apply. Requests received outside Business Hours are treated as received at the start of the next Business Day. Epicz Lab may, at its discretion, respond to Critical requests outside Business Hours, but doing so does not create an obligation to provide support outside Business Hours. This policy does not establish continuous monitoring or 24-hour staffing. Any extended support hours, or specific response or update commitments, apply only where expressly agreed in the applicable Order Form or another written support arrangement.
Epicz Lab uses commercially reasonable efforts to assess requests and prioritizes them according to impact, urgency, and the availability of a workaround. Customers should indicate the impact when submitting a request. Epicz Lab may adjust the priority as more information becomes available and will explain material changes to the Customer.
Epicz Lab aims to provide an initial response within 4 Business Hours for Critical, 1 Business Day for High, 2 Business Days for Normal and 5 Business Days for General requests.
Epicz Lab will review the available information and may request further details, reproduce the issue, or involve appropriate technical personnel. The Customer should provide reasonable cooperation, including an available contact and relevant diagnostic information. Any access needed for troubleshooting must be authorized and arranged securely.
Support may provide an explanation, configuration guidance, a workaround, or a correction. Resolution timing depends on the nature and complexity of the issue and any dependencies. An initial response or acknowledgment is not a resolution, and an automated receipt does not confirm that technical investigation has begun.
Epicz Lab will communicate material findings and next steps through the support correspondence. If progress depends on Customer information or action, Epicz Lab will identify what is needed. Customers should confirm whether a proposed solution restores the affected functionality.
Restoration targets apply to incidents affecting the Services as follows. Nine Business Hours represents one full day of standard support coverage.
Epicz Lab will use commercially reasonable efforts to restore affected functionality or provide a reasonable workaround within the applicable restoration target. These targets are measured during Business Hours from receipt of the support request, applying Section 4 to requests received outside Business Hours. Response and restoration periods run concurrently.
Restoration means that the affected functionality is operational again, including through a workaround that materially addresses the reported operational impact. Restoration does not necessarily mean that the underlying cause has been permanently corrected.
Where further corrective work is required, Epicz Lab will communicate the next steps and an estimated timeframe when reasonably assessable. If a restoration target is expected to be missed, Epicz Lab will explain the delay and provide a revised estimate or a date for the next update. Restoration targets are objectives and are not guaranteed resolution deadlines.
To request escalation, reply to the existing support correspondence or email support@epiczlab.com with "Escalation" and any ticket reference in the subject. Describe the current impact, any change in urgency, and the assistance needed. Epicz Lab will review the request and involve appropriate personnel. Escalation does not by itself create a different contractual service level.
Standard support covers questions about the use of the subscribed Services, access issues, investigation of suspected defects, and reasonable troubleshooting of Epicz Lab functionality. Epicz Lab may direct Customers to relevant documentation or guidance.
Custom development, new integrations, data migration or cleansing, extensive training, and on-site assistance are subject to separate agreement unless already included in the applicable Order Form. Feature requests may be considered for future development but do not constitute a commitment to deliver a feature or release date.
For issues involving third-party products, Customer systems, networks, or integrations, Epicz Lab will use commercially reasonable efforts to help identify whether the issue concerns the Services. The Customer remains responsible for coordinating with its own providers where appropriate. This does not exclude support for a defect in Epicz Lab's own Services.
Customers may report unexpected AI Outputs through the support channels above. Where appropriate, include the relevant input, output, context, and expected behavior, subject to the information-sharing guidance in Section 3.
Consistent with Section 1.4 of the MSA, AI Outputs may contain inaccuracies or other errors. Support does not certify an AI Output as correct or suitable for a particular operational decision. The Customer remains responsible for reviewing and evaluating AI Outputs before material reliance or implementation.
Customers should promptly report suspected unauthorized access or use affecting the Services to support@epiczlab.com, identifying the issue as a suspected security incident. Include the affected environment, when the issue was observed, and a contact for follow-up, without including authentication secrets.
Information shared for support is subject to the confidentiality and security provisions of the MSA and any applicable data processing agreement. This policy does not replace any incident notification obligations or agreed security procedures under those documents.
This policy implements the support provision in Section 1.1 of the MSA. It does not amend the MSA's provisions on fees, confidentiality, liability, termination, or governing law. Any conflict is resolved in accordance with the applicable agreement; this policy does not override expressly agreed terms.
Service availability commitments and any related remedies are governed by the applicable Service Level Agreement referenced in the opening paragraph of the MSA. This Support Policy does not create additional uptime guarantees, service credits, or guaranteed resolution times, and does not limit rights or remedies under the applicable agreement.
The restoration targets in Section 5 are commercially reasonable efforts targets. Failure to meet a restoration target does not, by itself, create entitlement to Service Credits.
The MSA identifies www.epiczlab.com/support as the location of this policy. The operational support page and support email address are listed in Section 2. This document applies from the Effective Date specified in the applicable Order Form, unless otherwise expressly agreed in writing.
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