XGRC® Support Policy
1. Scope
This policy applies to all Customers with an active XGRC® SaaS subscription. It covers the logging, classification, and handling of support requests relating to the XGRC® platform.
This policy does not apply to: requests arising from the Customer’s own configuration errors, user error, or misuse; custom development or integrations not supported under the standard product; or third-party systems outside Strategix’s control.
2. Support Channels
Support requests must be submitted through the XGRC® in-platform support portal. If the platform is unavailable, requests may be submitted via the helpdesk contact details published on the XGRC® website.
3. Severity Classification
| Severity | Definition |
|---|---|
| Severity 0 | Confirmed or suspected security breach or active vulnerability affecting the platform or Customer Data |
| Severity 1 | All users are unable to use the platform due to a platform fault (complete service outage) |
| Severity 2 | Users are unable to use a specific module or major function due to a platform fault |
| Severity 3 | Users can use the system or module but require a workaround due to a defect |
| Severity 4 | Minor defect with limited user impact; workaround is available or impact is cosmetic |
| Severity 5 | Enhancement request, question, or issue that does not materially affect usage |
4. Initial Response Targets
| Severity | Initial Response Target | Coverage |
|---|---|---|
| Severity 0 | Within 4 hours | 24 hours / 7 days |
| Severity 1 | Within 6 hours | Business hours + on-call escalation |
| Severity 2 | Within 24 hours | Business hours |
| Severity 3 | Within 3 Business Days | Business hours |
| Severity 4 | Within 6 Business Days | Business hours |
| Severity 5 | Within 6 Business Days | Business hours |
Initial response means the first substantive acknowledgement of the issue by a support engineer, including an initial assessment and next steps. It does not mean resolution.
5. Resolution Approach
Strategix will use reasonable endeavours to resolve issues in a timely manner. For all open issues, Strategix will:
- Provide status updates at reasonable intervals appropriate to the severity;
- Document known workarounds where available;
- Escalate unresolved Severity 1 and Severity 2 issues to senior engineering and management within 24 hours of the initial response; and
- Notify the Customer if resolution requires development work or third-party involvement.
6. Exclusions
Response targets do not apply to issues arising from:
- Customer’s own configuration, data quality, or access control decisions;
- Acts or omissions of the Customer’s users;
- Integrations, APIs, or third-party systems outside the XGRC® platform;
- Events of force majeure; or
- Unauthorised changes made to the Customer’s environment.
7. Support Hours
Standard support hours are Monday to Friday, 08:00 to 17:00 South African Standard Time (SAST), excluding South African public holidays.
Severity 0 issues are monitored and responded to on an on-call basis outside standard hours.
8. Planned Maintenance
Strategix will provide at least 48 hours’ prior notice for maintenance expected to cause material service impact. Emergency maintenance required for urgent security issues may be performed without prior notice.
9. Updates
Strategix may update this Support Policy from time to time. Material changes will be communicated to Customers not less than 30 days before the effective date.