What is your Support Policy?

1. Scope

This Support Policy describes how Moxso provides technical support to customers using the Moxso platform.

All customers receive standard support as part of their subscription unless otherwise agreed in writing.

This policy outlines:

• support availability
• support channels
• issue prioritization
• indicative response targets

The response times stated in this document are targets only and are provided for guidance. They do not constitute guaranteed service levels, service level agreements (SLAs), or resolution commitments.

Support is provided for issues relating to the use of the Moxso platform and services.

2. Support Channels

Customers may contact Moxso Support through the following channels:

Email: help@moxso.com

Help Center: https://help.moxso.com/customerportal

All support requests are logged in the Moxso helpdesk system and assigned a support ticket reference.

• Moxso may introduce or discontinue support channels from time to time.

3. Support Hours

Standard support hours:

Monday–Friday
09:00–16:00 CET
Excluding public holidays in Denmark.

Requests submitted outside of support hours will be handled the next business day.

4. Self-Service Support Resources

Moxso provides documentation, help articles, and other support resources through the Moxso Help Center.

Customers are encouraged to review available documentation before submitting a support request, as many common questions and issues may already be addressed in the knowledge base.

5. Customer Responsibilities

To assist Moxso in resolving support requests efficiently, customers should:

• submit requests through the designated support channels
  
  
• provide a clear description of the issue
  
  
• include relevant information such as screenshots, error messages, or steps to reproduce the issue
  
  
• identify the business impact of the issue where relevant
  
  

Support may be limited where an issue cannot reasonably be reproduced or sufficiently described.

6. Issue Severity Levels

Support requests are prioritized based on the assessed severity and business impact of the reported issue. Moxso reserves the right to determine the appropriate severity classification.

7. Resolution Targets

Moxso will use commercially reasonable efforts to investigate and address reported issues.

While Moxso aims to resolve issues as quickly as possible, resolution timelines may vary depending on factors including:

• the complexity and severity of the issue
• the availability of workarounds
• product roadmap considerations
• dependencies on third-party services
• Certain issues may be resolved through future product updates or releases.
• For Severity 1 and Severity 2 issues, Moxso will generally provide status updates as new information becomes available.

8. Escalation

Where appropriate, support requests may be escalated internally to technical specialists or engineering teams.

For incidents affecting multiple customers, Moxso may communicate status updates through appropriate channels, including the Moxso status page: status.moxso.com

8. Changes to this Policy

Moxso may update this Support Policy from time to time. The latest version will be available in our Moxso Knowledge Base.