Support Policy

Support is agreement-specific

Support is available only where it is included in an agreed project, support plan or statement of work. Website references to support do not create a response-time commitment, service level or obligation to support every system.

A support arrangement should define

• The systems, environments, users and issue types that are covered.
• The approved request channel, authorised contacts and operating hours.
• How priority is assessed and how response arrangements are communicated.
• Planned administration, maintenance and change-request boundaries.
• Customer, AJWorks and third-party provider responsibilities.

Common exclusions unless agreed

• Unsupported software, expired licences or systems changed without coordination.
• Vendor outages, internet-provider faults and other third-party service failures.
• Major enhancements, migrations or new integrations outside the support scope.
• Security incidents or specialist recovery work requiring another provider.

Before publication

AJWorks must confirm its support channels, operating arrangements and commercial terms. No response time or service-level guarantee is stated in this draft.