Support Policy

This Support Policy describes how EPOPTIA P.C. ("Epoptia", "we"), G.E.M.I. no. 147698736000, 312 Andrea Syngrou Avenue, 176 73 Athens, Greece, provides support for the Epifor platform. It forms part of our Terms & Conditions. Personal data handled in support interactions is processed as described in our Privacy Policy.

1. How to reach us

• Email (primary channel):support@epifor.com. Every request receives a ticket reference.
• Phone: +30 210 924 2900 (GR) · +44 203 996 2444 (UK), during support hours.
• Knowledge Base: comprehensive documentation for using the platform, available to all customers.

If your implementation is managed by a certified Epifor partner, contact your partner first. They provide your first-line support. For platform bugs or technical issues you can always reach us directly at support@epifor.com.

To help us resolve your issue quickly, include: your company name and account, the module or screen affected, what you expected and what happened instead, the time it occurred, and screenshots or error messages if available.

2. Support hours

Support is available Monday to Friday, 09:00–17:00 Athens time (EET), excluding weekends and Greek public holidays.

Customers on a Gold SLA plan receive coverage during extended business hours. Work outside business days is available only as a billable service (Section 5).

3. What every active subscription includes

Standard support is included in your Epifor subscription at no extra charge:

• Bug fixing. A bug is functionality of the platform that does not work as documented. Reproducible bugs are corrected in the platform; where a full fix needs time, we aim to provide a workaround first.
• Epifor Platform updates, which are part of the cloud subscription.
• Knowledge Base access.
• Email and phone support during support hours.
• First response within 24 business hours of notification. Critical issues are prioritized and worked on during support hours until resolved or a workaround is in place.

Standard support covers the current version of the cloud platform. For beta features and trial accounts, support is provided on a best-effort basis without response-time commitments.

4. Paid Support Level Agreements (SLA plans)

For customers who need guaranteed capacity, prioritized handling, and dedicated technical resources, we offer paid SLA plans in three tiers: Bronze, Silver and Gold. SLA plans apply exclusively to existing implementations. They become available once your implementation is live and cover support and consulting capacity beyond standard support.

Work beyond the included monthly hours is billed at our then-current hourly rate. SLA plans are subscription-based and priced per tier; for current pricing and a proposal, contact support@epifor.com.

5. Billable services

The following are provided upon request and against charge, at our then-current rates (rate card available on request):

• New functionalities, modifications, consulting and software updates for on-premises installations. Work estimated at more than 20 business days of development is subject to a separate financial agreement.
• Delivery time: for tasks estimated at up to 3 business days of work, delivery is within up to 20 business days, excluding vacation periods.
• Work on Saturdays or Sundays, at a premium rate with a minimum charge.
• On-site visits, charged per day plus travel expenses.
• Pre-purchased packages of development/consulting time are available at reduced rates.

A request is only scheduled once its scope and cost have been confirmed in writing.

6. Priorities and escalation

We classify incoming issues to prioritize work:

Reproducible issues that cannot be promptly resolved are escalated internally to senior engineers. We may ask you to help reproduce an issue; issues we cannot reproduce may be closed with an explanation and reopened if they recur.

7. What support does not cover

• Faults in your own infrastructure: internet connectivity, networks, devices, browsers, or servers (for on-premises installations).
• Third-party systems, including ERP systems. Support covers the Epifor side of an integration, not the third-party system itself.
• Issues caused by untrained or unauthorized use, or by modifications not made or approved by us.
• Training, implementation and configuration services are available as billable services or through certified partners.
• Data recovery needs, caused by user actions (we can assist from backups as a billable service where feasible).
• Free or trial accounts, beyond best-effort assistance.

8. Your responsibilities

Provide accurate information and reasonable cooperation during troubleshooting; maintain supported browsers and, for on-premises installations, adequate infrastructure and your own backups; keep your access credentials confidential; ensure your users are trained for the modules they operate; and approve remote access when a fix requires it. We access your database only on an as-needed basis and only with your approval.

9. Availability, maintenance and data protection

• Availability: we target 99.9% uptime for the cloud platform. Planned maintenance is announced in advance and scheduled to minimize disruption.
• Backups: we perform daily backups for every customer, which we can retrieve if needed during an active subscription. Post-termination data handling is described in the Terms & Conditions.
• Infrastructure and encryption: the Epifor platform runs on dedicated servers, with customer files and drawings stored on Digital Ocean and Amazon Web Services (AWS). Connections are encrypted in transit. Passwords are stored encrypted and cannot be retrieved, not even by us.
• Access control: only a small number of authorized personnel can access production systems, for maintenance and support reasons, on an as-needed basis and with your approval for account-level access.
• Confidentiality: our confidentiality obligations toward your data arise from the Terms & Conditions, the Privacy Policy, and the applicable data processing terms.

10. Changes to this Policy

We may update this Policy as our services evolve. The current version, with its effective date, is always available on this page; material changes are announced in advance through the channels described in the Terms & Conditions.

11. Contact

support@epifor.com · +30 210 924 2900 · EPOPTIA P.C., 312 Andrea Syngrou Avenue, 176 73 Athens, Greece