Support Policy

# SubmitZ Support Policy

## 1. Introduction

SubmitZ is committed to providing reliable, responsive, and high-quality support services to ensure our customers can effectively use the platform for travel, expense, reimbursement, and approval management. This Support Policy outlines the support services, response commitments, communication channels, and responsibilities of both SubmitZ and its customers.

## 2. Support Coverage

The SubmitZ support team provides assistance related to:

• Application usage and navigation
• User account management
• Technical issues and troubleshooting
• Error resolution and bug reporting
• System configuration guidance
• Integration-related support
• Performance-related concerns
• Security-related incident reporting
• Product updates and feature inquiries

## 3. Support Channels

Customers can contact SubmitZ support through the following channels:

• Email Support
• Web-Based Support Portal
• Live Chat (if available)
• Telephone Support (for eligible plans)
• Customer Success Manager (for enterprise customers)

## 4. Support Hours

### Standard Support

• Monday to Friday
• 9:00 AM to 6:00 PM (Customer Local Time or as per agreement)
• Excluding public holidays

### Premium Support (If Subscribed)

• Extended business hours
• Priority response handling
• Dedicated support resources

### Emergency Support

Critical production issues affecting business operations may be reported outside normal business hours through designated emergency channels.

## 5. Issue Priority Levels

### Priority 1 – Critical

Business-critical issue causing complete system outage or preventing all users from accessing key functions.

Examples:

• System unavailable
• Login failure for all users
• Data processing failure affecting all customers

Target Response Time: Within 1 Hour

### Priority 2 – High

Major functionality is unavailable, but workarounds may exist.

Examples:

• Expense submission failure
• Approval workflow interruption
• Integration failures

Target Response Time: Within 4 Business Hours

### Priority 3 – Medium

Issue affects individual users or specific features with limited business impact.

Examples:

• Report generation issues
• Minor configuration problems
• User-specific access issues

Target Response Time: Within 1 Business Day

### Priority 4 – Low

General inquiries, enhancement requests, or cosmetic issues.

Examples:

• Feature clarification
• Training requests
• UI improvements

Target Response Time: Within 2 Business Days

## 6. Product Updates & Maintenance

SubmitZ continuously improves the platform through:

• Security updates
• Performance enhancements
• Bug fixes
• Feature upgrades
• Compliance updates

Scheduled maintenance activities may occasionally require temporary service interruptions. Customers will be notified in advance whenever possible.

## 7. Customer Responsibilities

To help us provide efficient support, customers are expected to:

• Provide accurate issue descriptions
• Share screenshots or supporting information when requested
• Designate authorized administrators for support communication
• Maintain secure user credentials
• Use supported browsers and devices
• Follow recommended platform usage guidelines

## 8. Data Security & Privacy

SubmitZ takes customer data security seriously.

Our support team:

• Accesses customer data only when necessary for issue resolution
• Maintains strict confidentiality standards
• Follows security and privacy best practices
• Complies with applicable data protection regulations

Customer information is never shared with unauthorized parties.

## 9. Feature Requests & Enhancements

Customers may submit enhancement requests at any time.

Feature requests are evaluated based on:

• Customer demand
• Product roadmap alignment
• Technical feasibility
• Security and compliance requirements

Submission of a feature request does not guarantee implementation.

## 10. Service Availability

SubmitZ is designed to provide high service availability and reliability. We continuously monitor infrastructure performance and implement proactive measures to minimize service interruptions.

Scheduled maintenance windows will be communicated in advance whenever possible.

## 11. Exclusions

The following services are generally not covered under standard support:

• Custom development requests
• Third-party software issues not controlled by SubmitZ
• Customer-specific infrastructure issues
• User training beyond standard onboarding
• Data migration projects outside agreed scope
• Consulting services not included in the subscription plan

## 12. Policy Updates

SubmitZ reserves the right to update this Support Policy periodically to reflect changes in services, technologies, business requirements, or legal obligations. Updated versions will be published on the SubmitZ website.

## 13. Contact Support

For assistance, customers may contact the SubmitZ Support Team through the designated support channels provided with their subscription.

Our goal is to deliver timely, professional, and effective support that helps organizations maximize the value of the SubmitZ Travel & Expense Management Platform.