amber.systems support and maintenance schedule

Version 2026-08-18 - last updated 18 August 2026

1. When this schedule applies

1.1 This Support and Maintenance Schedule applies where an Order Form incorporates it for technical support, troubleshooting, monitoring, updates, patches, defect correction, maintenance or related operational assistance (Support Services).

1.2 This schedule forms part of the Contract together with the General Terms of Business. The Order Form identifies the supported service or software, support entitlement, hours, contacts, Fees and any incorporated Service Level and Support Schedule.

1.3 Support for a Hosted Service, Infrastructure Service or Licensed Software is limited to the management boundary and versions stated in the Order Form and relevant Service Schedule.

2. Definitions

In this schedule:

• Defect means a reproducible material failure of the supported item to conform to its current agreed specification or Documentation.
• Incident means an unplanned interruption, degradation or security event affecting the supported item.
• Maintenance means work intended to preserve security, compatibility, reliability or supportability.
• Resolution means a correction, configuration change, workaround, recovery or explanation that materially addresses the reported issue.
• Service Request means a request for information, access, configuration, routine assistance or a change that is not an Incident.
• Supported Version means a version identified as supported in the Order Form, Documentation or current support policy.
• Update means a patch, hotfix or minor release primarily intended to correct defects, vulnerabilities or compatibility issues.
• Upgrade means a major release, migration or substantial new capability.

3. Support scope

3.1 Support Services may include, as stated in the Order Form:

• receiving and triaging Incidents and Service Requests;
• diagnosis and troubleshooting;
• guidance and workarounds;
• defect correction;
• security and compatibility Updates;
• routine maintenance and monitoring;
• configuration assistance;
• escalation to an upstream provider; and
• reporting or service-review meetings.

3.2 Support does not include a new feature, material redesign, migration, project work, training, forensic investigation or work outside the supported boundary unless expressly included or agreed as chargeable work.

3.3 We may use remote access, logs, diagnostics, test data and administrative tools reasonably necessary to provide Support Services, subject to the Contract and DPA.

4. Support channels and authorised contacts

4.1 The Order Form should identify the available support channels and Customer contacts authorised to raise or approve requests.

4.2 Unless another channel is stated, support requests may be sent to hello@amber.systems. Security vulnerabilities should be sent to security@amber.systems, and abuse reports to abuse@amber.systems.

4.3 The Customer must provide sufficient information to understand and reproduce the issue, including affected service, timestamps, symptoms, recent changes, relevant identifiers and business impact.

4.4 Do not send passwords, live secrets, unredacted personal data, malware or large sensitive captures by ordinary email. We will agree a secure channel where needed.

4.5 We may require an approval from an authorised Customer contact before making a production change or incurring material cost.

5. Support hours and priority

5.1 Support hours are stated in the Order Form. If none are stated, support is provided during Business Hours on a reasonable-efforts basis.

5.2 Priority is based on actual impact, scope, workaround and urgency, not solely on the label selected by the Customer.

5.3 Unless the Order Form defines another model:

• Priority 1 - Critical: a production service is unavailable or a confirmed severe security incident creates immediate material risk, with no reasonable workaround;
• Priority 2 - High: material production functionality is seriously degraded or a significant security issue exists, but some service or workaround remains;
• Priority 3 - Normal: limited degradation, reproducible defect or ordinary support issue with a reasonable workaround; and
• Priority 4 - Low: information request, cosmetic issue, planned change, feature request or other non-urgent matter.

5.4 Response targets, where included, measure time to initial substantive acknowledgement during the applicable support window. They are not guaranteed resolution times.

5.5 If the SLA is incorporated, its response targets and service-credit terms apply. Otherwise, targets are reasonable endeavours only.

6. Diagnosis and resolution

6.1 We will use reasonable efforts to investigate a supported Incident and provide a Resolution appropriate to its priority and technical feasibility.

6.2 A workaround may be a valid Resolution where it restores material functionality or reduces risk pending a permanent correction.

6.3 We may ask the Customer to reproduce the issue, collect diagnostics, test a change, provide temporary access or isolate a dependency.

6.4 We do not guarantee that every Incident can be reproduced or permanently resolved, especially where it arises from a third-party service, unsupported environment, intermittent condition or Customer modification.

6.5 A target is paused while we reasonably await Customer information, access, approval or testing.

7. Maintenance and Updates

7.1 Where maintenance is included, we may develop, test and provide or deploy Updates reasonably necessary to correct Defects, vulnerabilities and compatibility issues.

7.2 Unless the Order Form says otherwise:

• Updates are included for Supported Versions;
• Upgrades, migrations and new features are not included;
• emergency security maintenance may be performed with shorter notice; and
• material architecture or user-experience changes require separate agreement.

7.3 Where the Customer deploys Updates, it is responsible for timely deployment and appropriate testing. We may decline responsibility for an issue that an available and reasonably notified Update would have prevented.

7.4 Where we deploy Updates, the Customer must provide an agreed maintenance window, representative test path and rollback cooperation.

7.5 We may bundle a correction into a later supported release where that is a reasonable and secure resolution.

8. Supported versions and end of life

8.1 The Customer must use a Supported Version and supported dependencies.

8.2 We may designate a version end of life. Unless an urgent security, legal or upstream issue requires less notice, we will aim to provide at least 90 days’ notice for a generally available version.

8.3 After end of life, we may:

• stop providing Updates or ordinary support;
• provide limited best-efforts support at additional cost;
• require migration to a supported version; or
• decline changes that would prolong an unsafe or unsupported configuration.

8.4 A separately priced extended-support arrangement may impose additional constraints and does not guarantee that every upstream dependency remains available.

9. Customer responsibilities

9.1 The Customer must:

• maintain current contacts and escalation details;
• operate within the supported configuration;
• maintain tested backups and rollback arrangements;
• provide timely information, access, approvals and test results;
• avoid making an uncoordinated change likely to interfere with an active investigation;
• apply agreed remediation and Updates; and
• maintain licences and support entitlements for Customer-controlled Third-Party Services.

9.2 The Customer is responsible for first-line support to its own users and End Users unless the Order Form says otherwise.

9.3 The Customer must not grant broader access than reasonably necessary for a support task and should revoke temporary access when the task ends.

10. Exclusions

10.1 Support Services do not cover an issue caused by:

• use outside the Documentation or agreed specification;
• unauthorised or unsupported modification;
• an unsupported version, platform, dependency or environment;
• Customer Content, Customer code or a Customer-controlled integration;
• failure to maintain backups, capacity or licences;
• malware, compromise or abuse outside our management boundary;
• a Third-Party Service outside our reasonable control; or
• a force-majeure event.

10.2 We may still assist with an excluded issue as chargeable work, subject to availability and authority.

10.3 An exclusion does not apply to the extent our breach caused the issue.

11. Security incidents

11.1 A security Incident is handled under the Contract, DPA and any incident-response scope in the Order Form.

11.2 Ordinary support does not include a forensic investigation, legal advice, regulatory notification, threat hunting or full incident response unless expressly included.

11.3 We may take proportionate emergency action to contain a credible risk, including revoking credentials, isolating a resource or disabling affected functionality.

11.4 We will preserve and share evidence to the extent reasonably necessary and lawful, subject to security and confidentiality.

12. Third-Party Services

12.1 We may coordinate with an upstream provider where the supported item depends on it. The Customer authorises us to share the minimum information reasonably necessary for that support, subject to the DPA and confidentiality obligations.

12.2 Upstream response and resolution times are outside our control unless expressly assumed in the Order Form.

12.3 A provider’s withdrawal, end of life or breaking change may require a chargeable migration or redesign.

13. Fees and chargeable work

13.1 Support Fees and included hours are stated in the Order Form.

13.2 Work exceeding an included allowance, outside scope, outside support hours or requiring specialist travel may be chargeable at the stated rates after reasonable notice.

13.3 We will not unreasonably delay emergency containment solely because the parties have not agreed a minor charge, but material project work requires approval.

13.4 Unused included hours expire at the end of the billing period unless the Order Form expressly allows rollover.

14. Service reviews and reporting

14.1 Where included, we will provide a support summary or service-review meeting at the stated frequency.

14.2 Reports may include ticket volumes, priorities, response performance, recurring issues, maintenance, capacity and recommended actions.

14.3 A recommendation in a service review is not additional scope until accepted through change control.

15. Termination and transition

15.1 On termination, active support access and entitlements end at the end of the applicable notice or paid period.

15.2 We will provide existing support records, open-ticket summaries and handover material expressly included in the Order Form.

15.3 Additional transition, knowledge transfer, extended access or support to a replacement supplier is chargeable unless included.

15.4 Termination does not require us to continue supporting an unsafe, unpaid or unsupported system.

16. Contact

Support and maintenance enquiries may be sent to hello@amber.systems.