> For the complete documentation index, see [llms.txt](https://legal.synap.ac/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://legal.synap.ac/support-policy.md). # Support Policy LAST UPDATED: 29th September 2026 This Support Policy forms part of the [Synap Terms of Service](https://legal.synap.ac/terms-of-service) (**Agreement**) between Synap and Customer. Defined terms have the meanings given in the Agreement. ## 1. Standard Support ### 1.1 Support hours **Routine Support** is available from 09:00 to 17:00 UK time, Monday to Friday, excluding public holidays in England. **Emergency Support** is available 24 hours a day, seven days a week for genuine Priority 1 Incidents affecting production Services. Support is available through the in-Service live-chat facility or at . Customer should clearly identify an urgent report as **Priority 1** and provide current contact details. ### 1.2 Reporting an Incident An **Incident** is an error or abnormal behaviour of the Services. Customer will provide information and reasonable cooperation needed to investigate it, including where available: * the affected Service and functionality; * the number and type of affected users; * the business and assessment impact; * the approximate start time and duration; * steps to reproduce the issue; * relevant error messages, screenshots or technical logs; and * recent changes that may be connected with the issue. Customer should avoid including candidate responses, identity documents, proctoring recordings, special-category data, authentication credentials or other sensitive Customer Data unless it is specifically necessary for the investigation and an appropriate method has been agreed. ### 1.3 Priority and response targets Synap assigns the Priority based on the information reasonably available and may change it as the Incident develops. | Priority | Description | Initial response target | | ------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------- | | **Priority 1 — Critical** | The production Service is unavailable or critically impaired for a substantial number of users, a live assessment is materially prevented from operating, or a serious security issue requires immediate action; no reasonable workaround is available. | 2 elapsed hours, 24/7 | | **Priority 2 — High** | Important production functionality is materially degraded for multiple users, but the Service remains substantially available or a workaround exists. | 1 UK business day | | **Priority 3 — Standard** | A non-critical defect, question or usability issue with no material effect on availability or core operation. | 3 UK business days | A response target is a target for acknowledgement and initial engagement, not a guaranteed resolution time. Resolution depends on the nature, reproducibility and cause of the Incident and on Customer's cooperation. Synap will use commercially reasonable efforts to investigate and resolve Incidents according to their Priority and will provide reasonable progress information for an active Priority 1 Incident. ### 1.4 Exclusions Synap is not required to provide support to the extent an Incident is caused by: * use contrary to the Agreement or Documentation; * Customer's equipment, software, network, configuration or third-party service; * a general internet, utility or telecommunications failure outside Synap's reasonable control; * Customer's failure to implement a documented fix or supported configuration; or * a force-majeure event under the Agreement. This exclusion does not apply merely because Synap uses a subcontractor to provide part of the Services. Synap remains responsible for its subcontractors as stated in the Agreement. Where practicable, Synap may still assist with an excluded issue on a reasonable-efforts basis or under an agreed Professional Services engagement. ## 2. Customer responsibilities Customer will: * maintain appropriate administrator and escalation contacts; * ensure Authorised Users first follow relevant Documentation and status information; * report Incidents promptly and accurately; * provide timely access, evidence and cooperation reasonably required for investigation; * maintain supported browsers, devices and integrations; and * make operational decisions and communicate with its End Users unless Synap has expressly agreed to do so. A delay caused by missing information, unavailable contacts or Customer-controlled systems may pause the applicable response target. ## 3. Enhanced support and event cover Synap may offer enhanced support, examination-event cover, extended preparation, monitoring or other professional assistance under a separate Order Form or the [Professional Services Agreement](https://legal.synap.ac/professional-services-agreement). The Order Form will identify the covered dates, hours, contacts, activities, assumptions and fees. Enhanced cover applies only during the stated period and does not create an ongoing support commitment. ## 4. Relationship with the SLA This Support Policy governs support handling and response targets. Availability commitments and service credits are governed by the [Service Level Agreement](https://legal.synap.ac/service-level-agreement). Unless an Order Form expressly states otherwise, response targets are service objectives and do not give rise to service credits.