Enterprise Support Services
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Customer Success & Enterprise Support Services Schedule
Version: 2.3
Effective Date: 01 May 2026
This Enterprise Support Schedule forms part of the Master Services Agreement (“MSA”) between Cased Dimensions Limited (“Cased Dimensions”) and the Customer.
- Purpose
The purpose of this Schedule is to define the Enterprise Support Services provided by Cased Dimensions for the Cased Dimensions Enterprise AI Orchestration Platform.
Support Services are intended to assist Customers in maintaining the availability, stability and effective operation of the Platform throughout the Subscription Term.
- Enterprise Support
Enterprise Support is included with every Cased Dimensions subscription.
Cased Dimensions does not offer multiple support tiers. Every Customer receives the same Enterprise Support experience, including defined response commitments, access to experienced platform engineers and support for production use of the Platform.
- Support Channels
Customers may contact Cased Dimensions using the following channels:
- Customer Support Portal (24×7)
- Telephone
Support requests should be submitted through the Customer Support Portal wherever reasonably practicable to ensure accurate logging, prioritisation and tracking.
- Support Hours
Standard Enterprise Support is available:
Monday to Friday
08:00 – 18:00
Regional Business Hours
Excluding public holidays applicable to the Customer’s primary support region.
Priority 1 incidents are supported on a 24×7 basis.
- Support Scope
Enterprise Support includes reasonable assistance relating to:
- Platform availability
- Product defects
- Configuration guidance
- Enterprise integrations
- APIs and connectors
- Workflow automation
- AI orchestration capabilities
- Security-related operational issues
- User administration
- Platform upgrades
- General product guidance
- Support Exclusions
Support Services do not include:
- Customer-developed customisations
- Customer-developed code
- Third-party software defects
- Customer infrastructure
- Network connectivity outside the Cased Dimensions Platform
- Consultancy
- Training
- Project implementation
- Feature development
- Requests for bespoke enhancements
These services may be provided under a separate Professional Services Agreement.
- Incident Priorities
Priority 1 – Critical
A complete production outage or critical degradation preventing normal business operation where no reasonable workaround exists.
Examples include:
- Platform unavailable
- Critical production integration failure
- Critical security incident
- Business-critical automation unavailable
Initial Response Target
Within 1 hour (24×7)
Priority 2 – High
Major functionality is unavailable or significantly impaired.
Business operations continue but are materially affected.
A temporary workaround may exist.
Initial Response Target
Within 4 Business Hours
Priority 3 – Medium
Non-critical functionality is affected.
Business operations continue using an acceptable workaround.
Initial Response Target
Within 4 Business Hours
Priority 4 – Low
General enquiries including:
- Product guidance
- Configuration assistance
- Documentation
- Enhancement requests
- Cosmetic issues
Initial Response Target
Within 8 Business Hours
- Incident Management
Cased Dimensions will:
- Acknowledge support requests
- Assign an incident priority
- Investigate reported issues
- Provide regular progress updates for Priority 1 and Priority 2 incidents
- Implement reasonable corrective actions where appropriate
- Confirm resolution before closing the incident
- Customer Responsibilities
To enable efficient resolution, Customers shall:
- Provide sufficient information to reproduce issues
- Supply relevant logs, screenshots and diagnostic information where available
- Nominate authorised support contacts
- Maintain supported versions of the Platform
- Cooperate reasonably during investigations
Failure to provide requested information may delay resolution.
- Escalation
Where a Customer reasonably believes an incident requires additional attention, the incident may be escalated through the Cased Dimensions Support Manager.
Priority 1 incidents are automatically subject to management oversight until service has been restored.
- Planned Maintenance
From time to time Cased Dimensions may perform planned maintenance.
Where practicable, Customers will receive reasonable advance notice.
Emergency maintenance may be undertaken without prior notice where necessary to maintain security, stability or service availability.
- Product Updates
The Cased Dimensions Platform is continually improved.
Updates, fixes and enhancements may be released throughout the Subscription Term.
Unless otherwise agreed, all Customers benefit from platform updates delivered as part of the standard subscription service.
- Service Availability
The Cased Dimensions Platform is designed to deliver high levels of availability and resilience.
Availability commitments, where applicable, are defined within the Customer’s Order Form or Service Level Agreement.
- Fair Use
Enterprise Support is intended to assist Customers in operating the Platform.
Support Services may not be used as a substitute for implementation services, consultancy, software development or customer training.
Where requests fall outside the scope of Enterprise Support, Cased Dimensions may recommend Professional Services.
- Changes
Cased Dimensions may update this Schedule from time to time to reflect improvements to its support processes.
Material changes will not reduce the level of Enterprise Support provided during the Customer’s current Subscription Term without mutual agreement.