Amperos Health (“Amperos,” “we,” “our,” or “us”) provides support services for its customers as described below (the “Support Program”). This Support Program is incorporated by reference into the Amperos Master Subscription Agreement or other written agreement between Amperos and the customer (“Customer”).

1. Support Channels

Customers may contact Amperos Support through the following channels:

• Email: support@amperoshealth.com

• In-App Messaging: Dedicated Slack or Microsoft Teams Channel: For customers with an established shared workspace, Amperos provides a direct channel for day-to-day questions and issue reporting.
  
  

2. Support Hours

• Standard support is available Monday through Friday, 9:00am – 6:00pm Eastern Time, excluding U.S. federal holidays.

• Requests submitted outside of Support Hours will be responded to during the next business day.
  
  

3. Scheduled Maintenance and Downtime

Amperos may perform routine maintenance or upgrades to ensure the reliability, security, and performance of the Service.

• Scheduled downtime will typically occur outside of standard business hours and will be communicated to Customers at least 48 hours in advance.

• Emergency maintenance may be required from time to time; in such cases, Amperos will provide as much notice as reasonably possible.

• Scheduled or emergency maintenance windows will not count toward system availability commitments outlined in the Master Subscription Agreement.

4. Response Times

Amperos will use commercially reasonable efforts to respond to support requests according to the following guidelines:

Severity Level

Description

Target Initial Response Time

P1 – Critical

Service is unavailable or severely degraded, with no workaround.

4 business hours

P2 – High

Major feature or functionality impaired, but system is still usable.

1 business day

P3 – Normal

General issues, product questions, or minor bugs.

2 business days

5. Scope of Support

Support includes:

• Troubleshooting errors and unexpected product behavior

• Guidance on product functionality and configuration

• Assistance with service availability issues
  
  

Support does not include:

• Custom software development or consulting

• Third-party products, services, or integrations not provided by Amperos

• Training beyond standard product documentation and onboarding
  
  

6. Updates to Support Program

Amperos may update this Support Program from time to time. Any updates will not materially reduce the overall level of support during a Customer’s current subscription term.

📌 For urgent issues, Customers should indicate “Critical” in the subject line of their request to help us prioritize appropriately.