Ariox Support Policy 

Last Update:  09.11.2026 

The Ariox Support Policy (“Support Policy”) is incorporated into and forms a part of your agreement with Ariox LLC (“Ariox”) with respect to your use of Ariox’s Lumino Platform and Services (“Agreement”).  This Support Policy describes the support services (“Support Services”) available to Customers and/or partners (“Community”), depending on the level of support included with the Community’s purchase. 

Definitions.  The terms below have the following meanings when used in this Support Policy.   

• • “Beta Offeringˮ means pre-release services, features, or functions identified as alpha, preview, early access, or words or phrases with similar meanings.  
  • “Business Dayˮ means any day except any Saturday, any Sunday or any day that is a federal holiday in the United States or any other day in which it is required by law or other governmental actions to close. 
  • “Business Hourˮ means 7:00 am to 6:00 pm CDT /  12:00 PM to 11:00PM GMT, during each Business Day. 
  • “Community” or “youˮ means the community entity that has entered into an Agreement. 
  • “Knowledgebaseˮ means the documentation available to Community at www.ariox.com  
  • “Premium Supportˮ means Arioxʼs paid Support Services that includes all the benefits of Standard Support plus access to additional Ariox resources and ticket response priority. 
  • “Servicesˮ means Arioxʼs Lumino platform, provided to the Community in accordance with the Agreement and the applicable Order Form(s). 
  • “Severity Levelsˮ means the following classification of issues impacting Community instance(s). Severity Levels are assigned by Ariox based on the inputs in the Community service request. 
  • • “Severity Level 1ˮ / “Level 1ˮ / “Urgentˮ means a problem impacting a significant group of Communities or a mission critical component that is not operational- essential services does not operate. A clear understanding of this issue is needed for the appropriate technical personnel to become involved as soon as possible. Examples may include Full Integration failure, Portal Inaccessible, multi-user issue, or failure. 
    • “Severity Level 2ˮ / “Level 2ˮ / “Highˮ means Support requests that require urgent attention once critical issues are resolved. These issues cause a work stoppage for the community- not a slowdown. This priority may also be used when dealing with a complete crash or outage of non-essential services. Examples may include: portal connection problems (single user), single integration or feature not processing. 
    • “Severity Level 3ˮ / “Level  3ˮ / “Normalˮ means a non-critical issue that does not result or prevent normal operation of the platform or services.  Level 3 requests are often associated with intermittent problems that are a nuisance more than a work-halting issue. Examples may include specific reports are not running properly, UI field/function intermittent issues. 
    • “Severity Level 4ˮ / “Level  4ˮ / “Lowˮ means 
    • • issues with minor impact that do not affect functionality 
      • general inquiries that are not connected to platform issues 
      • cosmetic issues or feature requests 
      • long-term project or service engagement request(s).  Level 4 issues are resolved based on scope, timeline, and other competing requests. Examples may include Research/request for making a process more efficient or an enhancement/feature request. 
• “Standard Supportˮ means Arioxʼs basic troubleshooting Support Services, included with Ariox subscriptions. 
• “Trial Servicesˮ are when the Community is accessing the Services on a free-trial basis. 
• “Order Formˮ means the ordering document executed by the parties specifying the purchased platform components or services for the Community or the Trial Services being tested by the Community. 

Support Services. Support Services include: 

• Incident Support: Identifying and troubleshooting issues or abnormal behavior 
• Assistance with issues during platform provisioning and updates 
• Troubleshooting configuration and integrations 
• Assistance with Lumino product questions 

Engaging with Ariox Support.  The Community can engage with and/or request Lumino Support Services as follows: 

• Access to Lumino’s knowledgebase through Lumino or www.ariox.com  
• Chat or send a request through our chatbot at www.ariox.com  
• Email a question or send a question to support@ariox.com  

Support Hours and Response Goals 

• Support Hours 
• • 24X7 support access 
  • 24x5 Email Support 
  • 11x5 Chat Support 7:00 am to 6:00 pm CDT /  12:00 PM to 11:00PM GMT Business Days Only 
• Initial Response Goals;  Ariox’s support team will assign a severity level to each ticket and issue and will use commercially reasonable efforts to provide initial responses in accordance with the table below: 

Community Obligations.  To enable Ariox to provide the Support Services, you agree to: (i) provide Ariox with reasonable detail of the nature of and circumstances surrounding the issue(s), (ii) provide Ariox with reasonable access to your Ariox instance as necessary for troubleshooting and (iii) provide Ariox with reasonable cooperation in the diagnosis and resolution of any issues. Ariox may share information related to a particular support case with our subprocessors as necessary to troubleshoot and resolve your support case. 

Support Limitations 

• Ariox support is available in English, Spanish, and Portuguese.  Please designate language preference in the support submission if something other than English is preferred. 
• Ariox has no obligation to provide any Support Services to the Community or its users:  (i) if Community or a third party is in breach of any of the use restrictions set forth in the Agreement; (ii) if Community has not used the services in accordance with Agreement, documentation or instructions provided by Ariox (iii) for any Trial Services; or (iv) for  any Beta Offering. 
• Ariox services are deployed in third-party public cloud environment like Microsoft Azure and integrate with various third-party tools in the context of the   Lumino platform but does not supply support  for any software, hardware or other element of Community’s environment not provided by Ariox. 
• Ariox has no obligation to provide, and Support Services do not include, any professional services.  For professional services contact sales@ariox.com