Effective July 2026
1. About this document
This document sets out the support Biqmind provides for the CAEPE platform: the channels available, who may use them, how issues are prioritised, and the response and resolution targets that apply.
It applies to organisations with an active CAEPE subscription, and to members of the public for the limited categories identified in section 4. Where a subscriber has a signed subscription agreement with Biqmind, that agreement governs to the extent it differs from this document.
Test Drive access is governed by the CAEPE Test Drive terms, which do not include service level commitments.
Biqmind may update this document. The current version is published at https://caepe.sh/support-and-service-levels/
2. Definitions
| Term | Definition |
|---|---|
| Business hours and business days | The operating hours set out in section 3. All response and resolution times in section 7 are measured in business hours and business days |
| Crisis | Any P1 or P2 Incident |
| Down | The CAEPE platform or CAEPE services used by the Subscriber are unable to deploy applications to the Subscriber’s Production Clusters |
| Incident | Any condition of the CAEPE platform or CAEPE services used by the Subscriber that is not documented in the applicable CAEPE specifications, which causes an interruption to or a material degradation in performance, and which can be reproduced by Biqmind. Incidents are assigned a priority from P1 to P4, P1 being the highest |
| Production Cluster | Any Kubernetes cluster that the Subscriber deploys applications to and which has live users, customers or their data |
| Public | Any person who is not a Subscriber or acting on a Subscriber’s behalf, including users of the CAEPE Test Drive |
| Subscriber | An organisation with an active CAEPE subscription |
3. Channels and operating hours
Support requests are raised by email or through the support portal. Biqmind does not provide support by phone, WhatsApp or public Slack.
| Channel | Subscribers | Public |
|---|---|---|
| Yes | Yes | |
| Support portal | Yes | No |
| Phone | Not Supported | Not Supported |
| Public Slack | Not Supported | Not Supported |
| Not Supported | Not Supported |
Operating hours. Levels 0 to 3, 09:00 to 17:00 SGT (UTC+08:00), Monday to Friday, excluding Singapore public holidays.
4. Ticket types
The following request types may be raised. Subscribers may raise all types. Members of the public may raise the types marked below.
| Ticket type | Subscribers | Public |
|---|---|---|
| Product enquiry (sales, how to buy, pricing) | Yes | Yes |
| How to and knowledge base | Yes | Yes |
| Data protection | Yes | Yes |
| Incident (service disruption) | Yes | No |
| Issue (bug or error) | Yes | No |
| Feature request | Yes | No |
| Feedback | Yes | No |
| Billing | Yes | No |
Requests from Public users are handled on a reasonable endeavours basis.
5. Support levels
Support is organised in four levels. Levels 0 to 2 may be provided by Biqmind, or by the Subscriber’s own support function where the Subscriber supports its own users. Level 3 is always provided by Biqmind.
| Level | Capability |
|---|---|
| Level 0 | Directs users to the knowledge base and FAQs, answers non-technical questions, and assists in raising support tickets |
| Level 1 | In-depth working knowledge of the product and its features |
| Level 2 | Level 1 capability, plus internal component level knowledge and diagnostic ability |
| Level 3 | Level 2 capability, plus the ability to fix and patch bugs and to resolve security and data protection issues |
6. Priority definitions
| Priority | Severity | Definition |
|---|---|---|
| P1 | Critical | A catastrophic error resulting in loss of service, including but not limited to: the CAEPE platform or services used by the Subscriber are Down or unavailable for an application to be deployed to production; a critical CAEPE service or function is unavailable or cannot be performed, causing immediate and very high impact on economics, operations or brand; an Incident that affects multiple Subscribers or business units with the potential for high impact, or that causes a regulatory or compliance breach; an Incident that, if not resolved within the response times, would have that effect; or a software error rendering the application or service unusable |
| P2 | Severe | A critical partial failure resulting in loss of capacity, features or functionality, of a magnitude similar to: an Incident with immediate and moderate impact on business operations and no workaround available; a service or system failure that critically restricts use of the platform; significant degradation in response time or functional performance; or a software error affecting standard features and functionality that critically restricts use |
| P3 | Major | A partial failure resulting in loss of capacity, features or functionality, including: an Incident with low impact on business operations, typically affecting a single or small number of Subscribers; or a software error affecting a minor feature or function of the platform |
| P4 | Cosmetic | No impact on functionality. The condition is cosmetic or an inconvenience |
7. Response and resolution targets
The targets below apply to Subscribers only. Requests from Public users are handled on a reasonable endeavours basis and no response or resolution targets apply to them.
| Priority | Notification target | Respond within | Resolve within |
|---|---|---|---|
| P1 Critical | Within 1 hour | 2 hours | 1 day |
| P2 Severe | Within 2 hour | 4 hours | 2days |
| P3 Major | Within 4 hour | 1 day | 10 days |
| P4 Cosmetic | Not applicable | 3 days | 60 days |
Resolution times are estimates that Biqmind pursues on commercially reasonable endeavours, not guarantees. All times are measured in the business hours and business days set out in section 3.
8. Monitoring and notification
• Biqmind monitors the CAEPE SaaS platform and CAEPE SaaS services 24 hours a day, 7 days a week, for the purpose of detecting Incidents.
• For an Incident classified as a Crisis that continues for more than 15 minutes, Biqmind notifies the Subscriber’s designated contact by email. Biqmind then provides updates by email every 90 minutes until the Incident is resolved, so far as doing so does not interfere with Biqmind’s efforts to resolve it.