Support

Notice. Prepared from the implemented product. Not legal advice. Review by qualified legal counsel is recommended before publication.

1. Contact

For all support, licensing and commercial enquiries, please contact: partners@oxxonadvisors.com.

This is the single channel for every question about the software, a licence, a quotation, an invoice, or a renewal. Correspondence by email gives both parties a written record of what was asked and what was answered.

2. Scope

Support covers the software OXXON supplies: installation and deployment, licensing and activation, defect reports, and questions about how to read the output a product produces.

3. What support does not cover

Support is support for the software. It is not consultancy, and the boundary is structural rather than commercial:

• Financial modelling advice, model construction, or guidance on modelling assumptions. OXXON does not build financial models and does not advise on their construction. Doing so would create the conflict of interest that OXXON's business model exists to avoid.
• Financial, accounting, tax, legal or investment advice of any kind.
• Remediation of a customer's models. OXXON identifies structural findings; correcting them is the customer's work.
• An opinion on a customer's commercial position, or on whether a transaction should proceed.
• Bespoke rule development, custom report templates, or engine modification.
• Integration, scripting or automation work.
• Training. OXXON offers Advisory & Training as a separate, separately contracted service. It is never blended into support.

4. Diagnostic information

Where investigating a problem requires it, OXXON may ask for a diagnostic export.

The desktop software produces this on request. Before writing it, the software lists exactly what will be included: the application log, recent run logs, the most recent Technical Manifest, the version record and a host summary.

Every file is redacted on the way into the archive: sheet names, formulas, cell values and filenames are removed. The copy inside the customer's own Audit Package is untouched and retains its full text.

The software transmits nothing. The export is written to a location the customer chooses, and the customer sends it to OXXON only if and when it decides to.

OXXON does not require a customer's workbook in order to help. Where a customer chooses to send one, it is treated as that customer's confidential information under OXL-05 Section 13, used only to investigate the reported problem, and deleted on completion of the investigation.

5. Reporting a defect

A useful defect report states: the product and version, what was done, what was expected, what happened instead, and whether it is reproducible. A redacted diagnostic export should be attached where one is available.

Where a defect is confirmed, OXXON will say so, will say whether a workaround exists, and will state whether a correction is planned. Where a defect will not be corrected, OXXON will say that too rather than leaving the report open.

6. Engine changes and reproducibility

An update that changes the audit engine may cause the same workbook to produce different findings. The software discloses this before such an update is accepted, and an institution may pin a build for the duration of an engagement through machine policy.

Reports already produced are unaffected by any update. Where a customer needs a season of work produced by one build, contact us and we will help configure that pinning.

7. Limitations

Support is provided on a reasonable-efforts basis. OXL-17 Disclaimer & Limitation of Liability applies to it, and nothing in this document creates a warranty.

8. Enterprise arrangements

Enterprise customers may negotiate separate contractual terms in writing with OXXON. Absent such an executed agreement, this document is the whole of OXXON's support obligation.

9. Governing law

This document is governed by the terms of the applicable licence agreement. OXL-05 Commercial Licence Agreement Section 19 governs law and jurisdiction.

Related documents

• OXL-03 Desktop End User Licence Agreement
• OXL-04 Evaluation Licence Agreement
• OXL-05 Commercial Licence Agreement
• OXL-11 Security & Privacy Statement
• OXL-17 Disclaimer & Limitation of Liability