Consult for Incidents – Product-Specific Terms

These Product-Specific Terms (“Product Terms”) apply to your use of Consult for Incidents (“CFI”), a service provided by Arexico that enables you to trigger on-call alerts with Arexico Experts (“Experts”). These Product Terms form part of, and are subject to, the Arexico Terms of Service (“General Terms”). In the event of any conflict, these Product Terms prevail for matters relating to CFI.

1. Service Description

1.1 Consult for Incidents allows you to create “Incidents” that notify and request assistance from on-call Experts.

1.2 The service operates with three availability states, which determine how and when Incidents may be handled:

• Available: Experts are currently available for immediate engagement.
• Out-of-Hours: Experts are available outside normal working hours, subject to additional charges.
• Unavailable: Experts are not available until the next availability window.

1.3 The current availability state can be observed at incidents.consult.ax.

1.4 Incidents can only be created through:

• The official CFI web portal at incidents.consult.ax, or
• An official Arexico-approved integration.

2. Charging and Billing

2.2 In-Hours Charging: Incidents created during “Available” hours are charged as Normal Work Charges in accordance with your Arexico Consult Service Agreement.

2.3 Out-of-Hours Charging: Incidents created during “Out-of-Hours” periods are charged as follows:

• A flat Out-of-Hours Incident Fee, in addition to Normal Work Charges, all as defined in your Arexico Consult Service Agreement.

2.4 Unavailable State Charging: If an Incident is created while Experts are “Unavailable”:

• It will be scheduled for the next available time.
• Charges will apply according to the charging scheme (Normal Work Charges or Out-of-Hours Charges) in effect at the time the Incident is processed, as defined in your Arexico Consult Service Agreement.

2.5 All fees are subject to the invoice and payment terms set out in the General Terms and your Arexico Consult Service Agreement.

3. Response and Availability

3.1 While Arexico will use reasonable efforts to respond to Incidents promptly, creating an Incident does not guarantee a response.

3.2 Arexico shall not be liable for any loss, damage, cost, or expense arising from:

• Delayed responses,
• Non-responses, or
• Incomplete resolution of an Incident.

3.3 You acknowledge that CFI is not a substitute for mission-critical emergency services.

4. Customer Responsibilities

4.1 You must ensure that:

• Only authorised personnel create Incidents.
• Incident requests are made solely through supported channels.
• All information provided with an Incident is complete and accurate.

4.2 You are responsible for all charges arising from any Incident created under your account, regardless of whether it was made in error.