DTEX will provide Support for the Software during DTEX's "Normal Business Days", defined as Monday through Friday, excluding company holidays (holiday schedule available upon request) from 8:00am to 6:00pm (defined as "Normal Business Hours"). Customers are allocated to a time zone based upon their headquarters location. For Americas-based Customers, Normal Business Hours commence at 8:00am Eastern time and conclude at 6:00pm Pacific time. Normal Business Hours are within the London time zone (GMT/BST) for EMEA-based Customers; and the Australian East Coast time zone (AEST/AEDT) for APAC-based customers. Support is provided in English. Support includes assistance in identifying and diagnosing problems with the Software (such as error messages, bug fixes, basic "how-to" functionality questions, installations, Software updates and upgrades). Customers may initiate a Support request by creating a new ticket at https://support.mydtex.net , or by sending an email to support@dtexsystems.com . Any other method of requesting support (e.g., direct calls or emails to a DTEX representative) may result in delays in addressing the support issue. All Technical Support Requests will, as necessary, be prioritized according to the severity of the request, as determined by DTEX in its discretion. Support Services do not include training, setup assistance, diagnosis of customer interface problems or integration or programming services for customized Software, consulting, equipment operation/problem support, or data correction. DTEX may provide support for the excluded services at DTEX's then-current rates at its option. Support hours, time zones, and policies are subject to change at the option of DTEX.