Support Policy

Support Program: Singulr will use commercially reasonable efforts to provide email- andSlack-based assistance to customers with respect to Errors with the Service during regularbusiness hours (all U.S. Time-zones). Such assistance may include defect correction andworkarounds with respect to Errors. “Error” means an incident that investigation reveals iscaused by the Service’s failure to perform materially in accordance with the specifications setforth in the Service documentation. An incident will not be classified as an Error if (a) theService is not used for its intended purpose; or (b) the incident is caused by Customer’s or athird party’s software or equipment.

‍

Uptime SLA: Singulr will use commercially reasonable efforts to make the Singulr-hostedservice available to Customer for 99.9% of all Scheduled Availability, calculated on a monthlybasis (the “Uptime Commitment”). “Scheduled Availability” shall be defined as 24 hours aday, 7 days a week, excluding any Downtime resulting from or in connection with: (i) anyunauthorized use of the Service by the Customer, (ii) Customer’s service providers, vendors, orany third party connections, utilities, or equipment; (iii) maintenance and upgrades; (iv) anyconditions beyond Singulr’s reasonable control, including but not limited to internet outages oroutages in connection with the Customer’s network or internet access; or (v) any cloud platformservice provider Downtime or scheduled maintenance. “Downtime” shall mean a failure toaccess the Service.

‍

Submit a valid support request: To ensure fast and effective support, all service requests(“SRs”) must be submitted either via the Singulr AI support email (support@singulr.ai) orthrough the customer-specific support Slack channel. This centralization enables Singulr AI toprovide rapid response and resolution. During the course of SR analysis, the Customer agreesto cooperate with Singulr AI by providing reasonable assistance in reproducing and diagnosingthe reported issue.

‍

Note: If the customer fails to provide the mandatory or requested supporting information, SingulrAI may be unable to meet the standard response or resolution timeframes and shall not be heldresponsible for delays arising from such omissions.

‍

When Singulr receives a valid support request, it will assign a severity level to each requestaccording to the following criteria:

‍

Support Request Priority Support Table
Priority 1 – High Severity Errors
Priority Definition	Widespread production system outage. The platform is completely unusable or has a major negative impact on the total system operation or system functionality with regard to customers systems.
Response Time	Within 4 hours
Singulr AI Action	Resources applied 24x7 until resolved
Reporting	Singulr AI shall constantly, within reason, keep customers informed of the progress of the correction work as well as, at customer’s request, provide customer with written progress reports.
Priority 2 – Medium Severity Errors
Priority Definition	A major feature or function of the Platform fails which results in the operation of the Platform being restricted, or certain functionality is unavailable with no clear work-around.
Response Time	Within 8 hours
Singulr AI Action	Resources applied within Business Hours until resolved
Reporting	Singulr AI shall report progress as reasonably requested by customer.
Priority 3 – Low Severity Errors
Priority Definition	Minor impact to production workflow or usability of Platform or Documentation. Also includes questions on product use, feedback, suggestions, etc.
Response Time	Next business day
Singulr AI Action	Resources applied as necessary
Reporting	Singulr AI shall report progress as reasonably requested by customer.

‍

Response Time of Errors

1. Singulr AI will investigate the issue, and provide an initial response within a timeframe basedon the priority of the issue as outlined above.

2. Singulr AI shall report progress as reasonably requested by the Customer.

3. Singulr AI may offer to resolve enhancement or customization requests on a case-by-casebasis, working with you to reach an agreement outside of this agreement for providing suchan enhancement or customization.

In some cases, resolution may take longer if: (1) A significant product change is required. (2) Athird-party application or network or other condition outside Singulr AI’s control is responsible forthe underlying problem.

Singulr Support Policy