Automation Solution Support Policy

Definitions

1.1 "Business Hour" means an hour falling between 8:00 a.m. and 5:00 p.m. U.S. Eastern Time on a Business Day. "Business Day" has the meaning given in the Agreement.

1.2 "Help Center" means Vectra View’s self-service documentation, guides, and resources available at https://vectraview.com/resources/help-center.

1.3 "Minor Enhancement" means a small adjustment to an existing Automation Solution that does not change its fundamental scope, architecture, or data flows, as reasonably determined by Vectra View. Minor Enhancements are performed by the Services Provider under the Services Terms and billed through the applicable Order Form.

1.4 "Premium Support" means the support tier included with each active Automation Solution Premium support package.

1.5 "Service Error" means a reproducible failure of a Vectra View-hosted Automation Solution to perform in material conformity with the Order Form or its Operational Specification (as defined in Schedule B).

1.6 "Standard Support" means the support tier included with each active Automation Solution Standard support package.

1.7 "Support Services" means the support described in this Policy at the tier applicable to Customer.

Support Tiers

2.1 Inclusions. The following table states what each tier includes. Unless an Order Form expressly states otherwise, an Order Form may increase an entitlement for a particular Automation Solution.

2.2 Tier Assignment. Customer’s tier follows the support package purchased for the applicable Automation Solution. Where Customer holds more than one active support package, the applicable tier is determined separately for each Automation Solution.

Scope of Support

3.1 All Services. Support Services include identifying and troubleshooting Service Errors, reasonable guidance on supported configuration, integrations, and use of the applicable Automation Solution, and access to the Help Center. Support for a third-party integration or dependency is limited to the Vectra View side of it and does not include troubleshooting or support of the underlying third-party product or service, except for routine dependency management under Section 3.2. Support Services do not include implementation, redesign, data cleanup, custom development, or other Professional Services, which are available separately.

3.2 Automation Solutions. For an Automation Solution with an active support package, Support Services also include bug fixes, maintenance, and routine vendor and third-party API change management. Monitoring, event-based alerting, and scheduled usage or error reports are provided as stated in Section 2.1 and, where an engagement requires more, as configured in the applicable Order Form. Automated monitoring and event-based alerting may operate continuously as configured for the applicable Automation Solution. Human monitoring, investigation, and response are provided only during Business Hours unless the Order Form expressly states otherwise.

3.3 Minor Enhancements. A support package does not include Minor Enhancements. Minor Enhancements are Professional Services performed by the Services Provider under the Services Terms and may be authorized through a Change Order (as defined in the Services Terms) rather than a new Order Form. Any change beyond a Minor Enhancement is addressed through a Change Order or new Order Form under the Services Terms, as appropriate. An Order Form may identify a Minor Enhancement allowance to be provided by the Services Provider under the Services Terms for a particular Automation Solution.

3.4 AI and Metered Usage. AI-model usage, API calls, and other metered third-party services are not included in a support package except as stated in Section 2.1 or the applicable Order Form. Customer will not be responsible for a usage charge above the fees, caps, or pricing stated in the applicable Order Form unless Customer has approved that additional charge in writing. Vectra View may revise pass-through unit rates and overage rates to reflect a change imposed by the applicable third-party provider, effective on reasonable notice to Customer, without constituting an amendment to the Order Form's stated Fees. Vectra View may not unilaterally increase a usage cap stated in the Order Form.

3.5 Audit-Window Priority. For Premium Support, Vectra View will give priority handling to a Customer-identified, time-limited active audit or assessment window, subject to reasonable advance notice and Vectra View's support capacity at the time. This Section does not create a separate service level; requests during that window remain subject to the response targets in Section 5.

Channels and Hours

4.1 Channels. Customer may use the Help Center at any time; submit requests by email to support@vectraview.com at any time; and, for Premium Support, use the dedicated shared support channel at any time.

4.2 Response Window. Requests may be submitted at any time. Response targets accrue only during Business Hours. A request received outside Business Hours is treated as received at the start of the next Business Hour. Unless expressly stated in an Order Form, no 24x7 response commitment applies.

4.3 Secure Channels. Customer will not submit passwords, API keys, access tokens, private keys, or Restricted Data through ordinary email or an unapproved shared chat channel. Vectra View will identify an approved secure method when credentials, logs containing sensitive data, or protected files are reasonably necessary to resolve a request.

Severity Levels and Response Targets

5.1 Severity Levels. Vectra View assigns a severity level to each request based on the information provided:

• "Severity 1": a hosted Automation Solution is down or unusable, or Customer cannot access its instance or data
• "Severity 2": material impairment; the Automation Solution functions but in a significantly reduced capacity with no reasonable workaround
• "Severity 3": a non-critical issue that does not prevent normal operation, or an issue with a reasonable workaround
• "Severity 4": minor or cosmetic issues, general questions, and feature requests.

Vectra View may reasonably reclassify severity based on actual impact and the availability of a workaround.

5.2 Initial Response Targets. Vectra View will use commercially reasonable efforts to provide an initial response within the targets below. "Initial response" means acknowledgement by support personnel and commencement of triage; it is not a resolution commitment. Targets are service goals, not warranties, and actual resolution depends on the issue, third-party dependencies, and Customer cooperation. Response targets apply only to requests submitted through a channel identified in Section 4.1. For Severity 1 and Severity 2 requests, Customer will provide a knowledgeable contact who is reasonably available during active troubleshooting and will promptly provide requested logs, access, and test results. A response target is paused while Vectra View awaits material information or access from Customer.

5.3 Status Updates. For an active Severity 1 or Severity 2 request, Vectra View will provide reasonable status updates during Business Hours when material progress, a workaround, or a change in expected next steps occurs. No fixed update interval applies.

Availability

6.1 Availability Target. Vectra View targets 99% monthly availability for each Vectra View-hosted Automation Solution, measured separately for each Automation Solution. Availability is calculated as: (total minutes in the month minus excluded minutes minus unavailable minutes) divided by (total minutes in the month minus excluded minutes), multiplied by 100, as measured by Vectra View’s production monitoring. "Unavailable" means, excluding the excluded minutes described below, that a hosted Automation Solution cannot accept or execute its agreed core function, due to a cause within Vectra View’s control. Degraded performance or an unavailable individual feature is not Unavailable unless it materially prevents core use. Excluded minutes are: (a) scheduled maintenance, of which Vectra View will endeavor to give reasonable advance notice; (b) emergency maintenance; (c) unavailability caused by a failure or degradation of third-party infrastructure and services, including hosting and application platforms, automation infrastructure, AI model providers, and third-party APIs, in each case outside Vectra View's reasonable control; (d) Customer’s or a Client’s systems, connectivity, data, or misuse; and (e) events beyond Vectra View’s reasonable control. This Section does not apply to an Automation Solution deployed in Customer’s environment. This target is a service goal and does not create a warranty, service credit entitlement, or other remedy.

Customer Obligations

7.1 Cooperation. To enable support, Customer will (a) provide reasonable detail regarding the issue and the circumstances surrounding it; (b) provide reasonable access to Customer’s instance and relevant configuration as necessary for troubleshooting; and (c) reasonably cooperate in diagnosis and resolution. Customer will designate contacts authorized to submit support requests and may update them on written notice. Vectra View may share information related to a support case with its subprocessors as necessary to resolve the case, subject to the Agreement.

Exclusions

8.1 Exclusions. Support does not include, and Vectra View has no obligation to provide support for: (a) use in breach of the Agreement or contrary to the Operational Specification; (b) modifications not made or approved by Vectra View; (c) Customer or third-party hardware, software, networks, or services, except for routine dependency management expressly included with an active support package; (d) an Automation Solution without an active support package, or after expiration or termination of that package; (e) an Automation Solution deployed in Customer’s environment, except as Schedule B provides; (f) trial, beta, or pre-release offerings, unless expressly stated otherwise in an Order Form; (g) Professional Services, automation build work, setup, or integration, which are provided by the Services Provider under the Services Terms; or (h) services not expressly included in the applicable support package. Support is provided in English.