Platform 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 "Premium Support" means the support tier included with each active Premium Platform plan.

1.4 "Service Error" means a reproducible failure of the Platform to perform in material conformity with the Documentation or the Order Form.

1.5 "Standard Support" means the support tier included with each active Standard Platform subscription.

1.6 "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 but does not reduce an inclusion stated as included.

2.2 Tier Assignment. Customer’s tier follows the Platform plan purchased.

Scope of Support

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

3.2 Platform Updates. Support Services include making generally released updates available during the Subscription Term. Vectra View determines the content, timing, and sequencing of releases.

3.3 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": the Platform is down or unusable, or Customer cannot access its instance or data
• "Severity 2": material impairment; the Platform 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.

Availability

6.1 Availability Target. Vectra View targets 99% monthly availability for the Platform. 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 Customer is materially unable to access or use the core production Platform, 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, 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 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 Documentation; (b) modifications not made or approved by Vectra View; (c) Customer or third-party hardware, software, networks, or services; (d) trial, beta, or pre-release offerings, unless expressly stated otherwise in an Order Form; (e) Professional Services, which are provided by the Services Provider under the Services Terms; or (f) services not expressly included in the applicable support tier. Support is provided in English.