Incorta Support Policy & Service Level Agreement

This Support Policy and Service Level Agreement describes Incorta’s Support, Maintenance Services, and Service Levels which will be provided to customers of Incorta purchasing a subscription license to one of Incorta’s software solutions identified in a valid Order. Customer shall additionally receive Priority Support or Premium Support as designated in the applicable Order Form. All capitalized terms used herein shall have the meaning set forth in the Agreement, unless otherwise defined herein. During the relevant Subscription Term and subject to the terms of the Agreement entered into between the parties and any limitations stated herein, Incorta will provide the following Support, Maintenance Services, and Service Levels to Customer:

Support

• Standard Support offering

Customer shall appoint up to three (3) individuals (or such other number identified in the relevant Order), at least one of whom has administrator privileges, who are knowledgeable in the operation of the Software to serve as the designated Customer contacts with Incorta for support calls (“Designated Support Contacts”).  Incorta shall provide English speaking remote assistance to Customer Contacts for questions or issues arising from any Error, as further described in this Policy, including troubleshooting, diagnosis, and recommendations for potential workarounds for the duration of Customer’s subscription to the applicable Service. Incorta shall also provide the specific entitlements as further described in this Policy and the tables below. Details for additional Support Subscriptions are described on the Incorta Support Portal (“Incorta Support Subscriptions”) at https://support.incorta.com (or such successor URL as may be designated by Incorta) , which is incorporated herein by this reference.  

• Contacting Customer Support

Customer Contacts may contact Incorta Support by: (a) submitting a  support request to the Incorta webpage hosting the support portal located at https://support.incorta.com (or such successor URL as may be designated by Incorta) and designating the appropriate severity level according to (“Table 1 – Severity Levels For Confirmed Errors”) below, (b) submitting the  support request to support@incorta.com. All Customer Contacts must be reasonably trained in the use and functionality of the Service and the Incorta Documentation and shall use reasonable diligence to ensure a perceived Error is not an issue with Customer equipment, software, or internet connectivity. 

• Submission of Support Tickets

1. 1. 1. Each Support Ticket shall; (a) designate the Severity Level of the Error in accordance with the definitions in (“Table 1 – Severity Levels For Confirmed Errors”), (b) identify the Customer Account that experienced the error, (c) include  information sufficiently detailed to allow Incorta Support to attempt to duplicate the Error (including any relevant error messages), and (d) provide contact information for the Customer Contact most familiar with the issue. 
      2. A “Confirmed Error” is defined as any failure of the Software to meet Incorta’s specifications for the Software outlined in the relevant Documentation.  
      3. Unless Customer expressly designates the Severity Level, the Support Ticket will default to Severity Level 4.
      4. If Customer believes the issue to be related to Client Software (as defined in the Agreement), then the Support Ticket shall also include the applicable Client Software log files. 
      5. If Customer Contacts submit Support Tickets related to enhancement or feature requests, Incorta shall treat those tickets as closed once the request has been forwarded internally. 
      6. Failure of Customer to respond to Incorta’s requests for a period of five (5) business days may result in Incorta closing the Support Ticket. Customer may at any time add a new support case.

• Customer Responsibilities 

1. 1. 1. Customer will provide Incorta with reasonably requested information and assistance to help Incorta identify, duplicate and resolve the support issue, including where necessary, access to Customer’s personnel, equipment and testing environments as reasonably requested by Incorta. 
      2. Customer will maintain a current backup copy of all data processed or stored by the Software; Incorta shall not be responsible for any loss of data. Customer will implement procedures for the protection of data and the implementation of backup facilities in the event of errors or malfunction of the Software.
      3. Customer will take all steps necessary to carry out procedures for the rectification of errors or malfunctions within a reasonable time after such procedures have been received from Incorta.
      4. Customer will maintain a running instance of the Software in a non-production environment to enable and manage testing of Updates prior to release in a production environment and to enable troubleshooting in a non-production environment; Failure to do so shall excuse Incorta from meeting stated response times outlined in (“Table 2 – Support Response Times”). 

• Priority Support

1. 1. If Customer is receiving Priority Support, the following shall apply in addition to the support description in Section a (Standard Support Offering): 
      1. Follow-the-Sun Case Management. Incorta Support shall implement follow-the-sun case management for handling Severity Level 1 Support Tickets, to better facilitate uninterrupted support by utilizing Incorta Support across multiple time zones. 
         1. Customer shall nominate Customer Contact with the required access privileges to work with Incorta Support, throughout the effort to resolve Severity Level 1 Support Tickets; Failure to do so shall excuse Incorta from meeting stated response times outlined in (“Table 2 – Support Response Times”).    Incorta’s obligations to provide Priority Support are conditioned upon such Customer Contact being available to assist Incorta Support with their resolution efforts.  In such event as the Customer Contact is unavailable Incorta will not be obligated to conform to the Incorta Support Response Times outlined in Table 2 herein.  
      2. Case Escalation. If Customer reasonably believes Incorta Support is not performing in a professional manner or is failing to provide timely responses in accordance with this Policy, Customer may escalate the Support Ticket using the support escalation process described at the Incorta Support Portal (“Case  Escalation”). Any Support Ticket escalated by Customer will be directed to Incorta’s management team for consideration. 
   2. Additional details on Priority Support are available on the Incorta Support Portal (“Incorta Support Subscriptions”)

• Premium Support

1. 1. 1. If Customer is receiving Premium Support, the following shall apply in addition to the support description in Section a (Standard Support Offering) and Section e (Priority Support): 
         1. Follow-the-Sun Case Management. Incorta Support shall implement follow-the-sun case management for handling Severity Level 1 and Severity Level 2 Support Tickets, to better facilitate uninterrupted support by utilizing Incorta Support across multiple time zones. 
      2. Additional details on Priority Support are available on the Incorta Support Portal (“Incorta Support Subscriptions”)

• Other Support and Training

Incorta also offers various support and training resources such as documentation, community forums, FAQs and user guides available on the Incorta Support Portal and on Incorta Community. Additionally, Incorta offers for-fee consultation and training services via our Expert Services offerings. 

• Error Severity Levels and Response Times

1. 1. Incorta’s technical support offering includes the following response times which are dependent on the classification of the severity of the issues raised, and are further based on the Customer’s individually contracted Support Subscriptions. Upon receipt of a Support Ticket, Incorta, at its sole discretion, determines the Error and assigns the applicable Severity Level based on descriptions in (“Table 1 – Severity Levels For Confirmed Errors”). Incorta shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during In-Region Incorta Support Hours set forth in (“Table 3 – Incorta Support Hours”) below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). 
   2. If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Incorta may downgrade the Severity Level by one level. 
   3. If Incorta’s Severity Level designation is different from that assigned by Customer, Incorta will promptly notify Customer of such designation change. If Customer notifies Incorta of a reasonable basis for disagreeing with Incorta’s designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level.
   4.  Additionally, for Customer’s purchasing a subscription to the Incorta Cloud Solution, Section 2 – Service Level Agreement, below applies. 

Table 1 – Severity Levels For Confirmed Errors