Support & Maintenance Policy

This Support & Maintenance Policy (“Policy”) describes the support services, maintenance practices, and service management approach provided by Syncura in connection with its software-as-a-service platform and related services (the “Service”). This Policy is non-contractual and is incorporated by reference into the SaaS Subscription Agreement (V2) and applicable Order Forms. In the event of any conflict, the Agreement and Order Form control.

1. Support scope

Syncura provides technical support for the Service as described in this Policy. Support includes: assistance with Service availability and access issues; investigation of suspected defects or service interruptions; guidance on Service configuration and usage; and support related to APIs and integrations provided by Syncura.

Support does not include: custom development or professional services; support for Customer Systems or third-party software not provided by Syncura; or issues caused by Customer misuse, misconfiguration, or violation of the Agreement.

2. Support channels

Customers may submit support requests through the channels designated by Syncura, which may include email-based support, web-based ticketing systems, and other channels communicated during onboarding. Customers are responsible for providing sufficient information to allow Syncura to diagnose and address issues.

3. Support hours

Unless otherwise specified in an Order Form, support is provided during standard business hours, Monday through Friday, excluding public holidays, in the primary operating region. Critical incidents may receive response outside standard hours on a commercially reasonable basis.

4. Incident severity levels

Support requests are categorized based on severity. Severity 1 (Critical): Service is unavailable or a critical function is unusable for the majority of users. Severity 2 (High): Significant degradation of Service functionality with no reasonable workaround. Severity 3 (Medium): Limited impact issues or non-critical functionality problems. Severity 4 (Low): General questions, usage guidance, or minor issues.

5. Response targets

Syncura will use commercially reasonable efforts to respond to support requests in accordance with the following target response times: Severity 1 — within 4 business hours; Severity 2 — within 1 business day; Severity 3 — within 2 business days; Severity 4 — within 3 business days. Response times are targets only and do not constitute guaranteed service levels unless expressly set forth in a Service Level Agreement (SLA).

6. Maintenance and updates

Syncura performs routine maintenance and may deploy updates, enhancements, and bug fixes to the Service. Maintenance may include scheduled downtime. Syncura will use commercially reasonable efforts to provide advance notice of planned maintenance where practicable. Emergency maintenance may be performed without advance notice where required to address security or stability issues.

7. Customer responsibilities

Customers are responsible for: maintaining current contact information for support communications; ensuring Authorized Users are trained and follow documentation; promptly reporting issues and cooperating in troubleshooting; and validating Outputs and Service behavior in their workflows.

8. Exclusions and limitations

Syncura is not responsible for service issues caused by Customer Systems, networks, or environments; third-party services or integrations outside Syncura’s control; or force majeure events or circumstances beyond Syncura’s reasonable control.

9. Changes to this policy

Syncura may update this Policy from time to time to reflect changes in the Service, support practices, or operational requirements. Material changes will be communicated in accordance with the Agreement.

10. Questions

Questions regarding this Policy may be directed to Syncura through the support channels provided during onboarding or as specified in the Agreement.