Support & Maintenance Policy

This Support & Maintenance Policy ("Policy") describes the support levels Syncura offers, what each level includes, and Syncura's maintenance practices for its software-as-a-service platform and related services (the "Service").

This Policy is incorporated by reference into the SaaS Subscription Agreement (the "Agreement") and applicable Order Forms. In the event of any conflict, the Agreement and Order Form control.

1. Support Levels

Syncura provides support at the support level stated in the applicable Order Form. Three support levels are available: Bronze, Gold and Platinum.

Every Order Form for a subscription to the Service includes a support level, and Bronze is the minimum. Support is charged as an annual fee set out in the Order Form, and is invoiced with the subscription fees for the Services in that Order Form.

An Order Form for a pilot may provide that support during the pilot is included in the pilot fee. Where it does, support during the pilot is provided at the Bronze level unless the Order Form states otherwise.

2. Support Scope

At every support level, support includes:

assistance with Service availability and access issues,
investigation of suspected defects or service interruptions,
guidance on Service configuration and usage,
support related to APIs and integrations provided by Syncura, and
support for upgrades and migrations of the Service, as described in Section 3.

Support does not include:

custom development or professional services, which are scoped separately,
support for Customer Systems or third-party software not provided by Syncura,
issues caused by Customer misuse, misconfiguration, or violation of the Agreement.

3. What Each Level Includes

Bronze

Coverage hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. ET
Channels: Email and ticket intake
Designated contacts: Up to 2
Reliability review: Not included
Root cause analysis: Best effort for P0 issues
Upgrade and migration support: Live or recorded online sessions

Gold

Coverage hours: Monday to Friday, 8:00 a.m. to 8:00 p.m. ET
Channels: Email, ticket intake, and Microsoft Teams calls
Designated contacts: Up to 4
Reliability review: Monthly, 30 minutes
Root cause analysis: For P0 issues, on request
Upgrade and migration support: Live or recorded online sessions

Platinum

Coverage hours: Monday to Friday, 8:00 a.m. to 8:00 p.m. ET, plus 24x7 for P0 issues
Channels: Email, ticket intake, Microsoft Teams calls, and a private Microsoft Teams channel
Designated contacts: Up to 6
Reliability review: Monthly, 60 minutes
Root cause analysis: For every P0 issue, within 5 business days
Upgrade and migration support: Live online or in-person sessions

"ET" means Eastern Time. Coverage hours exclude Canadian statutory holidays. Designated contacts are the Customer personnel authorised to open and manage support requests; Customer may change them by notice to Syncura. Where in-person sessions are provided, reasonable travel expenses are charged to Customer in accordance with Syncura's travel policy.

4. Severity Levels

Syncura assigns each support request a severity level, taking Customer's assessment into account:

P0 (Critical): the Service is unavailable, or a critical function is unusable, for the majority of users, with no workaround.
P1 (High): significant degradation of Service functionality with no reasonable workaround.
P2 (Medium): limited-impact issues or non-critical functionality problems.
P3 (Low): general questions, usage guidance, or minor issues.

5. Initial Response Targets

Syncura will use commercially reasonable efforts to provide an initial response to support requests within the following targets, measured within the coverage hours of Customer's support level except where 24x7 is stated:

P0: Bronze 2 business hours; Gold 1 hour; Platinum 30 minutes (24x7)
P1: Bronze 8 business hours; Gold 4 business hours; Platinum 2 business hours
P2: Bronze 1 business day; Gold 8 business hours; Platinum 4 business hours
P3: Bronze 2 business days; Gold 1 business day; Platinum 1 business day

Targets apply from the time Syncura receives a support request that includes the information described in Section 6. Response targets are targets only and do not constitute guaranteed service levels unless expressly set forth in a Service Level Agreement.

6. Submitting Support Requests

Support requests are submitted by Customer's designated contacts through the channels for Customer's support level. Each request should include a description of the issue, its business impact, the affected environment, queue or document identifiers where relevant, steps to reproduce, and the time the issue was first observed.

7. 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.

8. Customer Responsibilities

Customers are responsible for:

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

9. 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,
force majeure events or circumstances beyond Syncura's reasonable control.

10. Changes to This Policy

Syncura may update this Policy from time to time to reflect changes in the Service, support practices, or operational requirements. Updates are made in accordance with Section 2 of the Agreement.

11. Questions

Questions regarding this Policy may be directed to Syncura through the support channels for Customer's support level, or as specified in the Agreement.

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