Effective Date: November 05, 2024

INEIGHT INTRODUCTORY ACCESS
STANDARD SERVICE AND SUPPORT TERMS

INEIGHT SERVICE LEVELS AND SUPPORT ADDENDUM- (V.05NOV2024)

The following Service Level and Support Terms apply to the provision of the InEight Service and the InEight Software, as
applicable. InEight reserves the right to amend these Terms with six (6) months’ notice to Customer.

  1. INEIGHT SUPPORT LEVELS. InEight strives for an uptime of 99% for the InEight Products. InEight is not responsible for any downtime
    that may occur during use of the InEight Products. The definitions provided for Scheduled Downtime and
    Emergency Downtime are for reference purposes only.
  2. Definitions.
    1. “Scheduled Downtime” means InEight’s standard downtime window that is scheduled from Friday 9pm –
      Saturday 9am based on the data center location. Customers will be notified up to 24 hours prior to
      scheduled downtime to confirm the scheduled downtime window.
    2. “Emergency Downtime” means those times where InEight becomes aware of a vulnerability which, based on a
      risk assessment requires immediate remediation and, as a result, the service is made temporarily
      unavailable to address the vulnerability.
  3. Customer Technical Contact. Customer shall provide technical liaisons to InEight to assist in solving technical problems. Customer may
    change liaisons upon written notice to InEight from time to time at reasonable intervals. InEight will not
    be obligated to provide support to any person other than the designated liaisons.
  4. Coverage. InEight shall provide support only for the two most current releases of the InEight Service. InEight shall
    use commercially reasonable efforts to provide support 24 hours a day, 7 days a week, 365 days a year in
    accordance with these Support Services. Support is provided from InEight’s global support centers in United
    States, Australia, and Sri Lanka.
  5. Errors. InEight will use commercially reasonable efforts to correct any reproducible and material programming error
    (“Error”) discovered in the InEight Products, applying a level of effort reasonably
    commensurate with the severity level of the Error. InEight is not responsible for correcting errors that
    result from problems residing outside of the InEight Products.
  6. Severity Levels. Upon receiving a request, InEight will classify the case according to the following criteria:
Urgency (The extent to which the issue resolution can be delayed) Impact (The effect that the issue has on the business)
Extensive/Widespread Significant/Large Moderate/Limited Minor/Localized
The majority of users of the service are, or have the potential to be, affected by the issue. 25%-50% of overall users, or the majority of users in a single central office are, or have the potential to
be affected by the issue. A potential workaround could be a possibility.		 25%-50% of overall users, or the majority of users in a single central office are, or have the potential to
be affected by the issue. A workaround is available.		 Minimal number of users of the service are, or have the potential to be, affected by the issue.
Critical An issue has caused a work stoppage or has the potential to cause a work stoppage of a vital business
function or service. This includes a degradation of service.		 Critical High Moderate Moderate
High An issue has not resulted in a work stoppage but has significantly impaired the users’ ability to perform
their normal business operation.		 High High Moderate Low
Moderate An issue has not resulted in a work stoppage but has impaired the user’s ability to perform their normal
business operation.		 Moderate Moderate Moderate Low
Low An issue has not impeded or disrupted the service and is more of an inconvenience, or any item which does
not fit the Medium, High, or Critical designation.		 Moderate Low Low Low
Severity Levels InEight’s Expected Response Customer’s Expected Response
Critical • Continuous effort on a 24×7 basis.1
• Initial first call response in 30 minutes or less.2
• Cases updates at the top of the hour5		 • Contact InEight immediately via phone. Allocation of appropriate resources to sustain continuous
effort on a 24×7 basis.1
• Provide accurate contact information about the case owner.
• Provide appropriate communication with your senior executives, as requested by InEight.
• Provide a detailed description of the issue along with steps to replicate6
High • Initial acknowledgement of issue in two hours or less3
• Commencement of action within four hours
• Effort during normal business hours4
• Case updates will be provided every business day5		 • Provide accurate contact information about the case owner
• Provide appropriate communication with your senior executives, as requested by InEight
• Provide a detailed description of the issue along with steps to replicate6
Moderate • Initial acknowledgement of issue in four hours or less3
• Commencement of action within one business day
• Effort during business hours only4
• Case updates will be provided at minimum every two-business days5		 • Provide accurate contact information about the case owner
• Provide a detailed description of the issue along with steps to replicate6
Low • Initial acknowledgement of issue in one business day3
• Commencement of action within two business days
• Effort during business hours only4
• Case updates will be provided at minimum every five business days5		 • Provide accurate contact information about the case owner
• Provide a detailed description of the issue along with steps to replicate6


1 – Customer will allocate appropriate resources to sustain continuous effort on a 24×7 basis. InEight may need
to downgrade the severity and/or the timeframe from 24×7 if Customer is not able to provide adequate
resources or responses to enable us to continue with problem resolution efforts over a 24×7 timeframe.

2 – Critical items must be submitted via telephone. Critical issues created via other
methods and are not followed up immediately by a telephone call to InEight Support, will not fall under this
response time commitment. 3 – Acknowledgement can be accomplished through any media (e.g., email, phone,
chat, web portal, etc.) 4 – Business hours are generally defined as Monday through Friday, 08:00 to 17:00
local time to the Customer, excluding holidays and weekends.

5 – Updates to cases which have a state of “Pending Deployment” will not be provided until the code or data
correction has been deployed. The support representative will follow up with a final update once the code or data
correction has been deployed asking the Customer to verify the correction or code fix. The state of the case will
change to reflect the action needed from the Customer. Updates to cases which have a state of “Customer Action
Required” may not be provided until after the Customer has replied. 6 – Steps to replicate will be needed to speed
up the resolution of the issue reported. If reproducible steps are not provided, InEight will make every attempt to
resolve the issue, however, it may result in the closure of the case due to not being able to identify the issue and
fix the problem.