Support Services Policy

Pythonic Corporation
Effective Date: May 1, 2026

Pythonic will provide Support Services for the applicable Service ordered by Client during the Order Term under Pythonic’s Support Services policy in effect at the time. This document constitutes Pythonic’s Support Services policy on the Effective Date of the Agreement. Pythonic will (i) provide Client with reasonable prior notice of changes to this policy via email, (ii) not modify this policy except at the beginning of a new annual term during the Order Term, and (iii) not materially diminish the services included within Support Services from this policy.

1.0 Support Services

Support Services consist of providing (a) On-Line Support and Telephone Support to designated Client technical support contact(s) (the “Solution Owners”) concerning use of the Service and Issue resolution, and (b) provisioning of any Updates at no additional cost to Client. Unless otherwise stated in the applicable Order, Client may designate up to four Solution Owners to request Support Services. Solution Owners should be the only persons from Client who interact with Pythonic for Support Services and must be trained in the use of the Service. Support Services are not intended to provide or replace in-depth training in the installation and use of the Service. Support Services do not include Professional Services, custom development, training beyond ordinary support, client-side configuration or administration of Client’s systems, correction of issues caused by Client systems or third-party systems outside Pythonic’s control, or work required because Client or its users use the Service outside the Documentation or applicable Order, unless otherwise agreed in an Order or SOW. Pythonic provides Support Services for On-Line Support and Telephone Support Monday through Friday during the following hours: 8:30 am to 6:00 pm US Central Time, excluding U.S. federal holidays. In addition, for Severity Level 1 Issues only, Pythonic provides Support Services 24 hours per day, 7 days per week, 365 days a year.

2.0 Certain Definitions

2.1    “Business Day” means Monday through Friday, excluding U.S. federal holidays. 
2.2    “Issue” means a reproducible failure of the Service to conform to the applicable Documentation. 
2.3    “On-Line Support” means Support Services provided by Pythonic electronically in response to inquiries submitted by Solution Owners by emailing support@pythonic.ai or through any other support portal or support channel designated by Pythonic. 
2.4    “Support Request” means a request for Support Services (e.g., a question regarding use of the Service or a request for Issue resolution) sent to Pythonic by Client. Client may submit a Support Request by telephone or on-line.  
2.5    “Telephone Support” means Support Services telephone assistance provided by Pythonic to the Solution Owners concerning the use of the Service by calling the Support Services number published on the Pythonic website.
2.6    “Update(s)” means revisions to the Service that correct defects, errors or bugs or incorporate certain enhancements to the functionality that Pythonic in its discretion makes generally available to its Clients that subscribe to the applicable Service.  

3.0 Support Services Requests

Client shall promptly report Issues to Pythonic by submitting a Support Request that includes sufficient information to allow Pythonic to determine the nature of the Issue. The Support Request shall also include the Severity Level of the Issue (as described below), as judged by Client acting in good faith. If a Support Request does not include a Severity Level, Pythonic will assign an initial Severity Level based on the information provided. Client may submit a Support Request by telephone or on-line. Pythonic will confirm the existence of the Issue and the initial Severity Level of the Issue and respond to the Issue according to the response periods set forth below. Pythonic will use commercially reasonable efforts to resolve Issues in accordance with the targets described below but cannot guarantee resolution within the target times. Pythonic will apply any reasonable method available to resolve Client’s Issue. The response times and resolution target times in this policy are support targets and do not create service credits, refunds, or termination rights except to the extent expressly stated in the Agreement or applicable Order.

4.0 Support Request Content and Data Handling

Client should include sufficient information for Pythonic to investigate the Support Request, including the affected Service, Production System, relevant timestamps, error messages, affected users or transactions, steps to reproduce, business impact, and any available logs or screenshots. Client should not submit passwords, credentials, unnecessary personal information, or full customer documents through ordinary support channels. If Customer Data is reasonably necessary to investigate a Support Request, Pythonic will handle such information in accordance with the Agreement, Pythonic’s information security policies, and applicable data retention and disposal requirements.

5.0 Severity Level Standards

Response times for Severity Level 1 Issues are measured on a 24x7x365 basis. Response times for Severity Level 2, 3, and 4 Issues are measured during Pythonic’s standard support hours unless otherwise stated in the applicable Order.

Definitions

Severity Levels:

• Severity 1 – The Service is inaccessible or unusable, resulting in a critical impact on the operation. No workaround is available. Severity 1 Issues are limited to production critical events.
• Severity 2 – The Service is accessible, but its operation is severely restricted. No workaround is available to remedy restrictions.
• Severity 3 – The Service will operate with limitations that are not critical to the overall operation. For example, a workaround forces a user and/or a systems operator to use a time-consuming procedure to operate the system; or removes a non-essential feature.
• Severity 4 – Client can use the Service and all functionality with only slight inconvenience.

Support Modes:

• Continuous – Pythonic support staff works on the Issue on a 24x7 basis.
• Non-continuous – Pythonic support staff works on the Issue during normal hours of operation.
• Dedicated – Pythonic’s support staff assigned works exclusively on the Issue.
  
• Non-dedicated – Available Pythonic support staff manages the Issue non-exclusively, simultaneously with other support operation requirements.
• Restored – The Service is back up and running, although the underlying problem is not yet resolved.
• Resolved – The Issue has been conclusively fixed.

6. Updates and Emergency Changes

Pythonic may deploy Updates, patches, hotfixes, or emergency security updates as necessary to maintain the security, availability, integrity, or performance of the Service. Customer-impacting changes will be communicated in accordance with Pythonic’s change management practices, except where emergency circumstances require accelerated implementation.

7. Security and Privacy Incidents

If a Support Request involves an actual or suspected security incident, privacy incident, unauthorized access, data exposure, or other event that may affect the confidentiality, integrity, or availability of the Service or Client Data, Pythonic may treat the matter as a security incident under Pythonic’s Incident Management Policy. Security and privacy incidents may also be reported to security@pythonic.ai. Nothing in this Support Services Policy limits Pythonic’s obligations under the Agreement with respect to Security Incidents or other required notices.

8. Vulnerability Notification

If Pythonic identifies a high-risk vulnerability that materially affects the Service or Client’s use of the Service, Pythonic will notify designated Client contacts in accordance with Pythonic’s security and software development policies and will provide a remediation plan or timeline as appropriate.