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Synqly Customer Support

1. DEFINITIONS

Any defined terms not otherwise defined herein shall have the meanings set forth in the Agreement. The following definitions shall apply to this Exhibit:

“Business Hours” means Business Days from 9:00 AM to 5:00 PM Pacific.

“Workaround” means an alternative method involving the use of different system procedures, web browsers and/or manual processes that would accomplish the same result.

2. CONTACTS

2.1    Synqly Contact Information. During Business Hours, Customer may contact Synqly Support by email: support@synqly.com or through Customer’s Synqly Slack Channel.

3. RESPONSE AND RESOLUTION

Response and Resolution Commitments. Synqly will use commercially reasonable efforts to respond and resolve errors and defects in the Subscription Services in accordance with the following response and resolution requirements in the following table. Synqly will determine the severity level assigned to each error or defect in its reasonable discretion based on the definitions below.

Severity Level Definition Response and Resolution
Critical Issue affects critical functionality or critical data of End Customers and it does not have a Workaround. Silver Support: Support will commence within two hours upon receipt of appropriate defect details. Work will continue until resolved. Synqly shall communicate status updates to Customer at least daily and every two hours during Business Hours until the issue has been resolved through a Workaround or fix.

Gold Support: Support will commence within two hours upon receipt of appropriate defect details. Work will continue until resolved. Synqly shall communicate status updates to Customer every two hours until the issue has been resolved through a Workaround or fix.
High Issue affects major functionality or major data of End Customers and has no reasonable Workaround. Silver Support: Support will commence within four hours upon receipt of appropriate defect details. Work will continue during Business Hours. Synqly will provide an update to Customer every two business days until the issue has been resolved through a Workaround or fix.

Gold Support: Support will commence within four hours upon receipt of appropriate defect details. Work will continue until a resolution or Workaround is implemented. Synqly shall communicate status updates to Customer every two business days until the issue has been resolved through a Workaround or fix.
Medium Issue affects minor functionality or non-critical data and may have a Workaround. Support will commence within two Business Days upon receipt of appropriate defect details. Support will be evaluated for inclusion in an upcoming release. Synqly shall communicate status updates to Customer every five business days until the issue has been resolved through a Workaround or fix.
Low Issue does not affect functionality or data nor impact productivity or efficiency. It is an inconvenience. Support will be evaluated for inclusion in an upcoming release.

4. RESPONSE AND RESOLUTION

3.1   Customer Availability. Customer will make available qualified engineering resources at all times that Synqly is working on an incident  Customer will furnish all available information and data related to a support incident to Synqly and will work with Synqly as requested to troubleshoot issues and test resolutions and Work Arounds.  All data and information pertaining to an incident is Confidential and subject to the terms of Section 7 of the Agreement.

3.2  Customer Availability. Customer will make available qualified engineering resources at all times that Synqly is working on an incident  Customer will furnish all available information and data related to a support incident to Synqly and will work with Synqly as requested to troubleshoot issues and test resolutions and Work Arounds.  All data and information pertaining to an incident is Confidential and subject to the terms of Section 7 of the Agreement.

5. EXCLUSIONS

Vendor will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service, including, without limitation, in a manner not consistent with the Documentation, Acceptable Use Policies or specifications; (b) use in conjunction with systems, products or components not reasonably anticipated to be used with the Service or part thereof; (c) modifications to the Service that were neither made by or authorized by Vendor; (b) Third-Party Platforms or other third-party systems; or (c) Trials and Betas or other free or evaluation use.