Technical Support Policy

1. Purpose

This Technical Support Policy (this “Policy”) defines the terms, conditions, scope, and service levels under which L2H.ai, Inc. (“L2H”) provides technical support to its licensed customers. This Policy is incorporated by reference into L2H’s Master Software License and Services Agreement (the “MSA”) and each Order Form. Capitalized terms that this Policy does not define have the meanings given in the MSA.

2. Scope

This Policy applies to the Software that is licensed under a current, valid Order Form with active Support. Support is provided to commercial customers, federal, state, and local government agencies, prime contractors, and authorized subcontractors (“Customers”) that have a current Order Form with L2H, directly or through an Authorized Reseller, and maintain a current support entitlement.

2.1 Covered Products. Technical support is provided only for:

(a) the Software operating on the supported platforms and environments that the applicable Documentation and system requirements describe;

(b) the current generally available (“GA”) release and the immediately preceding major release (N and N-1); and

(c) the Software used in accordance with its published Documentation, its intended use, and the applicable license terms.

2.2 Excluded from Support. The following are not covered by standard technical support:

(a) Software that has reached End-of-Life (“EOL”) or End-of-Support (“EOS”) status;

(b) issues that arise from unauthorized modification, reverse engineering, or customization that L2H did not perform or approve;

(c) issues caused by third-party software, hardware, or integrations that L2H has not certified;

(d) issues with Customer-managed infrastructure, networking, or environment configuration that are unrelated to the Software;

(e) on-site support, unless separately contracted under a Statement of Work;

(f) training, consulting, data migration, or custom development services;

(g) issues that arise from use of the Software in a manner that is inconsistent with its Documentation or license terms; and

(h) the Software operating on unsupported or deprecated platforms, operating systems, or environments.

3. Support Entitlement and Authorization

3.1 Support Entitlement. Technical support is available only to Customers that have:

(a) a fully executed Order Form with L2H, or an Order Form that L2H issued for an order that the Customer placed through an Authorized Reseller;

(b) active Support for the License Term; and

(c) paid all undisputed fees for the Software when due (to L2H, or to the Authorized Reseller if the Customer purchases through one) and an account in good standing.

3.2 Authorized Contacts. Each Customer will designate a limited number of Authorized Support Contacts who may submit and manage support requests on its behalf. The number of Authorized Contacts is determined by the support tier stated in the Order Form:

Authorized Contacts must be identified in writing to L2H before they submit support requests; must have sufficient technical knowledge of the Software and the Customer’s operating environment to communicate issues and implement resolutions effectively; and must serve as the primary liaison between L2H Support and the Customer’s end-user community. A Customer may change its Authorized Contacts by written notice to support@l2h.ai, and the change takes effect within two (2) business days.

3.3 Contact Verification. L2H may verify the identity and authorization of any individual who submits a support request. L2H may decline or delay a request from an individual who is not an Authorized Contact until authorization is confirmed.

4. Support Channels

The L2H Support Portal is the primary and preferred method for submitting, tracking, and managing support requests. L2H logs and tracks all support interactions through the Support Portal for audit and accountability.

5. Support Hours

5.1 Standard Business Hours.

For an Enterprise Plus Customer, “business hours” and “business day” in the response, update, and resolution targets in this Policy refer to the extended business hours stated above.

5.2 U.S. Federal Holiday Schedule. L2H observes all U.S. Federal Holidays that the Office of Personnel Management recognizes. Support on Federal Holidays is available only to Enterprise Plus Customers, and only for Severity 1 issues.

5.3 After-Hours Severity 1 Requests. An Enterprise Customer may submit a Severity 1 request outside business hours through the Support Portal or by email to support@l2h.ai with the subject “SEVERITY 1.” L2H will review it using commercially reasonable efforts, and the response targets in Section 7.1 apply only during business hours. For Enterprise Plus Customers, Severity 1 support is available at all times as this Article states. This Section does not apply on U.S. Federal Holidays, which Section 5.2 governs. L2H will queue requests for Severity 2 through 4 issues submitted after hours and address them on the next business day.

6. Severity Levels and Definitions

L2H assigns each support request (a “Case”) a severity level when it is submitted. L2H may reclassify a severity level based on its technical assessment of the reported issue, in consultation with the Customer.

6.1 Severity Classification.

(a) Customer-Proposed Severity. The Authorized Contact may propose an initial severity level when it submits a Case.

(b) L2H Assessment. L2H Support will review the Case and confirm or adjust the severity level based on the technical details, the scope of impact, and the criteria above.

(c) Mutual Agreement. If the Parties disagree about the severity classification, they will discuss it in good faith. If they do not resolve it, either of them may escalate it under Article 10.

7. Response and Resolution Targets

7.1 Initial Response Time. The Initial Response Time is measured from the time L2H receives a properly submitted support request, during the applicable coverage hours, to the time an L2H support engineer acknowledges the Case and begins active engagement.

7.2 Status Update Frequency.

7.3 Resolution Targets. L2H will use commercially reasonable efforts to resolve issues within the following target timeframes. These targets are objectives and not guarantees, and actual resolution times may vary based on issue complexity, reproducibility, dependence on third parties, and Customer responsiveness.

7.4 Resolution Definitions. A Case may be resolved in any of the following ways:

(a) Fix: a code change, patch, hotfix, or configuration change that corrects the reported issue.

(b) Workaround: an alternative method or procedure that enables the Customer to achieve the desired outcome while L2H develops a permanent fix.

(c) By Design: confirmation that the Software is functioning as designed and documented.

(d) Customer Environment: a determination that the Customer’s environment, configuration, or third-party components outside L2H’s control cause the issue.

(e) Cannot Reproduce: L2H cannot reproduce the issue with reasonable effort despite good-faith collaboration with the Customer.

(f) Feature Request: L2H determines that the reported item is an enhancement or new feature request, and logs it for product management consideration.

8. Customer Responsibilities

Timely and effective resolution of support issues requires active partnership between L2H and the Customer. The Customer agrees to:

(a) designate Authorized Contacts as Section 3.2 describes, and ensure they are appropriately trained and available;

(b) provide complete information when it submits a support request, including a detailed description of the issue, steps to reproduce it, the Software version and build, environment details, sanitized logs, screenshots, and error messages, an impact assessment, and recent changes;

(c) maintain supported environments as the Documentation specifies;

(d) apply updates and patches in a timely manner;

(e) provide L2H with the information and cooperation it reasonably needs, subject to security requirements. Customer is not required to give L2H access to its systems, and L2H will not access them unless the Customer separately authorizes it in writing, as Section 4.1 of the MSA provides;

(f) respond promptly to L2H requests (a failure to respond within five (5) business days may result in L2H placing the Case on hold or closing it);

(g) perform basic troubleshooting before it contacts support; and

(h) maintain backups of all data and configurations.

9. Support Entitlement Term and Fees

9.1 Included Services. Active Support includes access to technical support, Software updates, patches, hotfixes, and new releases, the Support Portal, the knowledge base and Documentation, release notes, security advisories, and EOL notifications.

9.2 Term and Renewal. Support is co-terminous with the License Term. Support renews when the License Term renews under the MSA, and it ends when the License Term ends. Lapsed Support may incur reinstatement fees and back-maintenance charges.

9.3 Fees. The Order Form states the fees for Support. Enterprise tier Support is included in the fees for the Software unless the Order Form states otherwise. L2H may adjust fees for a Renewal Term as Section 9.1 of the MSA provides.

10. Escalation Procedures

10.1 Escalation Path.

10.2 How to Escalate. A Customer may escalate by submitting a request through the Support Portal, or by emailing support@l2h.ai with the subject “ESCALATION REQUEST – Case #[Number].”

10.3 Escalation Response. L2H will acknowledge an escalation within one (1) business day and provide an action plan within two (2) business days.

11. Security and Restricted Data

L2H handles support interactions in accordance with the MSA, the Order Form, any non-disclosure agreement between the Parties, and L2H’s internal security policies. L2H provides all Support remotely. The Customer will sanitize all materials it provides to L2H and will not submit classified information, Controlled Unclassified Information, protected health information, personal information, or other Restricted Data to L2H, including in a Case, log, screenshot, or diagnostic export, as Section 5.3 of the MSA provides. L2H personnel do not hold security clearances. For Government Customers, Article 8 of the Government Addendum also applies.

12. Product Lifecycle and End-of-Support

12.1 Product Lifecycle Phases.

12.2 Notifications. L2H will give at least twelve (12) months’ notice of EOS and six (6) months’ notice of EOL. L2H will send each notice to the Authorized Contacts and post it on the Support Portal.

13. Limitations

Support is subject to Articles 11 (Warranties; Disclaimers) and 13 (Limitation of Liability) of the MSA. L2H does not warrant uninterrupted operation of the Software or the resolution of every issue. The remedy for a failure to provide Support with reasonable skill and care is the remedy that Section 4.1 of the MSA states.

14. Policy Modifications; Governing Agreement

L2H may update this Policy as Section 14.10 of the MSA provides, and will post each update to the Support Portal. This Policy is subject to the MSA. If this Policy conflicts with the MSA, the MSA controls, and for a Government Customer, the Government Addendum controls as it provides.

15. Contact Information