Support Policy

This Support Policy (this “Policy”) is incorporated into the agreement between Sycamore and Customer referencing this Policy (the “Agreement”). Capitalized terms used but not defined in this Policy will be understood to have the meanings given to them in the Agreement.

1. Support Hours

Sycamore provides support during Sycamore’s normal business hours (9AM – 6PM Pacific Time) (“Business Hours”) each weekday, excluding Sycamore holidays (“Business Days”).

2. Support

During the Term and during Business Hours, Sycamore will use commercially reasonable efforts to assist Customer with the resolution of Issues as set forth herein (“Support”). Customer must comply with the obligations set forth herein to be eligible to receive Support.

3. Issue Submission

If Customer identifies a failure of the Products to conform to the applicable documentation therefor (each an “Issue”), Customer will notify Sycamore as soon as reasonably practicable by reporting the Issue by emailing Sycamore at support@sycamore.so. Customer will provide Sycamore with a reasonably detailed description of the Issue and any additional information requested by Sycamore to enable Sycamore to (a) troubleshoot, diagnose, and properly classify the Issue or, where applicable, (b) implement a temporary modification or change to the Products, or provide to Customer a procedure for use of the affected Products, that substantially circumvents or effectively mitigates the material adverse effects of an Issue (a “Workaround”).

4. Issue Response

Sycamore’s Support personnel will assign a priority level (“Priority Level”) to each Issue and use commercially reasonable efforts to provide a response to each support request in accordance with the table below.

Issue Priority Level	Issue Description	Target Response Time
Priority Level 1	All material features of the Products are nonfunctional and no Workaround is available.	2 Business Hours
Priority Level 2	Some material features of the Products are functional but performance is materially degraded.	1 Business Day
Priority Level 3	All material features of the Products are functional, but user experience is materially adversely affected.	5 Business Days
Priority Level 4	No material impact on the functionality of the Products. This includes non-critical requests related to the Products, such as a suggestion or request for enhancement or a how-to question.	10 Business Days

5. Exclusions

Sycamore will have no obligation to provide Support to the extent an Issue arises from: (a) use of the Products in a manner not consistent with the documentation or specifications; (b) use in conjunction with systems, products or components not reasonably anticipated to be used with the Products or part thereof; (c) modifications to the Products that were neither made by nor authorized by Sycamore; (d) Third-Party Platforms or other third-party systems; or (e) Trials and Betas or other free or evaluation use. For clarity, Sycamore will only provide Support for the Products, and this Policy does not apply to Output.

# Policy: Support Policy This Support Policy (this “Policy”) is incorporated into the agreement between Sycamore and Customer referencing this Policy (the “Agreement”). Capitalized terms used but not defined in this Policy will be understood to have the meanings given to them in the Agreement. ## 1. Support Hours Sycamore provides support during Sycamore’s normal business hours (9AM – 6PM Pacific Time) (“Business Hours”) each weekday, excluding Sycamore holidays (“Business Days”). ## 2. Support During the Term and during Business Hours, Sycamore will use commercially reasonable efforts to assist Customer with the resolution of Issues as set forth herein (“Support”). Customer must comply with the obligations set forth herein to be eligible to receive Support. ## 3. Issue Submission If Customer identifies a failure of the Products to conform to the applicable documentation therefor (each an “Issue”), Customer will notify Sycamore as soon as reasonably practicable by reporting the Issue by emailing Sycamore at support@sycamore.so. Customer will provide Sycamore with a reasonably detailed description of the Issue and any additional information requested by Sycamore to enable Sycamore to (a) troubleshoot, diagnose, and properly classify the Issue or, where applicable, (b) implement a temporary modification or change to the Products, or provide to Customer a procedure for use of the affected Products, that substantially circumvents or effectively mitigates the material adverse effects of an Issue (a “Workaround”). ## 4. Issue Response Sycamore’s Support personnel will assign a priority level (“Priority Level”) to each Issue and use commercially reasonable efforts to provide a response to each support request in accordance with the table below. | Issue Priority Level | Issue Description | Target Response Time | | -------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------- | | Priority Level 1 | All material features of the Products are nonfunctional and no Workaround is available. | 2 Business Hours | | Priority Level 2 | Some material features of the Products are functional but performance is materially degraded. | 1 Business Day | | Priority Level 3 | All material features of the Products are functional, but user experience is materially adversely affected. | 5 Business Days | | Priority Level 4 | No material impact on the functionality of the Products. This includes non-critical requests related to the Products, such as a suggestion or request for enhancement or a how-to question. | 10 Business Days | ## 5. Exclusions Sycamore will have no obligation to provide Support to the extent an Issue arises from: (a) use of the Products in a manner not consistent with the documentation or specifications; (b) use in conjunction with systems, products or components not reasonably anticipated to be used with the Products or part thereof; (c) modifications to the Products that were neither made by nor authorized by Sycamore; (d) Third-Party Platforms or other third-party systems; or (e) Trials and Betas or other free or evaluation use. For clarity, Sycamore will only provide Support for the Products, and this Policy does not apply to Output.