This Support Services Schedule (“Schedule”) forms part of the Software License and Subscription Agreement (“Agreement”) and sets out the terms under which the Licensor will provide Support Services in respect of the Software licensed to the Licensee. Capitalised terms used but not defined in this Schedule shall have the meanings given to them in the Agreement.
1.1. “Business Hours” means 9:00 a.m. to 5:00 p.m., Pacific Time, Monday to Friday, excluding public or bank holidays applicable in California, USA.
1.2. “Critical Infrastructure Change” means any change initiated by the Licensee that materially alters the deployment, connectivity, configuration, or integration of the Software in a manner that could reasonably affect its functionality or performance;
1.3. “Force Majeure Event” shall have the same meaning as prescribed under the Agreement;
1.4. “Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Unscheduled Downtime during that month, divided by the total number of minutes in that month, and multiplied by 100;
1.5. “Root Cause Analysis Report” means a formal document issued by the Licensor following an incident of Severity Level 1 or 2, which identifies the underlying cause of the issue, corrective actions taken, and preventive measures implemented;
1.6. “Scheduled Downtime” means planned maintenance windows during which the Software may be unavailable due to system maintenance, updates, or infrastructure improvements; and
1.7. “Unscheduled Downtime” means unplanned interruptions to the availability of the Software, excluding any periods of Scheduled Downtime or Excluded Events as defined below.
2.1. The Licensor shall provide Support Services to assist with: (a) identification and resolution of errors in the Software; (b) provision of Software Updates, including patches and bug fixes; and (c) responses to Licensee queries on Software functionality and configuration.
2.2. Support Services are available only for the current major version of the Software and the immediately preceding major version, provided that the Licensee has applied all relevant Software Updates, patches, and security fixes issued by the Licensor. The Licensor shall not be obligated to provide Support Services for any deprecated features, unsupported configurations, or custom implementations that deviate from the standard deployment or integration model described in the Documentation. Continued access to Support Services is further subject to the Licensee maintaining a valid and active subscription and fulfilling all its obligations under the Agreement.
3.1. Support Services shall be available during Business Hours and shall include the Support Services mentioned under Clause 2.1 of this Schedule or as may be agreed upon under an Order Form. The Licensee acknowledges that the Licensor shall not be obligated to respond to support requests made outside designated channels or to issues that are not reproducible or not attributable to the Software. The Licensor reserves the right to decline support for repetitive or bad-faith requests, issues previously addressed but not implemented by the Licensee, or queries that fall outside the permitted scope of use or integration of the Software.
3.2. The Licensee may request support via Hexnode XDR’s Support Portal.
3.3. Each request for Support Services will be logged and assigned a ticket number for tracking.
4.1. Resolution targets mentioned above are indicative and do not constitute a service level guarantee. The Licensor shall use commercially reasonable efforts to meet the applicable targets. However, resolution may depend on factors outside the Licensor’s control, including the complexity of the issue, availability of diagnostic information, and cooperation from the Licensee. Resolution timelines may be extended where the issue relates to Third Party Services or Third Party Integrations, unapproved customisations, or failure by the Licensee to implement interim workarounds or guidance provided by the Licensor.
4.2. The Licensee shall assign an initial severity level to each request for Support Services based on the definitions set out above. The Licensor reserves the right to reassess and reclassify the severity level based on the actual business impact, nature of the issue, and availability of workarounds. The Licensor shall determine the final classification in good faith and shall govern applicable response and resolution timelines. Disputes regarding severity classification shall not delay resolution efforts.
5.1. The Licensor may schedule any Scheduled Downtime that may affect Software availability, provided it gives at least 72 (Seventy Two) hours’ prior written notice.
5.2. Scheduled Downtime shall, to the extent reasonably practicable, occur outside Business Hours and shall not exceed 4 (Four) hours per calendar month unless otherwise notified by the Licensor in writing.
5.3. Scheduled Downtime will be communicated by the Licensor to the Licensee via the support portal or designated contact email.
6.1. In the event of Unscheduled Downtime, the Licensor shall notify the Licensee as soon as reasonably practicable and provide periodic updates on the nature, cause, estimated resolution time, and mitigation steps undertaken by the Licensor.
7.1. The Licensee shall: (a) promptly report errors with sufficient detail for diagnosis; (b) maintain logs and records as reasonably required; (c) cooperate with Licensor personnel during Support Service efforts; (d) designate trained personnel as support contacts; and (e) avoid implementing untested Third-Party Integrations without prior written validation from the Licensor.
8.1. The Licensor may update this Schedule from time to time by providing at least 30 (Thirty) days’ advance written notice. Continued use of the Support Services after such notice shall constitute acceptance of the updated Schedule.
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