Service Support Agreement

Effective Date: January 24, 2025

This Service Support Agreement (“SSA“) describes the provision of Support Services for adLLC Products to Customer as more fully specified in an applicable Order. This SSA is made pursuant to the adLLC Customer Agreement in effect between the parties. If a conflict arises between this SSA and the Customer Agreement, the Customer Agreement controls.

1. Definitions. Capitalized terms not defined below have the meaning given to them in the Customer Agreement.

“Authorized Personnel” means Customer’s personnel who are authorized to make Support Requests under this SSA.

“Business Hours” mean Monday through Friday, 7 a.m. to 7 p.m., Eastern Standard Time, excluding U.S. Federal Holidays.

“Customer Cause” means an Incident resulting from: (i) negligent or improper use, misapplication, misuse, or damage to adLLC Products by Customer; (ii) any use of adLLC Products that does not comply with systems requirements specified by adLLC; (iii) maintenance, updates, improvements, or other modifications of adLLC Products performed without adLLC’s authorization or approval; or (iv) any use by Customer of adLLC Products other than the most current release, if applicable.

“Fix Time” means the time to fix an Incident once a proper Support Request is received by adLLC and according to the Priority Level assigned by adLLC as specified in the Service Level Commitment table below. Fix Times are based on notification during Business Hours.

“Incident” means a report by Customer that one or more adLLC Products are not performing in substantial conformance to their documented specifications or are otherwise experiencing a problem.

“IT Support” means support related to technology systems that are unrelated to adLLC Products or otherwise outside of adLLC’s reasonable control, including, without limitation, computer hardware, software, Internet service provider connections, servers, networks, Third-Party Services, and configuration and solution issues not related to adLLC Products.

“Priority Level” means the impact of an Incident on the Customer’s operational environment, as further described in the Service Level Commitment table below.

“Response Time” means the time to respond to a Support Request once a proper Support Request is received by adLLC, as specified in the Incident Response Matrix below. Response Times are based on notification during Business Hours.

“Support Request” means a request made by Customer in response to an Incident under procedures outlined in this SSA.

2. adLLC Products Status and Uptime. The status of adLLC Products and their uptime performance can be monitored at http://status.agiledoyens.com. Upon request, adLLC will provide or otherwise make available reports measuring each individual adLLC Products’ status and uptime.

3. Backup of Customer Data. adLLC will backup Customer Data stored on or through adLLC Products daily. Backups are performed once a day between the hours of 3 a.m. and 6 a.m. EST.

4. Support Request Procedures. Customer and their Authorized Personnel may submit Support Requests via the customer portal at https://agiledoyens.atlassian.net/servicedesk/customer/portals. Support Requests must include: (i) the name of the person sending the request; (ii) the Customer’s name as indicated in the Order; (iii) a mobile telephone number; (iv) a brief description of the Incident; (v) suggested Priority Level; and (vi) a screenshot of the error, when possible. Phone support is only provided when requested at the discretion of adLLC. All Support Requests must be provided in English, and adLLC makes no commitment to respond to Support Requests made in any other language.

5. Incident Response. Upon submission of a Support Request, adLLC will use commercially reasonable efforts to respond to Incidents based on Priority Level according to the Service Level Commitments below. The Response Time and Fix Time are conditioned on adLLC receiving the Support Request during Business Hours. Priority Levels (P1-P5) are determined at the sole discretion of adLLC. Authorized Personnel and adLLC technical support can request Priority Levels be upgraded or downgraded if the Incident was misclassified originally or circumstances have changed. adLLC technical support will review each request on a case-by-case basis.

Service Level Commitments

6. Customer Cause and IT Support Issues. adLLC is not required to provide Support Services in connection with a Customer Cause or related to Internet performance and outages over which adLLC has no reasonable influence or control (including downtime caused by any downstream service or product provider). Customer is responsible for resolving all IT Support issues relating to Customer’s hardware, software, desktop setup, network availability and speed, ISP, and other technical issues. adLLC is not liable for the failure of adLLC Products to conform with their applicable specifications if such failure results from IT Support issues or for issues related to Customer’s use of adLLC Products with Third-Party Services.

7. Customer Obligations. Customer shall: (i) make Authorized Personnel available to the adLLC support team during the Incident response period specified above; (ii) be current on all Fees due to adLLC at the time the Incident is reported; (iii) provide adLLC with all assistance as reasonably necessary to resolve any Incident; and (iv) submit Support Requests according to the procedures outlined in this SSA. adLLC is not responsible for the Response Times or resolution procedures specified in this SSA if Customer does not fulfill its obligations.

8. Customer’s Authorized Personnel. Customer may designate four (4) individuals via an Order or separate documentation to adLLC who are authorized to make Support Requests and who have the requisite power and authority to report Priority 1 and 2 Incidents and to escalate or downgrade Priority Levels as necessary. Customer may change its Authorized Personnel upon written notice to adLLC.

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