This Support and Incident Service Level Agreement (“Support SLA”) for the TrustEngine services (the “Services”) sets forth the support service levels for the applicable subscription tier of Services to which Customer (or “you”) has subscribed. This Support SLA for the Services shall not apply to any Services to which a separate service level agreement is explicitly set forth in an applicable Order Form or for which the applicability of this SLA is explicitly excluded in an applicable Order Form. Capitalized terms used but not defined herein shall have the respective meanings given to them in the Subscription Agreement.

Maintenance and Support Services

We will provide the maintenance and support services set forth herein as part of the Services. Such services are available to your employees, contractors, and authorized personnel.

• Our support help desk (“Support”) is available 9 am to 5 pm ET, Monday thru Friday), excluding company holidays.
• You must create a support ticket at https://support.trustengine.com/ and email our Help Desk at [email protected]
• Communication directly with an account manager, project manager, technical contact, or management contact is not covered by Issue Response and Resolution Times.
• By submitting a support request to TrustEngine, you are authorizing the TrustEngine technical support team to download or copy any data necessary for troubleshooting the reported issue. If you have any concerns about this authorization, please contact your TrustEngine CSM.

Definitions

As used in this Exhibit, the following terms have the following meanings:

• Impact means the extent of deviation from the normal service level, in terms of the number of users or business processes affected.
• Issue means an unscheduled or unanticipated incident that adversely affects the delivery of the Services by TrustEngine to you.
• Support Package means the level of support you are assigned for the Services, as may be provided in the Order Form. Please contact support for additional details about your support package.
• Resolution means that TrustEngine has resolved the Issue.
• Response means TrustEngine’s response to you regarding an issue, beginning as soon as TrustEngine receive notice of an issue, including telephone or email notification.
• Support Request means any request made to TrustEngine by you for the purpose of invoking TrustEngine assistance and engagement for any service and support-related activity.