Digital.ai Support and Maintenance

This terms of this Support and Maintenance Policy (the “Policy”) supplement the Digital.ai Master Subscription Agreement (the “MSA”). In the event of any conflict between this Policy and the MSA, this Policy controls with respect to support, maintenance, and service level obligations. Capitalized terms not defined herein have the meanings given in the MSA.

Part A - Customer Support

1.  Scope of Customer Support

Customer Support is provided to help resolve issues that cause a nonconformity in the generally available, production-released Software as compared to the applicable Documentation. A resolution may consist of a software fix, configuration guidance, a workaround, or other reasonable relief.

Customer Support does not include the following, each of which is available as a separate Professional Services engagement:

  • Implementation, upgrade and initial deployment
  • Environment configuration or performance tuning
  • Third-party system integration or custom connector development
  • Custom software or scripting development
  • End-user or administrator training
  • Ongoing administrative assistance or managed operations

Self-service resources, including the AI chat bot, Digital.ai Knowledge Base, community forum, product documentation, release notes, and other training resources, are available to Customer at no additional charge and are not counted against response-time SLAs.

2.  Support Tiers

Customer Support is provided at the tier specified in the applicable Order. The Essentials tier applies by default. Digital.ai reserves the right to update tier features with thirty (30) days’ prior written notice, provided that the substantive level of support for any active Subscription term is not materially degraded during such term.

Support requests may be submitted only through the channels designated for the applicable tier. Only Authorized Support Contacts may open or manage support requests on Customer’s behalf.

Feature

Essentials

Pro

Premium

Support Channels

Portal, AI Chat Bot

Portal, AI Chat Bot

Portal, AI Chat Bot

P1 Coverage

Mon-Fri

24/7

24/7

P2-P4 Coverage

Mon-Fri

24/5

24/5

Initial Response — P1 (Urgent)

24 Hours

1 Hour

30 Minutes

Initial Response — P2 (High)

24 Hours

2 Business Hours

1 Business Hour

Initial Response — P3 (Normal)

24 Hours

1 Business Day

4 Business Hours

Initial Response — P4 (Low)

24 Hours

2 Business Days

1 Business Day

Authorized Support Contacts

3

5

7

Knowledge Base / Documentation

Full Access

Full Access

Full Access

Named Technical Account Manager

Not Included

Available (fee)

Available (fee)

Escalation Management

Not Included

As required

As required

3.  Issue Priority

All support requests are assigned a priority at intake, subject to revision as facts develop. Digital.ai will use commercially reasonable efforts to meet the response targets above and to resolve issues in a timeframe proportional to priority and complexity.

Priority

Definition

Examples

P1 (Urgent)

Production environment completely unavailable; or a confirmed security incident is impacting Customer Data or operations with no viable workaround.

Full platform outage; active breach affecting Customer Data on a hosted service

P2 (High)

Critical production function significantly impaired with no workaround available, causing material business impact.

Core DevOps pipeline consistently failing; release automation stalled during active deployment

P3 (Normal)

Partial impairment of non-critical functionality, performance degradation, or a workaround is available for a critical function.

Single non-critical dashboard unavailable; report generation slow but operational

P4 (Low)

Minimal operational impact: cosmetic issues, documentation requests, how-to questions, or feature suggestions.

Incorrect UI label; best-practice guidance request; feature enhancement inquiry

For P1 issues, Digital.ai will engage continuously until the issue is resolved or a viable workaround is in place, subject to Customer’s timely cooperation. Digital.ai will provide timely status updates during active P1 engagements, provided that a specific frequency for the provision of status updates may be mutually agreed between Digital.ai and Customer.

4.  Escalation Procedures

If Customer believes a support issue is not receiving adequate attention, Customer may escalate at any time by requesting escalation via the Support Portal. Escalation instructions are provided via the applicable Documentation.

5.  Version Support and Release Management

On-Demand (SaaS) Products

For Digital.ai SaaS products, Digital.ai manages the hosted environment and will deploy updates, including new major versions, on a schedule determined by Digital.ai. 

On-Premise Products

For on-premise Digital.ai products, Digital.ai will provide full support for the current generally available (GA) major version and the number of immediately prior major version(s) as defined in the applicable Documentation and/or lifecycle policies available on https://support.digital.ai   (together, the "Supported Versions"). Support for a prior major version will continue for the timeframes as set forth in the applicable Documentation and/or lifecycle policies available on https://support.digital.ai . Digital.ai will provide at least ninety (90) days' advance notice via the applicable Documentation and/or lifecycle policies available on https://support.digital.ai  before ending support for any Supported Version. After end-of-support, Digital.ai may, at its discretion, provide commercially reasonable assistance on an as-available basis without SLA commitment.

6.  Customer Responsibilities

To enable Digital.ai to provide effective support, Customer agrees to:

  • Designate the applicable number of Authorized Support Contacts as permitted for the applicable Support tier (per the table above); identify such Authorized Support Contacts and ensure each contact has completed standard Support Portal onboarding, which includes setting up an account in the Digital.ai Identity Platform. Authorized Support Contacts may include employees or contractors of Customer.
  • Ensure that only Authorized Support Contacts open, update, or close support requests on Customer’s behalf.
  • Maintain the Software within the Supported Versions defined in Section 5.
  • Respond to Digital.ai’s reasonable requests for information, log files, reproduction steps, and environment details. Failure to respond within five (5) business days may result in automatic downgrade or closure of the request. 
  • Maintain appropriate access credentials and network connectivity to permit remote diagnostic sessions when reasonably requested by Digital.ai.
  • For Testing Dedicated Devices, provide updated device provisioning profiles at least (5) business days prior to expiration or upon request. Failure to provide updated device provisioning profiles will result in the devices becoming unavailable upon expiration.

7.  Exclusions

Digital.ai has no obligation to support issues arising from:

  • Unauthorized modifications to the Software or Documentation.
  • Use of a version outside the Supported Versions defined in Section 5.
  • Third-party software, infrastructure, cloud services, or network components not supplied by Digital.ai.
  • Customer’s failure to implement Digital.ai-issued security patches within a reasonable period after notification.
  • Force majeure events or infrastructure failures outside Digital.ai’s reasonable control.
  • Misuse, misconfiguration, or use inconsistent with the Documentation.
  • Features designated “Beta,” “Preview,” “Early Access,” or “Experimental” at the time of use, which are provided as-is without warranty or SLA coverage.
  • Generative AI or machine-learning features, to the extent outputs are inherently probabilistic and subject to variation independent of a verifiable Software defect.

Part B — Availability Service Levels for Digital.ai On-Demand (SaaS) Products

1.  Definitions

“Available” means the On-Demand (SaaS) based Software product (“SaaS Product”) is accessible to Users. 

“Monthly Uptime Percentage” means (total minutes in a calendar month minus Unavailable Minutes) divided by total minutes, expressed as a percentage.

“Unavailable” means the SaaS Product is not Available, excluding Excused Downtime.

“Excused Downtime” means: (a) Scheduled Maintenance or Infrastructure Modifications communicated in accordance with Section 2; (b) Emergency Maintenance performed to protect security, integrity, or availability of the platform; (c) Customer-caused or Customer-environment failures; and (d) Force Majeure Events.

“Force Majeure Event” means an event that arises out of causes beyond a Party’s reasonable control, including, without limitation, war, civil commotion, act of God, strike or other stoppage (whether partial or total) of labor (not a party’s labor force), any law, decree, regulation or order of any government or governmental body (including any court or tribunal), delays or outages caused by an internet service provider or independent hosting facility (not a party’s subcontractor), widespread infrastructure or third-party cloud provider outages, large-scale cyberattacks that cannot be prevented by industry-standard security measures, and epidemics or pandemics declared by a recognized public health authority.

“Scheduled Maintenance” means planned, pre-announced maintenance windows during which maintenance for the SaaS Product(s) is conducted not exceeding sixty (60) minutes in any calendar month; provided that for Digital.ai Continuous Testing products such maintenance windows for Mobile Devices shall not exceed 300 minutes in any calendar month. Scheduled Maintenance includes ”Infrastructure Modifications”, which means any repairs, improvements, or changes to the cloud infrastructure used by Digital.ai to operate and deliver the SaaS Products.

“Availability SLA” means a Monthly Uptime Percentage of 99.5%, calculated excluding Excused Downtime.

2.  Availability and Maintenance

Digital.ai will use commercially reasonable efforts to maintain Availability at or above the Availability SLA each calendar month. 

Digital.ai will notify Customer of any Scheduled Maintenance at least seventy-two (72) hours in advance. Emergency Maintenance may occur without prior notice when necessary to protect platform security, data integrity, or availability; Digital.ai will notify Customers as soon as practicable. Digital.ai will coordinate all Scheduled Maintenance in accordance with the Eastern Time Zone. 

If Digital.ai makes Infrastructure Modifications that  it reasonably anticipates will materially impact Customer’s use of production instances of the SaaS Product, Digital.ai will provide at least 72 hours notice to Customer, unless a shorter timeline is required for security, regulatory, or emergency-availability reasons, in which case Digital.ai will provide notice as soon as reasonably practicable.

3.  Security Incident Notification

If Digital.ai determines that a confirmed security incident has materially compromised the confidentiality, integrity, or availability of Customer Data within the SaaS environment, Digital.ai will:

  • Notify the Customer’s designated business and/or security or privacy contact within (seventy-two (72) hours of confirmation.
  • Provide an initial incident summary describing the nature of the incident, data or systems affected, and immediate containment steps taken.
  • Deliver a written post-incident report within fifteen (15) business days of resolution, covering root cause, impact, remediation, and preventive measures.

This Section does not expand or limit either party’s obligations under applicable data protection laws or a Data Processing Addendum (if any).

4.  Service Credits

If Digital.ai fails to meet the Availability SLA in any calendar month, Customer may request a service credit (“Credit”) as set forth below. Credits are Customer’s sole and exclusive remedy for Availability failures.

MONTHLY UPTIME PERCENTAGE

Service Credit (% of Affected Monthly Fee)

99.0% - < 99.5%

5%

97.0% - < 99.0%

10%

< 97.0%

15%

Credit Conditions:

  • Credits must be requested in writing within thirty (30) days after the end of the calendar month in which the failure occurred.
  • Credits are applied to future subscription invoices and have no cash value and are non-transferable.
  • Credits will not be issued if Customer’s account is in arrears at the time of the request.
  • Total Credits in any rolling twelve (12) month period shall not exceed one (1) month’s Subscription fee for the affected SaaS Product.

6.  Continuous Testing — Device and Infrastructure Timelines

For SaaS Products that include Continuous Testing capabilities, the following timelines govern device and infrastructure management:

ACTIVITY

TARGET TIMELINE

New Device Onboarding

10 Business Days

Device Replacement (like-for-like)

10 Business Days

Fixing a mobile device bloated battery

Up to 7 Business Days

Device error recovery

4 Business Hours

System hardware changes

5 Business Days

5.  API and Integration Support

Digital.ai’s documented public APIs are supported under the same priority and response-time framework defined in Part A. Digital.ai will use commercially reasonable efforts to maintain backward compatibility for at least six (6) months following publication of a deprecation notice for any documented API.

Undocumented, internal, or private APIs are not covered by this Policy and may be changed or removed without notice..

Part C — General Provisions

1.  Order of Precedence

This Policy supplements and is incorporated into the MSA. In the event of a conflict, this Policy controls solely with respect to support, maintenance, availability, and service-level matters.

2.  Professional Services

Activities outside the scope of Customer Support (Part A, Section 1) may be provided by Digital.ai Professional Services under a separately executed Statement of Work.

3.  Agreement Updates

Digital.ai may update this Policy from time to time. For customers on active Subscription terms, material changes will be communicated with at least thirty (30) days’ prior written notice. Continued use of Support services after the effective date of an update constitutes acceptance of the updated terms. Non-material changes (e.g., clarifications, formatting corrections, typographical fixes) may be made without notice.

4.  Data Portability

Upon Customer’s written request submitted no later than thirty (30) days following expiration or termination of the applicable Order, Digital.ai will make Customer Data available for export in a standard machine-readable format. This obligation survives for thirty (30) days post-termination, after which Digital.ai may delete Customer Data in accordance with the MSA.

Last Updated: July 1, 2026