Instrumental Support Policy

INSTRUMENTAL SUPPORT POLICY

Capitalized terms used herein but not otherwise defined will have the meanings given to such terms in the Main Services Agreement.

1. STANDARD SUPPORT SERVICES. Generally Support includes the following:
• Setup and ongoing technical support for the Service (as described herein)
• User training during onboarding;
• Updates to the Service;
• Scheduled maintenance of the Service;
• Ability to submit a support request; and
• Access to online documentation and self-help resources.

Standard Support is included as part of Customer’s subscription to the Service. Customer may order additional Support or Professional Services for an additional fee as specified in an Order Form or otherwise agreed by the parties in writing.

2. UPDATES. “Update” means and includes the modifications or revisions made to the Service to: (i) improve upon or repair existing features and operations within the Service, including bug fixes, error corrections, enhancements, new versions, new features, upgrades and improvements thereto; or (ii) comply with applicable laws, regulations, industry standards, or market practices. During the Service Term Instrumental will make available any Updates that Instrumental makes available to all of its customers without charge. Instrumental will use reasonable efforts to ensure that Updates will not degrade the performance, functionality, security, latency, reliability or operation of the Services.

3. SCHEDULED MAINTENANCE. Scheduled maintenance windows for the Service will be announced to Customer at least forty-eight (48) hours in advance. Instrumental will make commercially reasonable efforts to coordinate scheduled remote or on-site maintenance of the Hardware; Customer will provide Instrumental with a 3-hour remote or on-site maintenance window within seventy-two (72) hours of Instrumental’s request. Notwithstanding the foregoing, in the event of an imminent risk to Instrumental’s systems, Customer Data, or the Hardware, Instrumental may make an emergency Update without prior notification to the Customer. Instrumental will use reasonable efforts to minimize the impact of any emergency Updates.

4. SUPPORT REQUESTS.
Making a Support Request. Customer may submit a request for Support by one of the Support Request Contact Methods in Table 1 below (a “Request”). When submitting a Request, Customer will designate a Severity Level according to the definitions set forth in Table 3. On receipt of a Request from a Customer, Instrumental reserves the right to reclassify, in good faith and at its sole discretion, the Severity Level using the definitions set forth in Table 3. Instrumental will make commercially reasonable efforts to adhere to the Target Initial Response Times set forth in Table 2 and to communicate updates regarding the Request. Customer acknowledges and understands that Instrumental may be unable to resolve all Requests.

Support Request Contact Methods [Table 1]

Support Standards [Table 2]

* Target Initial Response Times for Requests received outside of Standard Business Hours apply to the next business day
** 24/7 Support via Online ticketing system; otherwise Standard Business Hours apply

Severity Level Definitions [Table 3]

Standard Business Hours. “Standard Business Hours” refers to Instrumental U.S. business hours: 9:00 a.m. and 5:00 p.m. Monday to Friday U.S. Pacific Time, excluding holidays observed by Instrumental.

Exclusions. Support excludes Professional Services, including but not limited to: onsite support; initial integration development; updates to integrations; and Team Extension Services.

If an Issue results from (i) modifications to the Service made by any party other than Instrumental, (ii) the combination of the Service with other products, processes or materials not provided by Instrumental, (iii) specifications or customizations requested by Customer, (iv) changes made to an integrated system (including networking, API, and data format changes) without sufficient notice (v) Customer’s failure to use the Service in accordance with the Agreement or instructions provided by Instrumental, or (vi) damage to the Hardware (other than ordinary wear and tear), then Instrumental will have no obligation to provide Support with respect to such Issue, provided that if Instrumental agrees to provide Support with respect to such Issue Customer agrees to pay the reasonable travel expenses (if any), cost of equipment replacement, and Instrumental’s standard Professional Services rates and fees for the time spent by Instrumental working on the Issue.

5. SELF-HELP. Instrumental offers self-guided help and training resources in the form of online documentation. These self-help documents are available to Users of the Service.

6. PROFESSIONAL SERVICES. Professional Services are not included with Support, but are available under the terms in an Order Form or otherwise agreed by the parties in writing and may incur additional fees. “Team Extension Services” consist of performing actions in or outside of the app on behalf of Customer, including app usage and report generation. Other Professional Services include onsite support, modifications of or additions to existing stations, development and modification of hardware or software integrations, and other services or projects not included in Support.

7. CUSTOMER RESPONSIBILITIES. In order to receive timely Support, Customer will meet the expectations described below.

Setup Support. Instrumental will provide remote setup support as specified in this policy. Customer will provide a designated contact who will be available for immediate response between 9:00 a.m. and 5:00 p.m. local time during the setup period.

Onsite Support. On-site support services are available under the cost and terms in an Order Form or otherwise agreed by the parties in writing. When onsite setup support is specified, Customer will provide Instrumental engineers with access to the applicable production line and will be available for immediate response between 9:00 a.m. and 5:00 p.m. local time.

Support Request. For Support Requests regarding Hardware, integrations, or other in-factory services, Customer will assign an on-site engineer to assist in the Instrumental’s provision of maintenance and troubleshooting assistance.

Last updated: August 18, 2023