Support & Service Level Agreement

This service level agreement (the “SLA”) sets forth the relevant service levels about the Platform as provided by BLOX ("the Supplier") to the Customer under the Agreement.

1. Support Terms of Use

BLOX offers two types of Support: Standard & Premium. All standard packages include standard support service levels, including all the support services provided by Blox as outlined in this SLA and the Agreement. In contrast, premium support service levels (including enhanced uptime and support) are available for all premium packages, including standard support with extended coverage contact channels, service availability, and response time.

This SLA covers the Platform and Services.

All references in this SLA to “Platform” refer to one of the following Blox software products, whichever is currently licensed by the Customer: Blox Managed Services and Blox Platform. Where support terms are specific to one of these products, the applicable specific product name is listed.

All capitalized terms used in this SLA that are not otherwise defined herein shall have the meaning given to them in the Agreement.

2. Contacting THE SUPPLIER Support & Types of Support

All customers with a valid Platform subscription can contact the BLOX support team (the “Blox Support”) to submit or update support tickets.

Support tickets are classified into one of three types of tickets. Each type is handled differently:

- Request or requirements that the Customer requests as part or outside the scope of the Agreement. Requests are not part of the SLA.

- Incident where the Customers are experiencing an issue with the Blox Platform. Refer to the support severity levels & response times below to understand how the Supplier deals with Incident tickets.

- Question on the expected behavior of the Blox Platform or on a specific service the Customer wishes to know about. Questions are treated as Severity Level 4.

3. Contact Channels

Depending on the package you choose, you can contact Blox Support in the periods specified below:

Web & Email Support

- Standard package: 8 hours x 5 days per week, from Monday to Friday during the Supplier’s Normal Business Hours, excluding January 1st and December 25th.

- Premium package: 24 hours x 7 days per week, every day of the year.

Phone Support

Available only for the Premium package:

24 hours x 7 days per week, every day of the year for Severity Levels 1 and 2.

8 hours x 5 days per week, from Monday to Friday during the Supplier’s Normal Business Hours, excluding January 1st and December 25th for Severity Levels 3 and 4.

4. Technical Contacts

Only technical contacts named by the Customer via email, may submit support tickets and interact with Blox Support. A written authorization must be granted by the Customer when people, who are not registered as technical contacts, wish to start submitting support tickets on behalf of the Customer.

The Customer can add unlimited technical contacts to its account. The Customer can delegate the ability to add further contacts to any other technical contact. We strongly recommend setting up the technical contacts immediately after entering into the Agreement. This prevents delays in sensitive situations, allows for the correct distribution of responsibilities across your organization, and creates redundancy (in case people leave your company or switch roles internally).

Technical contacts are expected to be knowledgeable with the Platform and specifics related to software installations and support. Having knowledgeable technical contacts makes interactions with Blox Support faster and more efficient for both parties, accelerating ticket resolution.

5. Language

You can communicate with Blox Support in English.

6. Service Availability

This section applies only if the Customer has subscribed to the Blox Managed Services and an upgraded Paid Subscription.

The Supplier guarantees average availability of the hosted cloud services, which for this SLA shall mean the application hosting environment provided by the Supplier, on which Customer’s application(s) run(s) in production, across all Customer’s applications in accordance with the table below.

The following terms shall, unless otherwise stated or inconsistent with the context in which they appear, bear the following meanings, and other terms derived from the same origins as such words shall bear corresponding meanings:

- “Uptime” is defined as the total minutes in the month during which the production application runtime environments or stages are available.

- “Downtime” is defined as the total minutes in the month during which the production application runtime environments or stages are unavailable, except for Excluded Downtimes.

- “Excluded Downtimes" is defined as the total minutes in the month during which the production application runtime environments or stages are unavailable due to Maintenance Windows, force majeure, internet outages, and circumstances beyond the Supplier’s reasonable control.

The Monthly Uptime percentage is calculated as 100% minus the percentage of Downtime minutes out of the total minutes during that calendar month. Downtime minutes are counted as the number of minutes the application runtime is not accessible to end users during the support access periods the Customer is entitled to. Where the Customer has more than one production runtime environment, Uptime is calculated as the average availability of all such runtimes.

	Standard Package	Premium Package
Monthly Service Uptime	99.5%	99.9%

Service Remedy: Upon Customer’s timely notice to the Supplier in accordance with the service credit claims process set forth below, if the availability of the Platform (measured separately for each product licensed by Customer when multiple products are licensed) for the month falls below the applicable monthly Uptime percentage commitment (Service Uptime exclusions apply), then the Supplier will credit to Customer for the next renewal a portion of the SLA fees (measured separately for each product licensed by Customer when multiple products are licensed), prorated for the month where such failure occurred, as follows (each a “Service Credit”).

Service Credit (% of Monthly Service Fees)	Standard Package	Premium Package
10%	Monthly Uptime between 99.0% - 99.49%	Monthly Uptime between 99.5% - 99.94%
20%	Monthly Uptime less than 99.0%	Monthly Uptime less than 99.5%

Service Credit Claims: To be eligible to receive a Service Credit, the Customer must request such Service Credit from the Supplier no later than thirty (30) days following the end of any month in which Customer believes that the Uptime commitment was not met. Service Credits not requested within such thirty (30) day period will be automatically forfeited. Service Credits shall be the Customer's sole remedy for the Supplier's failure to meet the Uptime commitment. Service Credits shall not be redeemable in cash.

7. RPO and RTO

This section applies only if the Customer has subscribed to the Blox Managed Services and an upgraded Paid Subscription.

The Supplier processes mitigate the risks associated with the failure of a single availability zone and are based on five (5) key concepts:

- Recovery Point Objective (the “RPO”) is the maximum possible interval of time before a disaster to which the Customer may need to roll back their system. All data changes from the moment of the disaster backward until RPO time are assumed to be lost in the event of a disaster.

- Recovery Time Objective (the “RTO”) is the maximum possible interval of time between the moment of a disaster and the moment when the system is back up and fully functioning in the status defined by the Customer’s RPO. The system is assumed to be down from the moment of the disaster until RTO time after the disaster.

- Initial Response is when a ticket is opened and acknowledged by help desk staff.

Estimation Response is when the Authorized User who opened a ticket is informed of an estimated resolution time.

Disaster is a disruption to the service from which the system design is prepared to recover. Disruptions from which the system is not prepared to recover are considered force majeure, and the consequence of such disruption is not foreseen in the business recovery strategy. The Blox Platform system design is not prepared to recover from a failure of multiple availability zones and therefore such events are considered force majeure.

The RTO and RPO SLAs apply for the Blox Platform and Managed Services customers:

Severity Level	Initial Response	Estimation Response	RPO	RTO
Standard Package
Severity 1	1 business hour	4 business hours	Up to 72 hours	8 business hours
Severity 2	2 business hours	1 Business Day	Up to 72 hours	2 Business Days
Severity 3	2 business hours	2 Business Days	Up to 72 hours	Reasonable Effort
Severity 4	2 business hours	Reasonable Effort	Up to 72 hours	Supplier Discretion
Premium Package
Severity 1	30 minutes	1 hour	Up to 72 hours	< 4 hours
Severity 2	45 minutes	8 hours	Up to 72 hours	1 Business Day
Severity 3	45 minutes	1 Business Day	Up to 72 hours	1 Business Day
Severity 4	45 minutes	Reasonable Effort	Up to 72 hours	Supplier Discretion

(*) RTO and RPO commitments in this table apply to production runtimes. RTO is measured from the moment Blox Support becomes aware of the Disaster; RPO is measured from the moment in which the disaster occurs. For all other environments or stages, RTO and RPO commitments are 24 hours.

8. Service Uptime Exclusions

This section applies only if the Customer has subscribed to the Blox Managed Services and an upgraded Paid Subscription.

For customers with a valid and not discontinued license of the Blox platform, the Supplier shall use commercially reasonable efforts to ensure the applicable Uptime for Blox Platform and Managed Services, in any given month of the License, excluding the periods:

- in which either the Supplier or the Customer are performing Planned Maintenance;

- that result from termination as described in the Agreement;

- that result from suspension due to overdue payments;

- caused by factors outside of the Supplier’s reasonable control, including any force majeure event, internet access, or related issues;

- that result from any actions or inactions of the Customer or any third party on behalf of the Customer;

- that result from Customer’s equipment, software, or other technology and/or third-party equipment, software, or other technology, contracted by the Customer;

- caused by the Customer’s use of the Platform in a manner inconsistent with the Documentation or the Supplier’s guidance;

- caused by the Customer’s use of the Platform after the Supplier had advised the Customer to modify its use of the Platform;

- caused by the Customer’s use of the Platform in a manner that exceeds the entitled scalability of instances;

- attributable to acts by persons gaining unauthorized access to or use of the Platform due to Customer’s failure to maintain and control security and access to the Platform;

- attributable to the acts or omissions of the Customer or its employees, agents, contractors, or vendors, or anyone gaining access to the Platform and/or the support services by means of Customer’s credentials or equipment;

- that result from the deployment or execution of Applications which, due to excessively complex or erroneous programming of said Applications, will not consistently answer user requests successfully, with a predictable term, without errors of any sort, and without behaviors susceptible to consuming excessive resources from the underlying hardware or software, or causing contention in access to said resources.

9. Planned Maintenance

From time to time, the Supplier will perform maintenance. These maintenance tasks update the Blox Platform and infrastructure to ensure the Customer benefits from new capabilities and improvements. These updates will be classified as maintenance and will be planned to the extent possible in accordance with this SLA wherever possible. This maintenance process delivers security and service improvements to provide increased stability, reliability, and performance.

These changes can include:

- Infrastructure updates

- Service changes and software updates.

- Database version upgrades

- Vulnerability patches

- Key and certificate rotation.

Where planned maintenance events may disrupt the availability of runtime applications:

• The Supplier will use commercially reasonable efforts to notify Customers with at least two (2) business days in advance.

• The Supplier will notify all technical contacts associated with the Customer via email.

10. Maintenance Windows

“Maintenance Window” is defined as a period designated in advance, during which planned maintenance tasks are performed. All planned maintenance will occur in this Maintenance window. There will be times when maintenance occurs outside of these windows to maintain system availability, performance, and security of the Platform.

11. Security Vulnerability Maintenance

For planned maintenance relating to security vulnerabilities, the Supplier reserves the right to temporarily suspend the Customer applications that the Supplier determines are at significant risk of a security incident due to the Customer’s failure to install Platform updates provided by the Supplier that remedy a critical or high-security vulnerability, as determined by the Supplier in its reasonable discretion, until the Customer has installed the Platform updates required by the Supplier to remedy the applicable vulnerability. The period of such suspension will be considered a Service Uptime Exclusion.

Maintenance for security vulnerabilities may cause temporary downtime of applications.

12. Standard Backups

This section applies only if the Customer has subscribed to the Blox Managed Services and an upgraded Paid Subscription.

A backup of all Customer Data and Applications is made daily for test, acceptance, and production environments and is stored in secure, geographically dispersed locations (secondary data centers).

13. Support Severity Levels & Response Times

Blox Support works with severity levels based on the impact of a given issue on the business of the Customer. Severity levels of Support Tickets are chosen by the Customers upon opening the ticket and should reflect the business impact of the issue, according to the definition below.

Blox Support reserves the right to adjust the severity selected by customers as the support progresses.

The table below describes each of the severity levels available for incident tickets and the environment for which the ticket can be opened under that severity:

Priority Level	Description
Severity One	Has a critical impact on the ability of the Customer to conduct its business, including any loss of revenue or significant corruption of data, and includes any of the following: · Customer’s production server or other mission-critical system(s) are down, and no workaround is immediately available, and · all or a substantial portion of the Customer’s mission-critical data is at significant risk of loss or corruption; or · Customer has had a substantial loss of service; or Customer’s business operations have been severely disrupted.
Severity Two	means that major functionality is severely impaired such that: · operations can continue in a restricted fashion, although long-term productivity might be adversely affected. · a major milestone is at risk; or · ongoing and incremental installations are affected; or · only a temporary workaround is available.
Severity Three	means a partial, non-critical loss of functionality of the Platform such that: · the operation of some component(s) is impaired but allows the Authorized User to continue using the Platform; or · initial installation milestones are at minimal risk.
Severity Four	means general usage questions and cosmetic issues, including errors in the Documentation.

Target response times are stated in section 7. Resolution times cannot be guaranteed, although the Supplier undertakes every effort to resolve the issues as soon as possible.

14. Support Access Periods

Support access periods depend on the package acquired by the Customer and on the registered location of the customer:

• 8 business hours x 5 days per week: customers are entitled to support during Business Days and Normal Business Hours only.

• 24 hrs. x 7 days per week: customers are entitled to support at any moment of any day.

15. Solving Support Tickets

All support requests (incidents and questions) need to be reported by submitting a ticket to the Blox Support team. This enables all required information to be properly logged and tickets can be addressed in the fastest and most efficient manner.

After opening a support ticket, a support engineer will analyze the ticket and, if applicable, try to reproduce the incident, with the Customer’s help. If the engineer determines the root cause of the incident is the Platform, the Supplier will resolve the issue according to the assigned priority, as defined in this document. If the root cause of a reported incident is deemed to be an external failure (i.e. the root cause is not the Platform), the Supplier shall inform the Customer of such fact and the Supplier will have no obligation to resolve such issue.

The resolution provided by the Supplier may include one or more of the following:

- A fix of the Blox Platform.

- A mutually agreed workaround that mitigates the situation, even if further investigation may be needed to reach the root cause of the situation.

- Another remedy, such as a reconfiguration of the Platform.

Support tickets shall be considered resolved if any of the following occurs:

- the issue is fixed, or an appropriate workaround has been identified.

- the source of the issue lies with third-party software or hardware components. In this case, the Supplier will continue to help as deemed appropriate by the Supplier support management as the Customer works with the third party on resolution.

- the Customer does not respond to a query or request from the Supplier for more than seven (7) Business Days;

- the Customer chooses not to pursue troubleshooting of the issue;

- It is not possible to obtain the elements needed for troubleshooting using reasonable effort.

- For issues that reoccur the Customer may open a new support ticket that refers to the previous one.

As a rule, the Supplier provides support remotely only using internet-based conferencing tools.

Blox Support works on support tickets according to their severity as described previously.

16. Speeding Up Troubleshooting

To speed up the troubleshooting of incidents, the Customer should include the below information in your communications:

- End Customer Name: the owner of Blox Platform with the incident;

- The version of the Blox Platform;

- The incident being experienced, and steps to reproduce the incident.

- What is the severity level of the incident, and why.

The Customer should be in a position to explain the situation they are experiencing so that our support engineers can help them solve your incident quickly, including being available in case our support engineers need their assistance for further troubleshooting.

17. Support Level Availability

Each license of the Supplier comes with an included support level:

	Standard Package	Premium Package
Included Support Level	8x5 (Included) Support	Not Included
Support Level Upgrade Options	Premium 24x7 Support	Premium 24x7 Support

18. Escalating Support Tickets

The Supplier has implemented escalation guidelines that ensure we resolution of tickets maximizing value for customers. The Customer can escalate a ticket when they feel that either:

- The ticket has become more severe or should have a higher severity level; or

- We are not resolving the support case appropriately; or

- Response times are not being adhered to Initial Response and Estimate Responses.

- Before you request escalation, make sure that a support ticket has been opened. The information on the ticket must be clear.

19. Scope of BLOX Support

Blox Support covers development and production issues for Platform deployments, covering for you in situations such as:

- Troubleshooting issues with the Supplier development tools

- Troubleshooting well-defined situations where runtime primitives, built-in integration methods, supported forge components, or public API do not behave as documented;

- Issues with our Studio and Environments (e.g. staging, performance monitoring);

- Troubleshooting operational or systemic incidents with Blox Platform and Managed Services.

- Incidents detected by the Supplier monitoring systems for Blox Platform and Managed Services.

Blox Support does not include:

- Developing applications for you, or answering questions on your application architecture or on recommended development patterns and best practices;

- Debugging your applications;

- Analyzing and troubleshooting the performance of your applications or your infrastructure;

- Performing system administration tasks (including network tasks and troubleshooting networking issues) on self-managed installations;

- Performing system administration tasks on Cloud installations outside of the Managed Services;

- Answering questions about the roadmap and future features of the Blox Platform. Customers are free to suggest new features by emailing us.

Additionally, the Supplier shall have no obligation to support:

- Software installed on any interfaces that are not supported by the Supplier;

- Incidents caused by Customer’s negligence, abuse misapplication, or use of the Blox Platform other than as specified in the Documentation; in the applicable agreement(s) and order(s); or other causes beyond the control of the Supplier.