Support Policy

Effective Date: March 1, 2026

This Support Policy is incorporated into and forms part of the Inteveo EcoLink Master Terms and Conditions (the “Terms“). Capitalized terms not defined here have the meanings given in the Terms. This Policy describes the support Company provides for Services identified in an executed Service Agreement while Customer’s account is current.

1. SCOPE

1.1 What is included. Technical support for the configuration, operation, and troubleshooting of the Services, including fault diagnosis, defect reporting, account and user administration assistance, and coordination with Third-Party Providers on Customer’s behalf where the fault appears to originate with that provider.

1.2 What is not included. Unless separately purchased under Schedule D of the Terms (Professional Services), support does not include: end-user training or certification; implementation, migration, or onboarding services; custom development or scripting; support for Customer’s local network, internet access, electrical power, computers, or third-party software; support for equipment not supplied by Company; or work arising from Customer’s unauthorized changes or unsupported configurations. Company has no obligation to provide training, onboarding, or implementation except where expressly purchased (Section 10.5 of the Terms).

1.3 Third-Party Providers. Where a fault originates with a Third-Party Provider, Company will open and manage a ticket with that provider and act as Customer’s advocate. Resolution timing is controlled by that provider, and Company is not responsible for it (Section 10.2 of the Terms).

2. HOURS AND CHANNELS

Coverage

Severity 1 (Critical)

24 hours a day, 7 days a week, 365 days a year

Severity 2, 3, and 4

Monday–Friday, 7:00 a.m. – 7:00 p.m. U.S. Central Time, excluding Company holidays

Channels: support portal, email, and telephone as published at /legal. Severity 1 issues must be reported by telephone to start the response clock; a portal or email submission alone does not.

Company holidays are published annually and posted in the support portal. Severity 1 coverage is unaffected by holidays.

3. SEVERITY LEVELS

Company assigns severity based on business impact. Company may reclassify a ticket, acting reasonably, after consultation with Customer.

Severity

Definition

Examples

1 — Critical

Complete loss of a material function affecting all or substantially all of Customer’s users, with no workaround

Total inability to place or receive calls; platform inaccessible site-wide

2 — High

Significant degradation, or loss of a material function for a group of users or a location, with no reasonable workaround

One location cannot receive inbound calls; integration sync stopped

3 — Medium

Loss or degradation of a non-material function, or an issue affecting individual users, or an issue with an available workaround

A single user’s voicemail-to-email failing; intermittent transcription errors

4 — Low

Questions, configuration requests, cosmetic issues, documentation requests, and enhancement requests

How-to questions; adding a user; reporting requests

4. RESPONSE TARGETS

4.1 Targets. Company will use commercially reasonable efforts to meet the following initial response targets, measured from Company’s receipt of a properly submitted ticket:

Severity

Initial response target

Status update cadence

1 — Critical

30 minutes

Every 60 minutes until mitigated

2 — High

2 business hours

Every 4 business hours

3 — Medium

1 business day

Every 2 business days

4 — Low

2 business days

As material progress occurs

4.2 Response, not resolution. These are targets for initial response and communication only. They are not commitments to resolve an issue within any period, and they are not availability commitments. Resolution time depends on root cause, third-party dependencies, and Customer’s cooperation.

4.3 No credits. Failure to meet a response target does not give rise to a service credit under the SLA, does not constitute a breach of the Agreement, and does not entitle Customer to terminate or to withhold payment.

5. ESCALATION

Customer may request escalation at any time. Company will also escalate Severity 1 and Severity 2 issues on its own initiative as follows:

Elapsed time (Sev 1)

Escalation level

1 hour

Senior Support Engineer

2 hours

Support Manager

4 hours

Director of Operations

8 hours

Executive sponsor, and where applicable, Third-Party Provider escalation management

For Severity 2, the same sequence applies on a business-hours clock at 4, 8, 16, and 24 business hours.

Escalation contact details are published in the support portal and provided to Customer’s designated administrative contacts at onboarding.

6. CUSTOMER RESPONSIBILITIES

To enable effective support, Customer shall:

• designate administrative contacts authorized to open tickets, request changes, and receive CPNI, and keep those designations current (Section 7.7(d) of the Terms);
• report issues promptly, with the affected users, locations, numbers, times, error messages, and steps to reproduce;
• report Severity 1 issues by telephone;
• provide reasonable access to systems, sites, personnel, and information needed for diagnosis, and be reasonably available during troubleshooting;
• perform reasonable diagnostic steps Company requests, including local testing and equipment restarts;
• maintain its own network, internet connectivity, power, and equipment; and
• keep credentials secure and promptly deprovision departed users (Section 5.5 of the Terms).

Company may close a ticket, after two documented attempts to reach Customer over five (5) business days without response, and may decline to proceed where Customer does not provide required access or information.

7. CHANGES TO THIS POLICY

Company may update this Support Policy in accordance with Section 2.5 of the Terms, on thirty (30) days’ notice for material changes. Current and prior versions are available at /legal.

Inteveo EcoLink, LLC — Support Policy, Version 3.26

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