AI Squared Sparx

Support, for purchases through the Catalog, is available at a Standard level, pursuant to the scheduling and response targets outlined in the table in Exhibit 1 of the Terms of Service (link below). AI Squared Capability Support, which consists of prioritized access to qualified AI Squared Capability software engineers available to provide assistance in troubleshooting problems faced by Subscriber in using the Subscription Services, is provided on a limited basis as part of Basic, Standard, and Advanced Support. Additional AI Squared Capability Support is available at an additional cost. Standard Support is limited to the behavior of the AI Squared platform and is not available for reviewing or debugging Subscriber code or applications.

Service support requests are closed by mutual agreement of achieved resolution, or after no reply has been received from Subscriber for 5 business days.

Subscriber may upgrade to a higher level of support during the Term. AI Squared will not provide support for Unsupported Incidents. “Unsupported Incidents” are incidents in connection with any of the following:a) General Technical Assistance: questions about product usage, configuration or custom development support (such as your customizations of any interface to the Subscription Service or Subscriber’s integrations of the Subscription Service with Subscriber’s own or third-party software or data), or non-bug related technical problems related to the Subscription Services.b) Enhancement Request: a lack in current features of the Subscription Service requiring new programming, and/or requests for product enhancements.c) Other Incidents: Incidents resulting from or arising out of (i) modifications of the Subscription Service not performed or expressly authorized in writing by AI Squared; (ii) use of the Subscription Service other than as expressly authorized in the Agreement; (iii) use of a version of the Subscription Service that is no longer supported by AI Squared; (iv) a failure of or conflicts with the hardware, software or infrastructure on or with which the Subscription Service is used, due to Subscriber’s (or a third party’s) negligence, hardware malfunction or other causes beyond AI Squared’s reasonable control; (v) third-party products or services not expressly authorized by AI Squared in writing.