Date: 07/01/2026

This Ontario Support and SLA Policy (this “SLA Policy”) describes Ontario’s support services and service level commitments for the applicable Software Subscription Services made available under the Ontario® Master Subscription and Services Agreement between Ontario Technologies, LLC and/or its applicable Affiliate and Customer (the “Agreement”).

This SLA Policy is an Ontario Policy incorporated into, and governed by, the Agreement. Capitalized terms used but not defined in this SLA Policy have the meanings given in the Agreement. In the event of a conflict between this SLA Policy and the Agreement, the Agreement will control, except to the extent this SLA Policy expressly governs a specific operational, support, or service level matter for the applicable Ontario Services, as contemplated by the Agreement.

1. Scope

Subject to the Agreement and the applicable Order, Ontario will provide support for the applicable Software Subscription Services during the applicable Subscription Term in accordance with this SLA Policy.

Unless otherwise expressly stated in an applicable Order, this SLA Policy applies only to generally available production instances of the Software Subscription Services and does not apply to:

1. Professional Services;
2. One-Time Services;
3. beta, trial, pilot, sandbox, proof-of-concept, or non-production offerings;
4. custom development, configuration, integration, reporting, advisory, or consulting work not included in standard support;
5. training; or
6. third-party software, services, hardware, connectivity, or systems not controlled by Ontario.

2. Support Channels and Hours

Ontario shall maintain appropriately qualified personnel to provide support for reported issues concerning the Software Subscription Services through the following support channels:

a. Support Channels

• Email Support: Customer may submit support requests to the support email address or portal designated by Ontario.
• Telephone Support: Ontario may provide telephone support through contact information designated by Ontario for support purposes.
• Portal or Web Submission: If made available by Ontario, Customer may also submit support requests through Ontario’s designated customer support portal or website.

b. Normal Business Hours

Unless otherwise expressly stated in an applicable Order, Normal Business Hours are:

• 8:00 a.m. to 5:00 p.m. Central Time
• Monday through Friday
• excluding U.S. public holidays

c. Initial Response Target

Ontario will use commercially reasonable efforts to respond to support requests submitted during Normal Business Hours within one (1) Business Day, except for issues classified under the severity levels below, which will be handled in accordance with Section 4.

3. Customer Support Responsibilities

To receive support under this SLA Policy, Customer shall:

• designate appropriate personnel to serve as support contacts;
• provide timely and accurate information sufficient for Ontario to understand, reproduce, diagnose, and address the reported issue;
• provide all Required Support reasonably requested by Ontario, including relevant error messages, screenshots, logs, configurations, and access where appropriate;
• use the Software Subscription Services in accordance with the Agreement, the applicable Documentation, and applicable Ontario Policies; and
• implement reasonable temporary workarounds where available.

Ontario’s support obligations are dependent on Customer’s cooperation. Consistent with the Agreement, Ontario may be relieved from or delayed in performing support obligations to the extent Customer fails to provide required cooperation, access, information, or other Required Support.

4. Severity Levels and Response Targets

Ontario uses four severity levels to classify support issues. Severity classification will be determined by Ontario acting reasonably based on the issue’s reported impact on Customer’s use of the Software Subscription Services.

Response targets are goals, not guarantees, unless expressly stated otherwise in an applicable Order. Resolution times are targets based on commercially reasonable efforts and may vary depending on the nature, complexity, reproducibility, and root cause of the issue.

a. Severity 1 – Critical Business Impact

A Severity 1 issue means the reported problem causes the Software Subscription Services to be unavailable or materially unusable for critical business operations, and no reasonable workaround is available.

Target Response Time: within four (4) business hours

Target Effort / Resolution Objective: Ontario will use commercially reasonable efforts and appropriate priority handling to diagnose the issue and provide a workaround, fix, or other mitigating action as soon as reasonably practicable. If Ontario provides an acceptable workaround, Ontario may reclassify the issue to a lower severity level as appropriate.

b. Severity 2 – Significant Business Impact

A Severity 2 issue means important features of the Software Subscription Services are not working properly, there is no acceptable workaround, and the issue has a significant negative effect on Customer’s productivity or service levels, but the Software Subscription Services are not completely unavailable.

Target Response Time: within six (6) business hours

Target Effort / Resolution Objective: Ontario will use commercially reasonable efforts to diagnose and address the issue and provide a workaround, fix, or other mitigating action as soon as reasonably practicable. If Ontario provides an acceptable workaround, Ontario may reclassify the issue to a lower severity level as appropriate.

c. Severity 3 – Limited Business Impact

 

A Severity 3 issue means important features are impaired, but an acceptable workaround exists, or non-essential features are unavailable without material business disruption. The issue causes only limited operational impact.

 

Target Response Time: within eight (8) business hours

 

Target Effort / Resolution Objective: Ontario will use commercially reasonable efforts to diagnose the issue and provide a workaround, fix, or other mitigating action in the ordinary course of support and maintenance.

 

d. Severity 4 – Minimal Business Impact / Information Request / Enhancement Request

A Severity 4 issue means a general question, documentation clarification, cosmetic issue, enhancement request, or other matter that does not materially impair Customer’s use of the Software Subscription Services.

Target Response Time: within one (1) Business Day

Target Effort / Resolution Objective: Ontario may address Severity 4 matters through future maintenance releases, documentation updates, configuration guidance, or a separate proposal for Professional Services or One-Time Services, as applicable.

5. Resolution Methods

Ontario may address support issues by any commercially reasonable means, including:

• providing a workaround;
• correcting code or configuration;
• supplying a patch, update, point release, maintenance release, or replacement version;
• delivering instructions or guidance to Customer; or
• recommending operational changes reasonably necessary to avoid or mitigate the issue.

Ontario may modify the severity classification of a reported issue if circumstances change, including where a workaround becomes available or the reported impact differs from initial reporting.

6. Updates, Patches, and Maintenance Releases

Ontario will, in the ordinary course of business, provide patches, point releases, updates, upgrades, enhancements, fixes, and replacement versions of the Software Subscription Services consistent with the Agreement.

Nothing in this SLA Policy obligates Ontario to create any specific enhancement, feature, customization, or new functionality except as expressly stated in the Agreement, an applicable Order, or an applicable Statement of Work.

7. Service Availability SLA

a. Availability Commitment

For production Software Subscription Services, Ontario will use commercially reasonable efforts to make the Software Subscription Services available 99.5% of the time during each calendar month, excluding Excluded Downtime.

b. Excluded Downtime

“Excluded Downtime” means any unavailability, suspension, degradation, or performance issue caused by or relating to any of the following:

1. scheduled maintenance, emergency maintenance, or changes reasonably necessary for security, legal, or compliance purposes;
2. factors outside Ontario’s reasonable control, including any Force Majeure Event;
3. internet, telecommunications, hosting, cloud infrastructure, DNS, utility, or other third-party service failures;
4. third-party artificial intelligence, model, integration, or other third-party service/provider issues;
5. Customer systems, Customer networks, Customer environments, Customer software, or Customer configurations;
6. Customer’s misuse of the Software Subscription Services or use not authorized by the Agreement, Documentation, or Ontario Policies;
7. Customer’s failure to provide Required Support, necessary access, or reasonably requested cooperation;
8. suspension permitted under the Agreement;
9. beta, trial, pilot, non-production, or sandbox environments; or
10. issues caused by Customer Data, Excluded Data, customizations, modifications, or third-party components not provided by Ontario.

c. Measurement

Availability will be measured by Ontario using its internal monitoring tools and records, which will control absent manifest error.

d. SLA Remedy

If Ontario fails to meet the availability commitment in Section 7a for a calendar month, Customer’s sole and exclusive remedy under this SLA Policy will be the following service credits, provided Customer complies with Section 7e:

Service credits:

• apply only to the monthly fees for the affected Software Subscription Services for the affected month;
• may not be redeemed for cash;
• may only be applied as a credit against future amounts owed under the applicable Order; and
• will not be available where the claim relates to Excluded Downtime.

e. Credit Request Procedure

To receive a service credit, Customer must submit a written request to Ontario within thirty (30) days after the end of the month in which the alleged failure occurred, including reasonably sufficient information for Ontario to validate the claim. Failure to timely request the credit waives the claim for that month.

8. Escalation and On-Site Assistance

Ontario may, in its discretion, escalate an issue internally or assign senior support, engineering, or development personnel as reasonably appropriate.

If Ontario and Customer agree that on-site assistance is reasonably necessary to accelerate diagnosis or resolution:

• Ontario will bear its own costs if the issue is determined to have been caused by the Software Subscription Services failing to perform materially in accordance with the Agreement; and
• Customer will reimburse reasonable travel, lodging, and related expenses, and applicable service fees at Ontario’s then-current rates, to the extent the issue is caused by factors outside Ontario’s responsibility, including Customer systems, third-party systems, or Customer-requested on-site assistance unrelated to a covered support issue.

9. Support Exclusions

Unless otherwise expressly agreed in writing, support under this SLA Policy does not include:

1. custom programming, custom development, or custom integrations;
2. implementation, installation, migration, data loading, or configuration services;
3. training or user education;
4. support for third-party software, hardware, or services;
5. support for issues arising from Customer’s network, equipment, internet connectivity, or other systems not controlled by Ontario;
6. support for issues arising from unauthorized modifications, misuse, negligence, or use contrary to the Agreement, Documentation, or Ontario Policies;
7. support for beta, evaluation, pilot, or non-production offerings unless expressly included in an Order; or
8. restoration, correction, or reprocessing of Customer Data except as expressly required under the Agreement or separately purchased services.

Any work outside the scope of this SLA Policy may be provided, at Ontario’s discretion, as Professional Services or One-Time Services at Ontario’s then-current rates.

10. Unsupported and Customer-Caused Issues

Ontario is not responsible for errors, incompatibilities, delays, or failures caused by:

• issues caused or emanating from Customer Data or determined to be a result of Customer’s use and not a fault of the Ontario Services.
• modifications not made by Ontario or not made on Ontario’s written instructions;
• Customer’s or any third party’s maintenance, repair, support, testing, or alteration activities not authorized by Ontario;
• Customer’s failure to maintain supported environments or follow Documentation;
• accidents, misuse, lack of training, improper installation, power failures, environmental conditions, or other causes outside Ontario’s reasonable control; or
• third-party products, integrations, hosting providers, telecommunications providers, internet service providers, model providers, or other third-party dependencies.

Any investigation, remediation, repair, or other services performed by Ontario for such excluded issues may be billed as Professional Services or One-Time Services at Ontario’s then-current rates.

11. Support Contacts

Ontario will make available support contact information, including the applicable support email address, support portal (if any), and telephone contact details, through its customer communications, customer portal, applicable Order, or upon request.

Ontario may update support contact details from time to time without amending this SLA Policy.

12. Relationship to Other Ontario Policies

This SLA Policy supplements, and should be read together with, the Agreement and applicable Ontario Policies, including:

• the Ontario Data Processing Agreement (DPA);
• InfoSec Standard Policy;
• the Ontario Excluded Data Policy; and
• the Ontario Customer Platform Development Policy.

For clarity:

• the Ontario Data Processing Agreement (DPA) governs Ontario’s processing of Personal Data on behalf of Customer in connection with the Ontario Services;
• the Ontario InfoSec Standard Policy describes Ontario’s security program and safeguards;
• the Ontario Excluded Data Policy governs prohibited data categories and related operational responses; and
• the Ontario Customer Platform Development Policy governs ownership, classification, and treatment of customer-specific items, but does not expand Ontario’s data protection obligations beyond the Agreement and this DPA.

Nothing in this SLA Policy expands Ontario’s support, service level, warranty, indemnity, or other obligations beyond those expressly stated in the Agreement and applicable Ontario Policies.

13. SLA Policy Changes

This SLA Policy may be updated by Ontario from time to time in accordance with the Agreement. For each Order, the version of this Policy in effect as of the effective date of that Order will apply during the Initial Term of that Order, except as otherwise permitted under the Agreement.