SERVICE LEVEL & SUPPORT POLICY

STANDARD SUPPORT
- Dedicated Zingg Enterprise Slack.
- 1 Customer Designated Contact (as defined below).
- Issue Responses will be provided by Zingg as per Severity Definitions below.
- Support is provided Monday through Friday between 9am and 5pm IST, excluding Zingg holidays.
- Support requests are to be issued by Customer’s Designated Contact to Zingg’s designated support email address.
- Support does not include implementation, training and other professional services, all of which are subject to an additional quote from Zingg.
- In providing support, Zingg will not access Customer systems or data.

SEVERITY DEFINITIONS AND RESPONSES
Severity Levels:
Issues will be categorized and handled by Zingg according to an assigned severity level. The case severity level is selected by the Customer’s Designated Contact at time of case submission to Zingg, and may be reasonably updated and adjusted by Zingg upon initial investigation, as follows: 
• Severity 1
‍Zingg runs failing and issues that severely impact customer’s use of Zingg in the production environment. The situation halts Customer business operations, and no procedural workaround exists. Business impact can escalate to Severity 1, even if it falls outside the standard definition, based on various factors such as the impact on project go-live dates (within two weeks prior), financial implications, and potential media or legal repercussions. Response time: 6 hours from receipt of Customer’s support notification.
‍• Severity 2
An issue that renders one or more business-critical features of Zingg unusable with no reasonable alternative available without the expenditure of significant time or effort. Response time: 12 hours from receipt of Customer’s support notification.
• Severity 3
System performance issues or bugs affecting some workflows. A short-term workaround is available, but not scalable. Response time: 24 hours from receipt of Customer’s support notification.
• Severity 4
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation, or configuration; bug affecting a small functionality or feature. A reasonable workaround is available. Response time: 48 hours from receipt of Customer’s support notification.

COOPERATION
Zingg must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Zingg to reproduce errors, including conducting diagnostic or troubleshooting activities as requested. Also, subject to Customer's approval on a case-by-case basis not to be unreasonably withheld, Customer’s Users may be asked to provide debug logs or remote access to their Zingg application and/or test environment without user data access for troubleshooting purposes.

Zingg and Customer agree that the standard support under this Policy is in accordance with Indian Standard Time and the Indian Business Hours and Holidays will be observed for the purpose of rendering support service to the Customer.
“Designated Contacts” are Users Customer identified as primary liaisons between Customer and Zingg for technical support. Customer shall identify no more than the number of Designated Contacts as described above in the subscribed Support Plan. Customer may be charged an additional fee for Designated Contacts in excess of the subscribed number. Customer shall notify Zingg whenever Designated Contact responsibilities are transferred to another individual. Tickets submitted by someone other than a Designated Contact will be automatically closed and will not be acted upon. Customers’ Designated Contacts shall be responsible for:
o Submitting support tickets on behalf of the Customer.
o Serving as the primary point of contact for communications from and to Zingg o overseeing Customer’s support case activity.
o Developing and deploying troubleshooting processes within Customer’s organization.
o Resolving Zingg issues for Customer by applying patches, updates, etc.
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Zingg may update this Support Policy from time to time, but in no event with the Policy be degraded or diminished.