Support Services Policy

Last updated: August 31, 2026

Subject to and conditioned upon Customer’s payment of the Subscription Fees and compliance with the terms of this Agreement, Provider shall provide the following Support Services to Customer commencing on the Effective Date and ending upon the earlier of the expiration or termination:

Support Staff.

Provider shall maintain support personnel appropriately trained to respond to Customer issues and questions arising from the use of the Software and shall implement and periodically review a standard support process reasonably designed to achieve the support targets set forth herein.

Support Request Channels.

Provider shall establish and maintain an aliased support email address, support@decisions.com, to which Customer may direct its Support Requests, or, in Provider's sole discretion, a web-based program reasonably designed to store and make available for retrieval by Provider Support Requests and related information submitted by Customer in electronic form. Through this channel, Customer may, on a 24 x 7 basis, submit new Support Requests, modify or cancel existing Support Requests, and append additional information to existing Support Requests. The Parties expressly acknowledge the adequacy of the email or web-based support channel as the exclusive mechanism for submitting Support Requests and as fulfillment of the 24 x 7 availability requirement under this policy.

Availability Limitation.

Any interruption to any Support Request channel caused by events, acts, or omissions not directly attributable to Provider shall not constitute breach of the availability provisions set forth herein. Provider shall use all commercially reasonable means to prevent, remedy and repair any such interruption.

Support Request Content.

Customer shall include with the submission of any Support Request to Provider, all information reasonably ascertainable by Customer that is material and relevant to an investigation of the cause or resolution of the issue being reported. If available and ascertainable, such information shall include, without limitation, the following:

• (a) Issue Description. A reasonably detailed description of the Software error or failure, including descriptions of the expected behavior and observed behavior;
• (b) Software Details. The name and version number of the Software to which the Support Request pertains;
• (c) Operating Environment. A description of the hardware/operating system environment in which the Software produced the reported error or failure, including version numbers where applicable and relevant;
• (d) Integrated Software. Name, version number, and configuration details of any third-party technology (including software and hardware) with which the Software interacts where such third-party technology may rationally be related to the issue being reported or where Provider support personnel expressly request such information;
• (e) Diagnostics. All diagnostic information produced or recorded by the Software where such information is rationally related to the issue being reported or where Provider support personnel expressly request such information. Diagnostic information, as referenced herein, shall include without limitation, descriptions or screen captures of any error messages displayed by the Software, and log files created or updated by the Software; and
• (f) Requested Information. All information reasonably requested by Provider support personnel for the purpose of investigating, diagnosing, or otherwise pursuing a resolution to the reported issue.

Support Request Initial Response.

Provider’s minimum initial response to each Customer Support Request shall include:

• (a) Review of the Support Request by Provider support personnel; and
• (b) Confirmation of review by Provider, transmitted to Customer via email; or through a designated web-based support program. The confirmation shall include one or more of the following:
  • i. Instructions or guidance in the installation, configuration, operation, or use of the Software, reasonably calculated to resolve the reported issue;
  • ii. Instructions for electronically downloading a file or files that are reasonably calculated to resolve the reported issue upon installation by Customer;
  • iii. Requests for additional information reasonably believed by Provider support personnel to be necessary for accurate or efficient diagnosis or resolution of the reported issue;
  • iv. Requests by Provider support personnel for Customer to undertake an action or series of actions reasonably calculated to resolve the reported issue or to produce diagnostic or other information necessary or helpful in diagnosing or resolving the reported issue;
  • v. An advisement that Provider support or development personnel are engaged or will engage in diagnosing the root cause of the reported issue, or are engaged or will engage in developing a resolution to the reported issue that may include creation of new computer program code to be made available to Customer upon completion and an estimated timeline for completion; or
  • vi. An advisement that the Support Request calls for enhanced functionality or new functionality not within the scope of the operational features of the Software as Licensed by Customer. Any further action undertaken in response to such Support Requests shall be undertaken, if at all, at the sole discretion of Provider.

Support Request Initial Response Schedule.

Provider shall make its initial response to all Support Requests according to the schedule set forth below:

Support Request Severity: Emergency

• Severity Definition: A critical error or failure by the Software is causing extreme, severe and unreasonable difficulty to Customer, depriving Customer of all or virtually all production value and use of the Software
• Initial Response Time (From time of report submission to Provider): Three (3) hours

Support Request Severity: Defect/Feature Enhancement

• Severity Definition: A non-critical error or failure by the Software that does not deprive Customer of all or virtually all production value and use of the Software; or a request for behavior that is not currently intended in the version of the Software giving rise to the reported issue
• Initial Response Time (From time of report submission to Provider): One (1) business day

Support Request Severity: Configuration/Usage Guidance

• Severity Definition: Customer seeks brief assistance, not requiring the physical presence of Provider staff on Customer site, regarding Software best practices or configuration
• Initial Response Time (From time of report submission to Provider): One (1) business day

Support Request Resolution Schedule.

As to all Support Requests not resolved by Provider’s initial response as set forth above, Provider shall pursue final resolution according to the prescribed actions set forth below:

Support Request Severity: Emergency
Prescribed Action:

1. Upon receipt of the Support Request, Provider support personnel shall immediately report the general nature of the reported issue to a senior developer or senior support engineer.
2. Provider shall, in light of the totality of circumstances, dedicate an appropriate number of personnel to actively pursue resolution of the reported issue by all commercially reasonable means.
3. Dedicated staff shall maintain active pursuit of resolution UNTIL
   1. Provider provides to Customer, a final resolution, accepted by Customer; or
   2. Provider provides to Customer, a temporary resolution, accepted by Customer and accompanied by a plan to provide a permanent resolution within a reasonable time; or
   3. Provider and Customer mutually agree to a resolution plan

Support Request Severity: Defect/Feature Enhancement
Prescribed Action:

1. Provider shall cooperate with Customer to formulate, schedule, and execute a mutually agreeable resolution plan that is reasonable in light of all relevant factors.
2. Resolution may include, without limitation, release of modified or added Software functionality in subsequent Updates, release of modified or added Software functionality made available only to Customer, or any other mutually agreeable and reasonable means.

Support Request Severity: Configuration/Usage Guidance
Prescribed Action:

1. Provider shall cooperate with Customer to provide a mutually agreeable resolution within a reasonable amount of time.