These Global Customer Support Services Terms and Conditions ("Support Agreement") set forth the terms and conditions under which ALCHEMAIN INC. ("Company") with whom you ("Licensee”, and together with Company, a "Party" and the "Parties") have entered into a commercial Agreement and related Purchase Order for Company’s products and services (“Products and Services”), as defined in the Agreement (the “Agreement" and "Solution" respectively), will provide technical support and maintenance services to Licensee for the Products and Services.

The Support Services are provided to the Licensee during the license term described in the Agreement (“License Term”) and are subject to Licensee’s payment of the applicable license Fees payable thereunder. Licensee acknowledges that the Support Services may be provided by company and/or a Company Affiliate. A "Company Affiliate" means, with respect to Company, any person, organization or entity controlling, controlled by, or under common control with, Company, where “control” means the possession, directly or indirectly, of the power to direct or cause the direction of the management and policies of such person, organization or entity, whether through the ownership of voting securities or by contract or otherwise. Company reserves the right to revise this Support Agreement at any time by posting the revised version on the customer support portal in use at that time, provided however this will not materially decrease the level of Support Services as herein. The revised version will be effective ten (10) days after such posting.

2. Solution Updates

Company may, from time to time, during the License Term, release program updates (i.e. releases, enhancements and bug fixes) to the Products and Services ("Updates"). Company will make such Updates available to Licensee to the extent generally made available by Company to its supported customers under valid support contracts, and at no additional cost.

3. Solution Support

During the License Term, Licensee is entitled to use the Company Discord and Web Site. Company will receive Licensee’s requests for support through the channels and during the hours described below in section “Support Channels” and “Business Hours”. Once Company has determined that the support request is covered by a valid Agreement, Company will respond to such support requests based in the manner described in section “Support Response Times and Severity Levels”, when a support request is made to obtain assistance with Errors in the Solution. Licensee may have up to four (4) support contacts for purposes of receiving Support. A support contact for this purpose is a single individual, named in advance, who is authorized to contact Company Technical Support to make use of the Solution’s Support Services.

As used herein:

"System" means a Licensee production-environment system that directly impacts Licensee's business operations.

“Support and Maintenance Services” refers to Company's responsibilities to address errors related to any of the Company’s Products and Services, which are verifiable and reproducible failure of the Services, to substantially conform to its published specifications (“Error”). Notwithstanding the foregoing, “Error” shall not include any failure caused by any of the Exclusions specified in Section 8 herein.

This Support Agreement is Licensee’s sole and exclusive remedy for any Errors specified herein.

4. Support Tickets

A “Ticket” is defined as a request for support entered via the Alchemain Discord (defined below), associated with the Licensee accounts, and given a unique identifier. All times associated with a Ticket shall be governed by timestamps of activity in the Alchemain Discord.

5. Support Channels

5.1 Commercial Customers

Licensee may initiate a Ticket using any of the following channels:

Logging in and creating a Ticket on Licensee’s Private Alchemain Discord Channel (general Alchemain Discord, https://discord.gg/svRhP8pVN5) (“Alchemain Discord”)
Sending an email to a designated email address, which results in Ticket created in the Alchemain’s Discord. (Currently support@alchemain.com)

6. Business Hours

Business Hours are the hours in which business is normally conducted excluding public holidays. Company will monitor newly created Tickets during Business Hours, as follows:

North America: Mon–Fri, 9 a.m. to 5 p.m. (Local Time Zone).

The preceding Business Hours are subject to the Exclusions specified below and to scheduled maintenance.

7. Support Response Times and Severity Levels

Level	Severity Level Definition	Premium Support Response Time	Standard Support Response Time
2	High-impact condition possibly endangering a System. The Solution may operate but is severely restricted.	2 Business Hours	8 Business Hours
3	Low-impact business condition with a majority of Solution functions still usable; however, some circumvention may be required to provide service.	4 Business Hours	16 Business Hours
4	With no impact on business conditions, (i) a minor problem or question that does not affect the Solution function, (ii) an error in Solution's Documentation that has no significant effect on operations; or (iii) a suggestion for new Solution. features or enhancements.	8 Business Hours	24 Business Hours

8. Exclusions

Solution Support described above will be provided only with respect to supported versions, at the time of Ticket creation, and shall exclude Errors resulting from any of the following:

Modifications of the Solution that have not been approved by Company in writing
Licensee's failure to implement in a timely manner any Updates made available by Company
Licensee's environment, installation or setup steps, not validated or documented by Company; or failure to meet documented minimal supported hardware and software requirements
Licensee's failure to implement in a timely manner any Updates made available by Company
Use of the Solution other than as permitted in the License Agreement, or in violation of any laws
Any fault in any third-party hardware, software, firmware, or other product or service used in conjunction with the Solution, or any other causes beyond the reasonable control of Company
Licensee’s negligence or willful misconduct

9. Licensee Responsibilities

The obligations of Company under the above terms are subject to the following:

Licensee will promptly report to Company any Error with the Solution, when it is discovered, along with the correct severity level.
Licensee agrees to receive communications from Company in the manner prescribed herein.
Licensee agrees that a person familiar with the Error will be available to work with Company at any time after a Ticket is created.
Licensee agrees and hereby consents to (i) Company accessing Licensee’s System, to the extent necessary, solely for the purpose of resolving any Error under this Support Agreement, and (ii) provide to Alchemain, any technical information, documentation, setup and environment information, solution logs, details of custom components of application, any output or error message, and any other information that Company may reasonably request; all in order to reproduce operating conditions similar to those present when the Error occurred and take the appropriate actions to resolve it.
Licensee agrees to implement any recommendation or Update in a timely manner, and to report when the Ticket can be closed.

Last Update: January 2026

ALCHEMAIN INC. offers a Code Hygiene Platform, including its various modules, delivered as Software as a Service (SaaS). To the extent your purchase includes a SaaS module, the following Service Level Agreement shall apply.

Service Level Agreement

1. Definitions

“Service Hours” or “Uptime” refers to any time outside Scheduled Maintenance and excludes any Downtime Exclusions as specified below.

“Maintenance” refers to Licensee rights to receive bug fixes and version upgrades for the product purchased, which may include either one of the following at Company’s discretion: temporary workaround; code or patch release that will be delivered according to a time schedule determined by Company; or Software enhancement or new feature that will be delivered according to a time schedule determined by Company.

“Scheduled Maintenance Interruption” refers to any planned down time, interruption or degradation of the Licensed Services or Licensed Products or the operation of the System (defined below) which is required, in Company’s opinion, for the correction or update of any part of the Licensed Services or Licensed Products and for any reason.

“Emergency Maintenance Interruption” refers to any unexpected down time, interruption or degradation of the Licensed Services or Licensed Products or the operation of the System which is required for the correction of any part of the Licensed Services or Licensed Products for any reason.

“Scheduled Maintenance” refers to collectively the Scheduled Maintenance Interruption and Emergency Maintenance Interruption and shall be calculated together and in the aggregate for the purpose of determining Availability. All other terms not defined herein shall have the meaning ascribed to them in the Software as a Service Agreement or the Support Terms and Conditions.

2. Availability

Company will use commercially reasonable efforts to ensure effective and efficient achievement of availability of the Licensed Service during Service Hours of 99.9%.
Availability will be calculated and reported on a monthly basis and will be calculated as follows:

% Availability = [(Service Hours – Scheduled Maintenance) – Service Downtime] / (Service Hours – Scheduled Maintenance) × 100
A Maintenance schedule has been drawn up for scheduled Maintenance. A notice for Schedule Maintenance Interruption shall be provided at least 48 hours prior to the Scheduled maintenance occurrence; A notice for Emergency Maintenance Interruption shall be provided as soon as practically possible following the event which requires such interruption.
Company will attempt to maximise actual availability even during the period for scheduled Maintenance. In no event shall planned downtime during Scheduled Maintenance, be it for a major release or others, exceed six (6) hours per month.
Downtime exclusions include: (i) force majeure events; (ii) Scheduled Maintenance; (iii) Licensee’s Internet service failures; (iv) any failure of Licensee’s own hardware, software or network connection; (v) Licensee’s bandwidth restrictions; (vi) Licensee’s acts or omissions; and/or (vii) Anything outside of the direct control of Company (including downtime resulting directly or indirectly from any failures of Company’s third-party hosting providers).
If Company fails to meet its guaranteed Availability of 99.9% in any month, Licensee will be credited by an extension to the License Term under the applicable Purchase Order, according to the following calculation, as the sole and exclusive remedy to the Licensee:

% Availability (reported monthly)	Services Credit (on a monthly basis)
Uptime of 98.9% to 99.9% (i.e. up to approx. 1 hour downtime/mo.)	No credit
Uptime of 97.9% to 98.9% (i.e. up to approx. 14 hours downtime/mo.)	5%
Uptime of 96.9% to 97.9% (i.e. up to approx. 22 hours downtime/mo.)	10%
Uptime of 95% to 96.9% (i.e. up to approx. 36 hours downtime/mo.)	15%

For clarity purposes, the Services Credits will be calculated on a monthly basis, as a percentage of the monthly license Fees (not including support or other additional fees) as per the table above and will be added as an extension to the License Term (instead of a financial refund).

By way of example - if the credit due is 5% then Licensee would be entitled to 1.5 days extension to the License Term (30 days X 24 hours = 720 X 5% = 36 hours = 1.5 day).

Last Update: January 2026

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