Support Services

Last Modified: May 11, 2026

These Support Services terms (this "Exhibit") describe the support and maintenance services provided by Una Software Inc. ("Una") to its clients ("Client") in connection with the Subscription Services licensed under the Una Terms of Service (the "Agreement"). Capitalized terms used but not defined in this Exhibit have the meanings ascribed to them in the Agreement. This Exhibit is incorporated into and forms part of the Agreement. Una shall provide the Support Services described herein so long as Client is subscribed to the Subscription Services and Subscription Fees are current.

1. Support Services

Subject to the terms of this Exhibit and the Agreement, Una shall provide Client with the following support and maintenance services (collectively, the "Support Services"):

a. Technical Support

During normal business hours (9:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday, excluding Una-observed public holidays), Una shall provide Client with technical assistance by email and telephone with respect to:

the use of the Subscription Services and Client Software in accordance with the Documentation;
the identification of defects, malfunctions, or errors in the Subscription Services, Client Software, or Documentation; and
the reporting and tracking of Bugs (as defined in Section 1(b) below).

Client shall designate up to two (2) authorized contacts to submit and receive technical support from Una. Support requests may be submitted by email to support@una.ai. For greater certainty, technical support does not include assistance with the creation of Client applications or custom development work.

b. Bug Fixes

Una shall exercise commercially reasonable efforts to correct any reproducible malfunction of the Subscription Services or Client Software reported by Client that causes the Subscription Services to fail to perform materially in accordance with the operating specifications described in the Documentation (each, a "Bug"). Una’s obligation is to use commercially reasonable efforts to correct verified, reproducible Bugs; it does not guarantee that all Bugs will be corrected within any specific timeframe.

c. Scheduled Maintenance

provide Client with at least seven (7) days' advance notice of scheduled maintenance windows expected to result in extended or significant service downtime, and at least forty-eight (48) to seventy-two (72) hours' advance notice for minor or low-impact maintenance, in each case by email to Client's designated support contacts;
schedule maintenance during off-peak hours, typically on Fridays after 6:00 p.m. Eastern Time, to minimize disruption to Client's business operations; and
minimize the duration and frequency of maintenance-related service interruptions.

Una reserves the right to perform scheduled maintenance on the Subscription Services, during which the Services may be temporarily unavailable. Una shall use commercially reasonable efforts to:

Emergency maintenance required to address critical security vulnerabilities or service stability may be performed without advance notice. Una will notify Client as promptly as practicable in such circumstances.

Una reserves the right to perform scheduled maintenance without any advance notice to the Client on the third Friday or Saturday of each calendar month, between 9:00 PM - 12:00 AM EST.

2. Service Levels

Provided that Client has paid its Subscription Fees and has fulfilled its obligations under Section 4 of this Exhibit, Una shall respond to support requests in accordance with the following service level targets. Response times are measured from the time a support request is received by Una during normal business hours.

Priority	Definition	Initial Response
Critical (Severity 1)	The Subscription Services are completely unavailable, or a core business function is inoperable with no available workaround, causing material and immediate operational harm to Client.	4 business hours. Una commits to continuous effort until resolved.
High (Severity 2)	A significant operational issue in which a major feature or function of the Subscription Services is unavailable or severely degraded for a portion of users with no workaround available; or a minor feature or function is unavailable across the entire user base with no workaround available. Client's operations are meaningfully impacted, but the Services remain partially functional.	8 business hours.
Medium (Severity 3)	A core feature or function of the Subscription Services is materially impaired or unavailable for a majority of users, and a workaround exists to partially restore functionality; or a non-critical feature or function is unavailable for a subset of users with no workaround available.	2 business days.
Low (Severity 4)	General questions, how-to inquiries, cosmetic issues, feature enhancement requests, or documentation feedback that do not impair Client's use of the Subscription Services.	Addressed on a case-by-case basis, typically within 5 business days.

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Response time targets represent Una’s commitments for initial acknowledgment of a support request. Resolution timelines are not guaranteed and depend on the nature and complexity of the issue, the availability of required information and access from Client, and factors outside Una’s reasonable control. Upon receipt of a support request, Una will assign a severity level based on its assessment of the reported impact. Client may request reclassification in writing; Una will use commercially reasonable judgment in responding to such requests.

3. Exclusions

Una shall have no obligation to provide Support Services with respect to issues arising from or in connection with:

Client Software or Subscription Services that have been modified without Una’s prior written consent;
use of the Subscription Services or Client Software other than in accordance with the Agreement or the Documentation;
Client’s applications, workflows, or configurations developed independently by Client;
Subscription Services or Client Software operated on hardware, operating systems, or network environments not specified or approved in the Documentation;
Client’s failure to implement updates, patches, or fixes provided by Una in a timely manner; or
issues caused by third-party software, systems, or data not supplied or approved by Una.

4. Client Obligations

Effective support depends on timely cooperation from Client. Accordingly, Client shall:

designate up to two (2) authorized support contacts and promptly notify Una of any changes to such designations;
provide Una with timely access to relevant data, system configurations, logs, and personnel as Una reasonably requires to investigate and resolve reported issues;
provide a clear description of each reported issue, including steps to reproduce (where reproducible), the business impact, and any relevant error messages or screenshots;
implement any reasonable workarounds, patches, or updates provided by Una in a timely manner; and
promptly notify Una if a reported issue is resolved or is no longer affecting Client’s operations.

5. Services Outside Scope

In the event Client requests that Una perform services outside the scope of the Support Services described in this Exhibit, including without limitation, implementation, data migration, training, custom development, integration work, or business-process advisory services, the parties agree that such services may be made available for an additional charge pursuant to a separate statement of work or Order Form executed by both parties.

6. Suspension and Termination of Support Services

Una may suspend or cease to provide the Support Services if Client fails to pay the Subscription Fees when due and such failure is not cured within thirty (30) days of written notice from Una. In the event the Agreement is terminated for any reason, Una shall have no further obligation to provide the Support Services as of the effective date of termination.

7. Modifications to This Exhibit

Una may revise this Exhibit from time to time. Any non-material changes will be effective upon posting of the revised Exhibit. Material changes will be communicated to Client in accordance with the notice provisions set out in the Agreement. Client’s continued use of the Subscription Services following the effective date of any revision constitutes acceptance of the updated Exhibit.