Deeplite Support Policy

1    Overview

This policy (the “Policy”) describes the support and maintenance services provided by Deeplite, Inc. (“we” or “Deeplite”) to licensed end users of our software (“you”). We reserve the right to update or change this policy in our sole discretion and without notice, provided the overall level of service is not substantially reduced.

2    Updates

We license our software on a subscription term basis only. All Major and Minor Releases and Patches released by us are available to you during your subscription term. Once your subscription term ends for any reason (including failure to renew), you cease to have any rights to access or use our software and may not access or download any updates, even if such updates were released when your subscription was active. We make updates available for download from our website and may (but have no obligation to) notify you when updates are released. You are solely responsible for any updates or upgrades of equipment or third party software or services that may be required to meet our minimum requirements for any update, as set for in the documentation for such update.

3    Support

      1. Support Hours. We provide support from 8:00 AM to 6:00 PM Eastern Time, Monday through Friday excluding statutory holidays in Quebec, Canada (“Support Hours”).

      2. Scope of Services. We provide support during your subscription term for Defects. “Defect” means that a material function in our software does not operate or fails to operate substantially as described in our documentation, when installed and operated in accordance with our documentation in a supported configuration. Supported configurations are comprised of either the current or immediately preceding Major Release installed in environments that meet our minimum requirements and compatibility requirements for equipment and third party software and services, as set forth in our documentation.

      3. Exclusions and Conditions. Support does not include, and we have no obligation to provide: (i) installation, training, systems integration, configuration, optimization, customization, enhancement or development (other than in respect of Defects); (ii) support outside of Support Hours; (iii) support after you cease to have an active subscription; (iv) support while you are in breach of any agreement with us, including our end user license agreement; (v) installation or usage in any configuration other than a supported configuration; (vi) Defects arising from or related to equipment or third party software or services; (vii) Defects that we cannot replicate; or (viii) Defects arising from misuse of our software, including any modifications of our software (other than those provided by us), failure to use the software in accordance with our documentation, or use for use cases or purposes other than those set forth in our documentation. Our ability to provide support may be prevented or delayed if: (i) you do not provide sufficient information regarding a Defect on a timely basis; or (ii) you do not provide us sufficient access to your systems to diagnose a Defect.

      4. Initiating Support. If you encounter a Defect, you may request support by e-mailing us at support@deeplite.ai(“Support Request”).

      5. Severity. Our response to a Support Request will be based on an assessment of the impact of the Defect you report. When you initiate a Support Request, you should identify the severity of the Defect based on your assessment. If you do not do so we will by default designate your Support Request as Standard. We reserve the right to reclassify Support Requests, acting reasonable based on our assessment of the Defect. The following table describes the severity classifications we use:


        Severity

        Description

        Response Time Targets

        Critical

        Production software or a major function thereof is entirely inoperative, causing a critical impact on your business operations and no workaround is available.

        2 hours

        Major

        Production software or a major function thereof is significantly impaired or a minor function is entirely inoperative, causing a significant impact on your business operations and no workaround is available.

        4 hours

        Standard

        All other Defects not identified as Critical or Major

        		 8 hours


      6. Response Time. Response time is measured during Support Hours from the time we receive a Support Request in accordance with this Policy until the time we initiate contact with you in respect of such Support Request. For clarity, any Support Request we receive outside of Support Hours is deemed to be received by us at the start of the next business day. We will use commercially reasonable efforts to meet the response time targets set forth in the table above.

      7. Resolution. Once we initiate contact with you in response to a Support Request, we will use commercially reasonable efforts to resolve the Defect during Support Hours. While we will endeavour to resolve reported Defects in a reasonably timely manner, we cannot guarantee a specific timeframe for resolution or guarantee that every Defect will be resolved.

4    Software Development Life Cycle


    1. Versioning. We use a three digit system to designate our software releases in the format A.B.C. “A” refers to a major release (“Major Release”), which includes substantial changes to the software’s functionality, code or compatibility. “B” refers to a minor release (“Minor Release”) of a given Major Release, and may include minor improvements, additional compatibility and bug fixes. “C” refers to patch releases (“Patches”) of a given Minor Release, which typically are limited to bug fixes. Development of our software and the release of Major Releases, Minor Releases and Patches are determined in our sole discretion, subject to our support obligations.

    2. End of Life. We develop and make available Minor Releases and Patches and provide support for the then current and immediately preceding Major Release. Upon release of a new Major Release, Minor Releases, Patches, and support will no longer be available for the Major Release (and any Minor Releases or Patches thereof) that is two Major Releases behind (the “EOL Release”). We will announce new Major Releases (and the corresponding end-of-life of the EOL Release) at least 90 days in advance of its release. By way of example, if we announce on June 1 that version 6.0.0 will be released on September 1, support, Minor Releases and Patches will be available for versions 5.x.x and 4.x.x until August 31. Commencing on September 1, version 4.x.x will no longer be supported or maintained.


Version 4.0. Last revised: 2020-07-20.