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1. STANDARD SUPPORT TERMS

Uniphore Technical Support will use commercially reasonable efforts to resolve all issues relating to the ongoing use of Uniphore products for our customers. Uniphore Technical Support will leverage the necessary tools, knowledge, and resources available in this effort. The Uniphore Technical Support Team is comprised of three Support Levels: Support Service Desk, Technical Support Engineers, and Escalation Engineers. All issues and inquiries should be reported through the Uniphore Technical Support channels (Customer Portal, Email, or Phone).

Note: This policy does not cover third-party services, products, or technology, which are subject to the support commitments offered by the applicable third-party provider.

Uniphore’s obligations under this SLA also do not extend to unavailability or degraded performance attributable to failures of third-party platforms or vendor dependencies outside Uniphore’s reasonable control.

2. UPTIME COMMITMENT

Uniphore will use commercially reasonable efforts to make the cloud-hosted Services available at a monthly rate of at least ninety-nine and one-half percent (99.5%) (the “Availability Requirement”).

Uniphore will track and report availability upon Customer’s written request. The Standard Support tier does not include service credit remedies for Uptime failures. Customers requiring credit remedies should inquire about the Premium Support tier.

3. COMPLETE REPORT REQUIREMENT

Response time commitments do not commence until Uniphore has received a “Complete Report”: a submission that includes (i) sufficient detail to reproduce or assess the issue, (ii) the claimed severity level, and (iii) the designated Customer contact. Uniphore may request additional information before the clock starts and may downgrade severity if reported symptoms do not meet the stated criteria. Customer must designate a primary and secondary technical contact via the Support Portal; failure to do so may delay access to Support Services.

4. SLA EXCLUSIONS

Uniphore’s obligations under this SLA are conditioned on Customer: (i) complying with the terms and conditions of the Agreement, including this SLA; (ii) following Uniphore’s instructions for any required corrective action; (iii) maintaining adequate internet connectivity and bandwidth; and (iv) creating and maintaining firewall definitions and opening required ports, in instances where the Services are deployed fully or partially on-premises or hosted outside of Uniphore’s Cloud.

The following shall not be considered within the definition or calculation of Downtime and shall be deemed SLA Exclusions: (i) Scheduled Maintenance; (ii) unavailability caused by: (a) force majeure events or failures of third-party providers, communications, internet services, or vendor dependencies outside Uniphore’s reasonable control; (b) Customer’s failure to fulfill its obligations under the Agreement; (c) acts or omissions of Customer or any third party acting on its behalf; or (d) Customer-side equipment or software; (iii) Program backup operations for on-premises or customer-hosted deployments; and (iv) suspension or termination of Customer’s right to use the Services under the Agreement (each, an “SLA Exclusion”).

5. SERVICE LEVEL TERMINOLOGY

“Available Minutes” means the total whole minutes in a calendar month during which the Services were operational and accessible to Customer.

“Availability Percentage” means the monthly availability of the cloud-hosted Services, calculated as: (Available Minutes ÷ Total Minutes) × 100.

“Communication Commitments” refer to agreed-upon guidelines and expectations regarding how and when Uniphore will provide status updates to Customer throughout the lifecycle of an active incident.

“Initial Response Time” represents the target elapsed time from when an incident is submitted by Customer (or its representative) to the time Uniphore Technical Support first makes contact. Response time clocks do not start until a Complete Report is received.

“Recommended Request Processes & Channels” outlines the preferred methods and channels for initiating service requests. Uniphore provides the following support channels: Customer Portal (preferred method), Email Support, and Phone Support.

“Response Time SLAs as Targets” : Unless expressly stated otherwise in an applicable Order Form or Premium Support addendum, response time commitments in this SLA are targets only and do not constitute enforceable service level commitments. Failure to meet a response time target does not entitle Customer to service credits or other remedies.

“Severity Level” represents the degree of impact or urgency assigned to an incident, problem, or service request. It helps the Uniphore Technical Support Team prioritize and address issues based on criticality. Uniphore categorizes Severity Levels as Sev 1 (Critical), Sev 2 (High), Sev 3 (Medium), and Sev 4 (Low).

“Total Minutes” means the total whole minutes in the applicable calendar month, less any Excluded Periods. Excluded Periods are: (i) Scheduled Maintenance; (ii) Emergency Maintenance; and (iii) any period attributable to an SLA Exclusion.

Please note that this SLA’s severity levels are established considering all infrastructure types for Uniphore’s customer deployments.

6. SERVICE LEVELS

The following table outlines Uniphore’s response for submitted cases based on Severity Level.

Severity Level	Severity Level Definition	Response Details	Recommended Request Process
1	The Problem causes complete outage including complete loss of service/recording and/or all licenses.The Problem is a blocker to deployment.“Blocker to deployment” means a defect or failure that prevents Customer from completing an active production go-live or upgrade formally scheduled and communicated to Uniphore in writing, where (a) no reasonable workaround exists and (b) continued delay causes material business harm. Does not apply to pre-production or sandbox environments.Work cannot reasonably continue as the feature or function does not allow completion of mission-critical business operations.A vulnerability that is publicly exploitable or known to a closed user group, including loss of PCI suppression.A customer-reported breach of data from the customer’s environment.Customer data leakage due to a Uniphore security breach.Ransomware/DDoS/Malware attack in Uniphore’s environment compromising confidentiality, integrity, or availability of customer data.Inability to export audio or data to an agreed third-party or strategic partner application.Network Storage backlog exceeding 80% of capacity.	Initial Response Time: 1 hour   If not acknowledged within one (1) hour, Uniphore will escalate the problem to the appropriate Uniphore workstream. The escalated problem will have a higher priority than ongoing development or operations initiatives.   Regular status communications will occur every four (4) hours on a 24×7 basis until the issue is resolved or downgraded.	Phone call, email, or online ticketing system
2	The problem causes important loss of service. A major software function is experiencing a reproducible problem that causes a major inconvenience to Customer.An acceptable workaround may or may not be available; however, operation can continue in a restricted fashion.The current release should be patched if a permanent workaround cannot be found and the next release is not imminent.A vulnerability that impacts Uniphore’s products where ease of exploitability is high.When the Problem triggers the use of an existing resilient system setup (e.g., collector failover).Network Storage backlog between 50% and 80% of capacity.	Initial Response Time: 4 hours   If unresolved within four (4) hours, Uniphore will escalate internally. The escalated issue will be prioritized above routine development and operations work. Customer will be notified of the escalation. Status communications will occur daily until resolved.	Phone call, email, or online ticketing system
3	The Problem causes a minor loss of service or is a minor error.The impact is an inconvenience that may require a workaround to restore functionality or performance.The impact is a minor error, incorrect behavior, or documentation error that does not impede system operation.A vulnerability that has some exploitability probability and requires more information gathering to assess impact.Any reported security incident requiring further investigation to assess impact.	Initial Response Time: 24 business hours   Status updates will be provided every two (2) business days until resolved or a workaround is in place.	Phone call, email, or online ticketing system
4	Adding features or functionality to the platform.An incident with minimal or negligible impact to systems, organizations, or infrastructure that does not result in any loss of confidentiality, integrity, or availability of information.	Initial Response Time: 3 business days   Depending on the complexity of the requested functionality, a meeting may be necessary to determine timelines.	Phone call, email, or online ticketing system

7. DOWNTIME AND MAINTENANCE

Uniphore periodically performs maintenance, repairs, and upgrades to its hosted services. Most activities will not affect Customer usage except for minor interruptions consistent with normal production operations. Uniphore will use commercially reasonable efforts to accomplish maintenance without affecting Customer access; however, emergency or critical repairs may result in temporary service unavailability.

7.1  Uniphore Cloud (X-Platform)

Uniphore reserves the right to periodically update its Cloud Software and Cloud Software Platforms, including maintenance activities. When maintenance activities will affect Customer use of the Services, Uniphore will endeavor to provide at least seventy-two (72) hours’ advance notice for the Customer’s account. Such maintenance activities will occur during the following maintenance windows:

Platform Location	Maintenance Window
India	Monday, 11:30 PM – Tuesday, 1:30 AM IST
Australia	Tuesday, 1:30 AM – 3:30 AM AEST (Monday, 9:00 PM – 11:30 PM IST)
US	Monday, 10:15 PM – Tuesday, 12:30 AM PT (Tuesday, 11:45 AM – 2:00 PM IST) Wednesday, 10:15 PM – Thursday, 12:30 AM PT (Thursday, 11:45 AM – 2:00 PM IST)
EU/DE	Wednesday, 12:30 AM – 3:00 AM GMT (Wednesday, 6:00 AM – 8:30 AM IST)
UK	Wednesday, 3:00 AM – 6:00 AM GMT (Wednesday, 8:30 AM – 11:30 AM IST)
Singapore	Tuesday, 11:00 PM – Wednesday, 1:00 AM SGT (Tuesday, 8:30 PM – 10:30 PM IST)

On rare occasions, Uniphore may need to conduct emergency or unscheduled maintenance. In these cases, Uniphore will provide as much advance notice as reasonably practicable through the distribution list provided by Customer.

7.2  On-Premises Deployments

Uniphore reserves the right to perform routine maintenance to server(s) at the data center according to the following protocols.

Item	Description	Commitment
Standard Maintenance Window	Wednesday: 9:00 PM – 1:00 AM; Sunday: 9:00 AM – 1:00 PM	—
Scheduled Maintenance	Routine, scheduled maintenance performed inside the maintenance window.	Customer will be notified in advance through the designated distribution list.
Non-Scheduled / Emergency Maintenance	May be performed outside the maintenance window and will be counted as unscheduled downtime.	Customer will be notified as promptly as reasonably practicable.

Support Discontinuance (On-Premises Deployments Only): Uniphore agrees to support any given version of the Licensed Product for six (6) months from its official release date, regardless of Customer’s decision to upgrade to the new version.

8. LIMITATION OF THE SLA

This SLA expressly excludes the following:

• Training;
• Installation, configuration, and technical support for Customer equipment or operating systems;
• Technical support, consultation, or problem resolution pertaining to software applications other than those supplied by Uniphore and described in the Agreement;
• Resolution of problems resulting from negligence of the system user, including incorrect data entry, use of altered data or source code, or failure to use the Software in accordance with the applicable user guide;
• Support for development, integration, and custom reports, whether developed by Customer or any party other than Uniphore;
• Any alterations or additions performed by parties other than Uniphore, except for programs using product interfaces expressly provided by Uniphore;
• Use of the Software on an Operating Environment other than that for which such Software was designed, except as expressly prescribed in the applicable user guide;
• Maintenance and support for non-production environments and sandboxes;
• Data migration;
• Issues attributable to third-party platforms, services, or vendor dependencies outside Uniphore’s reasonable control.

Services pertaining to any of the above exclusions are not covered under this SLA. If Customer requires such services, they may be available on a separately scoped and priced basis through Uniphore’s Professional Services organization, subject to mutual agreement and execution of a separate Statement of Work. Uniphore has no obligation to provide such services under this SLA.