TECHNICAL SUPPORT POLICY - STANDARD

Capitalized terms used but not defined herein have the meaning set forth in the Master License and Services Agreement or the Order Form in which this Technical Support Policy (this “Policy”) is referenced. Where ordered under the applicable Order Form, Ditto will provide Customer with Support services in accordance with this Policy:

1. SCOPE

This Policy sets forth Ditto’s technical support terms and conditions, as well as provides a description of Ditto’s support levels. The scope of the Support provided to Customer includes general assistance and support regarding the use of the Software and/or the SaaS, as applicable.

• (a) Normal Hours of Operation: 8 am to 5 pm Eastern time, Monday–Friday excluding U.S. Federal holidays
• (b) Method: web or email
• (c) Annual Incidents: unlimited

2. DEFINED TERMS

Capitalized terms not defined herein have the definition set forth in the applicable agreement to which this schedule is attached.

• (a) “Business Day” means Monday through Friday other than a day designated from time to time as a national holiday in the place from which Support may be provided.
• (b) “Incident” means a single question or issue posed by the Customer using the Support.

3. SUPPORT REQUESTS

All Support requests must be submitted via email to support@ditto.live or via the Support portal. In either case, the submission needs to be made in order to engage a Ditto resource. Once the Support request is filed, the most optimal method of contact may be utilized (web, email). Severity Levels are assigned to each support request. Severity level 1 and 2 issues must be filed via the web-based support portal. Severity level 3 issues may be filed via email or the web-based Support portal. All e-mail based Support requests will be treated as severity level 3.

4. SUPPORT LEVELS AND RESPONSES

Ditto will use commercially reasonable efforts to meet the targeted response times set forth below. Customer acknowledges that the time required for resolution of issues may vary depending on the specific circumstances of each reported problem, including, without limitation, the nature of the incident or reported problem, the extent and accuracy of information available about the incident or problem, and the level of Customer’s cooperation and responsiveness in providing materials, information, access and support reasonably required by Ditto to achieve problem resolution. Ditto addresses problem resolutions through a number of mechanisms.

Severity Levels

Severity Level	Description	Target Response
Level 1	A major production error within the Software or SaaS that severely impacts the Customer’s use of the Software or SaaS for production purposes, such as the loss of production data or where production systems are not functioning and no work-around exists.	4 Business Hours Ditto will use continuous efforts during the Normal Hours of Operation stated above to provide a resolution for Level 1 errors as soon as is commercially reasonable.
Level 2	An error within the Software where the Software or SaaS is functioning for production purposes but in a reduced capacity, such as a problem that is causing significant impact to portions of Customer’s business operations and productivity, or where there is a potential loss or interruption of service.	1 Business Day Ditto will use reasonable efforts during the Normal Hours of Operation stated above to provide a resolution for any Level 2 errors.
Level 3	A medium-to-low impact error that involves partial or non-critical loss of functionality for production purposes or development purposes, such as a problem that impairs some operations but allows the Customer’s operations to continue to function. Errors for which there is limited or no loss of functionality or impact to the Customer’s use of the Software or SaaS and for which there is an easy work-around.	2 Business Days Ditto will use reasonable efforts to provide a resolution for errors in time for an upcoming Update to the Software or SaaS as applicable. All inbound production email cases shall have an initial status of Level 3.

5. CUSTOMER OBLIGATIONS

Customer is responsible for ensuring that its personnel that interact with Ditto have sufficient language and technical skills and respond to and cooperate with Ditto in a timely manner in connection to requests for Support. Customer agrees and acknowledges that the extent of access and the accuracy of information and technical data provided may affect Ditto’s ability to provide the Support. As a precondition for requesting Support from Ditto, Customer agrees to (and to cause each of its developers to) use reasonable efforts to:

• (a) attempt to solve the reported problem and to utilize sufficient resources to clearly confirm that a problem exists, before consulting Ditto;
• (b) provide Ditto with sufficient information and technical data in order for Ditto to establish that a reported problem is not the kind of problem that is excluded by Support as stated in Section 6 (Exclusions);
• (c) make reasonable attempts and expend reasonable resources to provide any data reasonably requested by Ditto to adequately address the reported problem; and
• (d) utilize sufficient resources to understand the instructions from Ditto in addressing the reported problem, and make reasonable attempts to correct the reported problem as suggested by Ditto.

6. EXCLUSIONS

(a) Ditto will have no obligation to provide Support to Customer in the event that:

• (i) the Software has been changed, modified or damaged by Customer or anyone other than Ditto;
• (ii) the problem is caused by Customer’s negligence, misconduct, or misuse of the Software or SaaS (including use in breach of the Agreement or Documentation), or other causes beyond the reasonable control of Ditto;
• (iii) the problem is due to Third-Party Components.

(b) The Support does not cover the support of any Third-Party Components which integrates with the Software.

(c) The Support does not include the following:

• (i) installation, configuration, management and operation of Customer’s applications;
• (ii) provision, maintenance, or support for APIs, interfaces or data formats other than those included with the Software or SaaS; or
• (iii) any training.

Last Updated: May 15, 2025