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Omnifold Support Policy

Last updated: September 28, 2026

This document sets forth the Omnifold Support Policy (“Support Policy”) referenced in the Master Subscription Agreement. This Support Policy is governed by the Agreement and all provisions of the Agreement apply to this Support Policy. If there is any conflict between this Support Policy and the Agreement, the Agreement will prevail with respect to matters within its scope. Capitalized terms not otherwise defined herein have the meanings ascribed to them in the Agreement. For purposes of the Support Policy, the terms “We/we”, “Us/us”, and “Our/our” shall refer to Omnifold, and the terms “You/you” and “Your/your” shall refer to Customer.

1. Service Level Agreement

a. Outages. “Outage” means that our monitoring software has determined that the Products are unavailable or that the Products contain an error that cannot be reasonably circumvented and that so substantially impairs the performance or capabilities of the Products as to effectively render the Products unusable. Outages specifically exclude the following circumstances:

i. during standard maintenance windows, which occur each week between 7:00 pm Friday and 4:00 am Saturday, Pacific Standard/Daylight Time;

ii. during planned, but non-standard, scheduled maintenance windows, for which we will provide at least forty-eight (48) hours advance notice and use commercially reasonable efforts to minimize the impact on availability;

iii. to address an emergency issue (e.g. critical security update), for which we will provide notice no later than forty-eight (48) hours after the occurrence and use commercially reasonable efforts to minimize the impact on availability;

iv. issues caused by your acts or omissions;

v. failures of the Internet backbone itself and/or the network by which you connect to the Internet backbone;

vi. unavailability of non-production systems, including, but not limited to, pilot, preview, sample, and sandbox, or any systems used in pre-production phases;

vii. circumstances beyond our reasonable control that could not be avoided by the exercise of due care, including, without limitation, act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, labor strike (unless involving our employees), Internet service provider failures or delays, or denial of service attacks.

b. Uptime. “Uptime” means the percentage of total minutes in a calendar month during which the Products are not experiencing an Outage. Uptime is calculated for each Subscription as an aggregate for all Products in the Subscription. Our records and data will be the basis for all Uptime calculations and Outage determinations.

c. Availability Commitment. “Availability Commitment” means Uptime of 99.5% or greater in each full calendar month during a Subscription Term.

d. Service Credits. If the Uptime for a Subscription falls below the Availability Commitment during a calendar month of the Subscription Term, you will receive service credits, as follows:

i. if you renew your Subscription, you will receive credit towards the renewal, in the amount of one (1) day of pro-rata annual Subscription fees for each Outage hour (or fraction thereof) in excess of the Availability Commitment; or

ii. if you do not renew your Subscription, your then-current Subscription Term will be extended by one (1) business day for each Outage hour (or fraction thereof) in excess of the Availability Commitment.

e. Service Credit Cap. Service credits will not exceed fifteen (15) days for any calendar month, or thirty (30) days for any year of a Subscription Term, counting each day of fees under Section 1(d)(i) and each day of extension under Section 1(d)(ii) as one day.

f. Claims. To receive service credits, you must request them by e-mail to support@omnifold.ai within thirty (30) days after the end of the calendar month in which the Outage occurred, identifying the affected Subscription and the dates of the Outage. If you do not request service credits within that period, you will not be entitled to service credits for that month.

g. Sole Remedy. The service credits in Section 1(d) are your sole and exclusive remedy, and our entire liability, for any Outage or any failure to meet the Availability Commitment.

2. Support Requests

a. Issue Logging. You may log support issues 24 hours a day, 7 days a week, 365 days a year, by sending an e-mail to support@omnifold.ai.

b. Support Representative. Your support representative is available to respond to requests and log issues during Business Hours. “Business Hours” means 9:00 a.m. to 6:00 p.m. Pacific Time, Monday through Friday, excluding U.S. federal holidays.

c. Issue Classification. We will classify and use commercially reasonable efforts to respond to each reported support issue according to the following table:

Severity Level	Description	Response Time
1 – Critical	The Products suffer an error or issue in a production down situation that cannot be reasonably circumvented and renders the Products, or components of the Products that are critical to the Customer's business, effectively unusable.	Within 2 hours of issue reporting, 24 hours per day, 7 days per week
2 – Serious	The Products suffer an error or issue in production that cannot be reasonably circumvented and substantially impairs the use of one or more portions or features of the Products required by Customer to perform necessary business functions, but does not render the Products effectively unusable.	Within 4 Business Hours
3 – Moderate	The Products suffer a low impact error or issue that impairs the use of certain features and can be reasonably circumvented.	Following business day
4 – Minor	The Products suffer a minor or cosmetic issue that does not materially impair use.	Following business day

d. Issue Resolution.

i. Severity 1 (Critical) Issues. We will respond to and work continuously to resolve an Outage or other Severity 1 issue on a 7x24x365 basis. Our business continuity and disaster recovery program is more fully described in our Security Addendum at https://omnifold.ai/security-addendum.

ii. Severity 2 (Serious) Issues. We will respond to and work continuously during Business Hours to diagnose the root cause of a Severity 2 issue, and to make commercially reasonable efforts to resolve the issue promptly. If a Severity 2 issue can be safely fixed through software configuration, it can often be resolved within 1-5 business days. If a Severity 2 issue can be safely fixed with a software patch, it can often be resolved in the next scheduled hot-fix, which occur approximately every 4-6 weeks. In some circumstances, a Severity 2 issue will require a software change that cannot be safely deployed outside a regular release cycle, in which case, it would be resolved in the next scheduled release.

iii. Severity 3 (Moderate) and Severity 4 (Minor) Issues. We prioritize these issues according to severity, impact, and number of customers affected.

3. Product Improvements

We may modify the Products from time to time in our sole discretion in order to improve the customer experience, including, without limitation, adding new functionality, correcting errors, or improving performance.

4. Notices

Notices required under this Support Policy may be provided by e-mail or by making such notices conspicuously visible to Customer’s administrators upon log-in to the Products.