Enterprise Support and Maintenance Terms

This Exhibit A - Enterprise Support and Maintenance Terms ("Schedule") is incorporated into the Parties' Agreement for all purposes, if included in Your Subscription Plan.

Helpdesk Support. Ory will provide reasonable helpdesk support to You via email, dedicated slack channel, and 24/7 ticketing system (Zendesk).
Reporting; Acknowledgement. You shall report Errors in the manner specified on the Ory Platform. Ory shall use a "trouble ticket" solution to track reported Errors and other requests for support and maintenance (each a “Service Request”). Upon receipt of Service Request, Ory (i) shall assign the appropriate priority to the Error, consistent with the table set out in Section 6 (Target Acknowledgement Time Matrix) (the “Target Acknowledgement Time Matrix”), below; provided that, in all cases, such determinations shall be consistent with good industry practice; and (ii) shall use commercially reasonable efforts to acknowledge the Service Request within the parameters set by the Target Acknowledgement Time Matrix.
Your Assistance. You shall provide information and assistance reasonably requested by Ory, and shall timely assist Ory, for example, in reproducing the Error at issue.
Resolution of Support Requests. Ory shall use commercially reasonable efforts to correct material Issue that You report in connection with Support Requests and make such Issue Corrections in a timely manner, commensurate with the severity of the Issue.
Limitations. Ory shall not be obligated to provide support and maintenance for Issues (i) that are attributable to third party products, or the installation, administration, and use of enabling technologies such as databases, computer networks, and communications systems that are not provided or approved by Ory, or (ii) that cannot be reproduced by Ory after commercially reasonable efforts to do so.
Target Acknowledge Time Matrix

Severity Level	Support Channels	Response Time
Severity 1	Ticketing System	30 minutes
Severity 2	Ticketing System	60 minutes
Severity 3	Ticketing System, Slack Channel	1 business day
Severity 4	Ticketing System, Slack Channel	2 business day

Issue Severity

Severity Level	Description
Severity 1	A critical incident that either poses a security risk or has a widespread impact on business operations. This may include major service outages or breaches that affect a large number of users or critical data.
Severity 2	A major incident where a crucial feature or functionality is impaired. This doesn't halt operations but may hinder productivity or cause significant inconvenience.
Severity 3	Queries or issues related to specific features or functions but not affecting the overall service performance. Typically, the business operations remain unaffected.
Severity 4	Issues that have minimal impact on users, such as cosmetic glitches or requests for new features. They don't impose immediate threats or major inconveniences.

Severity Level

Support Channels

Response Time

Severity 1

Ticketing System

30 minutes

Severity 2

Ticketing System

60 minutes

Severity 3

Ticketing System, Slack Channel

1 business day

Severity 4

Ticketing System, Slack Channel

2 business day

Severity Level

Description

Severity 1

A critical incident that either poses a security risk or has a widespread impact on business operations. This may include major service outages or breaches that affect a large number of users or critical data.

Severity 2

A major incident where a crucial feature or functionality is impaired. This doesn't halt operations but may hinder productivity or cause significant inconvenience.

Severity 3

Queries or issues related to specific features or functions but not affecting the overall service performance. Typically, the business operations remain unaffected.

Severity 4

Issues that have minimal impact on users, such as cosmetic glitches or requests for new features. They don't impose immediate threats or major inconveniences.