Support Terms.

These Support Terms are the “Support Terms” referenced in the MSSA and govern the support services (“Support”) that Contextive provides for the Software and Cloud Services (together, the “Products”) licensed under an Order Form. Support is provided by the Contextive contracting entity identified in your Order Form — Contextive Ltd for Customers domiciled in the United Kingdom or the United States, and Contextive BV for Customers domiciled in the European Union or the rest of the world. Contextive will provide Support using commercially reasonable efforts in accordance with the MSSA (Section 5, Software Support) and the Availability Schedule (Annex 4).

Standard Support is provided during the following business hours, excluding local public holidays, based on the Customer’s domicile:

1. Customer shall nominate up to three (3) authorised support contacts who are entitled to raise 3rd Line and 4th Line queries with Contextive, providing each individual’s name, telephone number, and email address.
2. Nominations and any subsequent changes must be sent to support@contextive.com or logged via the Support Website as soon as practicable after execution of an Order Form.
3. Support requests should be submitted through the Support Website or by email to support@contextive.com, with sufficient detail to identify and reproduce the issue.

Support is delivered across four tiers. First and second line are provided by the Customer’s (or its implementation partner’s) help desk; third and fourth line are provided by Contextive.

Support will be provided only where the Customer’s technical personnel have carried out initial analysis sufficient to allow the issue to be reproduced and have made reasonable efforts to confirm that the issue is a non-conformity in the Software or Cloud Service.

Contextive prioritises issues by severity and uses commercially reasonable efforts to meet the initial-response targets below. These targets are objectives for standard Support and Support+.

*Business hours are the applicable Support hours in Section 2. Targets are measured from Contextive’s receipt of a properly logged 3rd Line request.*

Where the Cloud Services include AI Services (as defined in Annex 2, Artificial Intelligence Terms), Support covers Contextive’s integration and configuration of those AI Services. Because AI Services are delivered using third-party large language models made available to Contextive through Microsoft Azure AI Foundry, Support does not extend to the accuracy, completeness, availability, or behaviour of the Underlying AI Models or any Outputs, which are provided subject to the disclaimers in Annex 2. Support requests relating to AI usage limits, suspension, or re-enablement are handled in accordance with the Fair Use and overage mechanism in Annex 2, Section 3.

Consistent with MSSA Section 5.3, Contextive provides Support for the then-current Update of the Software and for the longer of (i) the two most recent prior Updates, or (ii) twelve (12) months from the release date of the then-current Update (each, a “Supported Release”); for mobile application Software, the Supported Release is the then-current release. Contextive may deliver Updates automatically. Where Updates are not delivered automatically, Customer is responsible for downloading, installing, and configuring them. If Customer no longer operates a Supported Release, Contextive may, at its option, discontinue or separately charge for Support on a time-and-materials basis.

In addition to any exclusions in the Customer’s agreement, and consistent with MSSA Section 9.4, Contextive has no obligation to provide Support to the extent an issue arises from:

• use of the Products or Licensed Materials in breach of the Agreement, or not in accordance with the Documentation;
• modification of the Software by Customer or by a third party not authorised by Contextive;
• installation or use of the Software on a platform, environment, or configuration for which it is not licensed or supported;
• the Customer’s hardware, software, network, or other environmental factors;
• Customer’s failure to install Updates or to operate a Supported Release;
• third-party products, services, content, or integrations not supplied by Contextive, including any Customer Model and the Underlying AI Models; or
• Customer Data, Inputs, prompts, configurations, or Outputs.

Contextive reserves the right to charge for assistance with excluded matters on a time-and-materials basis.

Contextive may update these Support Terms from time to time. The version in effect is identified by the effective date shown above. Material changes that reduce the level of Support during a paid Term will not apply to that Term unless agreed in accordance with the MSSA.