Support Policy

This policy forms Schedule 1 of the Master Services Agreement.

Support Availability

Exenai will provide Support Services during Support Hours (09:00 to 18:00 UK time, Monday to Friday excluding Recognised Holidays).

Support Channels

Support Services are provided via:

• Web-based support portal;
• Email support;
• Telephone support (for critical issues only).

Eligible Users

Only authorised Customer administrators or designated contacts may request Support Services.

Service Levels

Exenai aims to respond to support requests in accordance with the following target response times:

• P1 — Critical issue: complete service outage or significant data loss — 1 hour
• P2 — High-impact issue: major functionality degraded with no workaround — 8 hours
• P3 — Normal issue: standard functionality impaired, workaround available — 48 hours
• P4 — Low-priority request: general enquiry, feedback, or cosmetic issue — 5 business days

Beta Services and Governance Actions

Beta Services (services or features identified as beta, early access, or preview) are excluded from the service levels above and are supported on a reasonable-efforts basis. The operation of Exenai Connect policy controls — blocks, interceptions, rate or cost caps, and approval holds — in accordance with configured policy is proper performance of the Services, does not constitute a service issue, and is excluded from availability and response-time calculations.

Support Boundaries

Exenai supports the Exenai Platform, Exenai Connect (including the Connect App Host), and Exenai Library Content. Support Services do not cover the Customer's own AI clients (e.g. Claude, ChatGPT, Copilot) or the internal logic and content of customer-created applications.

Upgrades and Maintenance

Scheduled maintenance and upgrades are communicated at least 48 hours in advance where feasible and will be performed outside of Support Hours whenever possible.

Excluded Support

Support Services do not include:

• Support for third-party software not provided by Exenai (including AI clients);
• Support required due to unauthorised modification or misuse of the Services;
• Training services (unless included in the Order Form);
• Professional Services (subject to separate scope).

Additional Support Fees

Exenai reserves the right to charge at standard Professional Services rates for any support requests that fall outside the defined scope of this Schedule.