Tangible Support Services Policy

Standard Support Services

1. Provision of Standard Support

Subject to the Customer paying the applicable Subscription Fees, the Supplier shall provide the Customer with the standard support services described in this clause (“Standard Support“) for the duration of the Subscription Term.

The Supplier shall perform the Standard Support with reasonable care and skill.

2. Scope of Standard Support

Standard Support includes:

a. responding to reasonable questions concerning the operation and use of the Software;

b. investigating reported errors, faults or interruptions affecting the Software;

c. providing reasonable assistance to identify whether a reported issue is caused by the Software, the Customer’s systems, Customer Data or a third-party product or service;

d. correcting reproducible defects in the Software, or providing a reasonable workaround, at the Supplier’s discretion;

e. providing access to the Supplier’s standard user documentation, guidance materials and knowledge base, where available; and

f. making generally released updates, patches and defect corrections available to the Customer in accordance with the Supplier’s standard release process.

3. Support Hours and Contact Method

Standard Support shall be available between 09:00 and 17:00 UK time on Business Days (“Support Hours“).

The Customer must submit Support Requests through email to tech@plyable.com.

Support provided outside the Support Hours is not included in Standard Support unless otherwise agreed in writing.

4. Priority Classification and Response Targets

The Supplier shall use reasonable efforts to provide an initial response to a Support Request within the following target times:

The priority of a Support Request shall be determined by the Supplier, acting reasonably, based on the information available and the actual impact of the issue. The Supplier may reclassify a Support Request where its initial priority classification does not reflect the actual impact.

The response times above are targets for the Supplier’s initial substantive response and are not guaranteed resolution times. Unless expressly stated in a separate Service Level Agreement, failure to meet a response target shall not entitle the Customer to service credits, refunds or termination rights.

5. Customer Responsibilities

When submitting a Support Request, the Customer shall:

a. provide a clear description of the issue and its effect on the Customer’s use of the Software;

b. provide screenshots, error messages, logs, example files and other relevant information reasonably requested by the Supplier;

c. identify the steps necessary to reproduce the issue, where reasonably possible;

d. ensure that suitably knowledgeable personnel are available to assist the Supplier;

e. implement any reasonable workaround or corrective action recommended by the Supplier; and

f. provide the Supplier with such remote access to relevant systems, accounts or environments as is reasonably necessary to investigate the issue, subject to the parties’ applicable security and data-protection requirements.

Any response or resolution target shall be suspended while the Supplier is awaiting information, access, approval or action reasonably required from the Customer.

6. Exclusions

Standard Support does not include issues arising from:

a. use of the Software contrary to the Agreement, the Documentation or the Supplier’s reasonable instructions;

b. incorrect, incomplete, corrupted or incompatible Customer Data;

c. changes, modifications or integrations not made or approved by the Supplier;

d. third-party software, equipment, systems, services, networks or internet connectivity;

e. the Customer’s failure to use a supported browser, operating system, software version or technical environment;

f. misuse, unauthorised access, negligence or accidental damage caused by the Customer or a third party acting on its behalf;

g. faults that the Supplier cannot reasonably reproduce;

h. continued use of the Software after the Supplier has advised the Customer of a corrective action, update or workaround; or

i. beta, trial, evaluation or pre-release functionality, unless otherwise stated in the applicable Order Form.

Where the Supplier provides assistance in relation to an excluded issue, it may charge the Customer for that assistance at its then-current professional services rates, provided that the Supplier informs the Customer before incurring any charge.

7. Services Not Included

Unless expressly included in an Order Form, Standard Support does not include:

a. initial implementation, onboarding or data migration;

b. preparation, cleansing, conversion or entry of Customer Data;

c. bespoke configuration, integrations, reports or software development;

d. on-site support;

e. formal or repeated user training;

f. preparation or maintenance of the Customer’s costing models, material databases, labour rates, machine rates, assumptions or quotation templates;

g. validation or approval of quotations, prices, manufacturing routes, production times, material selections or commercial decisions produced using the Software;

h. composite manufacturing, engineering, regulatory, quality, financial or commercial consultancy; or

i. support required because of changes to the Customer’s business processes, systems or third-party products.

Such services may be provided under a separate statement of work and may be subject to additional fees.