General Service Level Support Terms
LAST UPDATE: April 29, 2026
General Service Level Support Terms governing Factory's service availability, support procedures, and escalation processes.
Up-Time and Reliability
Factory will use reasonable commercial efforts with the intent that Services will be available and operational to Customer for 99% of all Scheduled Availability Time. "Scheduled Availability Time" shall be defined as twenty-four (24) hours a day, seven (7) days a week, excluding: (i) scheduled maintenance downtime; (ii) maintenance downtime for specific critical Service issues; and (iii) any downtime due to defects caused by Customer or its vendors, third-party connections, utilities, or by other forces beyond the control of Factory (such as downtime from Factory's LLM providers, internet outages or outages with respect to Customer's network or internet access) (collectively, "Excused Downtime"). Factory shall use reasonable efforts to provide advance notice in writing or by email of any scheduled service disruption.
Maintenance
Factory will make available to Customer as part of the Services, all generally available enhancements, updates and bug fixes to the Services.
Customer Responsibility
In addition to other responsibilities contained herein, Customer will be responsible for ongoing maintenance, management and accuracy of the vendor profile data. Additionally, Customer will be responsible for communicating and managing its registration, training and change management process.
Support
Factory is available to receive product support inquiries via email or the Factory website 24 hours per day. Factory Standard Support Hours are 06:30 to 15:30 Pacific Time Monday through Friday for technical information, technical advice and technical consultation regarding Customer's use of the Services.
Customer Support List
Customer shall provide to Factory, and keep current, a list of designated contacts and contact information (the "Support List") for Factory to contact for support services. Such Support List shall include (i) the first person to contact for the answer or assistance desired, and (ii) the persons in successively more responsible or qualified positions to provide the answer or assistance desired.
Classification of Problems
Factory shall classify each problem encountered by Customer according to the following definitions and will use reasonable commercial efforts to address the problem in accordance with such classification according to the table below.
Exclusions
For the purposes set forth in this Exhibit A, Factory shall have no obligation to support: (i) altered or damaged Services or any portion of the Services incorporated with or into other software; (ii) any Services that are not the then current release or immediately Previous Sequential Release; (iii) Service problems caused by Customer's negligence, abuse or misapplication, use of the Services other than as specified in Factory's user manual or other causes beyond the control of Factory; (iv) Services installed on any Equipment or hardware that is not provided by Factory; or (v) third-party products not provided by Factory. Factory shall have no liability for any changes in Customer's hardware which may be necessary to use the Services due to a Workaround or maintenance release.
Definitions
"Previous Sequential Release" means the release of the Service which has been replaced by a subsequent release of the same Service. Notwithstanding anything else, a Previous Sequential Release will be supported by Factory only for a period of twelve (12) months after release of the subsequent release.
"Workaround" means a change in the procedures followed or data supplied by Customer to avoid an error in the Services which significantly degrades the Services as compared to Factory's published performance specifications, without substantially impairing Customer's use of the Service.
Severity Levels and Response Times
| Priority Code | Priority Description | Action Required | Expected Response Times | Guaranteed Response Times |
|---|---|---|---|---|
| P1 | Mission Critical. Data collection services and data reporting services are down, causing critical impact to business operations; no workaround available. | Escalation in accordance with provisions in "Escalation Procedures" section below. | Factory will provide a status update by telephone and/or e-mail within one (1) business hour within the initial occurrence of the P1 issue. Factory's goal for resolution of P1 issues is within one (1) calendar day of Customer's receipt of issue notification. | Factory will provide a status update by telephone and/or e-mail within four (4) business hours of the initial occurrence of the P1 issue. |
| P2 | High. Data collection services and data reporting services are significantly degraded and/or impacting significant aspects of business operations. | Escalation in accordance with provisions in "Escalation Procedures" section below. | Factory will provide a status update by telephone, e-mail, or via automated notification within the reporting interface of the Measurement Services as mutually agreed upon by the parties, as warranted until (i) the problem is resolved, (ii) an acceptable workaround is found or (iii) the problem is determined to be outside of Factory's ability to control. | Factory will provide a status update within eight (8) business hours of the initial occurrence of the P2 issue. |
Escalation Procedures
| Priority Code | Contact Type | Name of Factory Contact / Role | Contact Email Address | Time Delay Before Escalation to Next Level |
|---|---|---|---|---|
| P1 | Primary | Key Tech Staffer / First Available | emergency@factory.ai | 2 hours |
| P1 | Secondary | Dedicated Account Manager | support@factory.ai | 4 hours |
| P2 | Primary | All Staff / First Available | emergency@factory.ai | 8 hours |
| P2 | Secondary | Dedicated Account Manager | support@factory.ai | 12 hours |
