Cyngular Security LTD. Maintenance and Support Program

1. Maintenance Services

1. Cyngular will provide remedial and preventive maintenance and support services to the THIRDhub Platform as outlined in Cyngular’s SLA (“Maintenance Services”). These services are designed to keep the most current release of the THIRDhub Platform in good operating condition, subject to the terms of the THIRDhub Platform Agreement (“Agreement”).
2. Cyngular’s obligation to provide Maintenance Services is dependent on:
   • The Agreement being in effect;
   • The User fulfilling all obligations outlined in the Agreement and this Program.
3. Cyngular is not obligated to provide services resulting from:
   • Abuse, misuse, accident, or neglect;
   • Unauthorized repairs, alterations, or customizations;
   • Non-compliance with Cyngular’s requirements;
   • Use of the THIRDhub Platform for unintended purposes;
   • Integration with third-party software;
   • Inadequate backups that prevent reinstallation.

2. Updates and New Versions

1. During the Agreement term, Cyngular will provide updates to the THIRDhub Platform at no additional cost. Updates include modifications and improvements required to meet Cyngular’s specifications for the licensed modules.
2. Cyngular will maintain prior versions of the THIRDhub Platform for 18 months after a new version release or until the Agreement is terminated. Upon receiving updates, Users may retain one copy of the previous version for archival purposes only.

3. Service Level Agreement (SLA)

3.1. Scope

Cyngular will support the THIRDhub Platform, addressing technical or installation problems and documentation errors categorized as defects (“Defects”).

3.2. Initiating Support Requests

Support calls must be initiated by a designated User Representative through a Support Request sent to [email protected].

3.3. Handling of Support Requests

1. The User Support Team (UST) will recreate reported Defects in Cyngular’s labs using the relevant out-of-the-box version of the Platform.
2. Cyngular may request:
   • Additional information (e.g., screenshots, logs);
   • Troubleshooting activities;
   • Installation of patches or files with reported outcomes;
   • Fixes for recreated Defects according to established timelines.
3. Cyngular will not support:
   • Problems unrelated to the Platform;
   • Customized or modified versions of the Platform;
   • Issues where preventive maintenance was not performed as directed.

3.4. Priority Levels

Priority Level	Criteria	Initial Response Time	Status Update
Level 1 (Critical/Urgent)	Total loss of core functionality; no workaround available.	Within 12 hours	24 Business Hours
Level 2 (High)	Severe performance problems; no workaround available.	Within 24 Business Hours	36 Business Hours
Level 3 (Normal/Medium/Low)	Minor technical issues with slight inconvenience.	2 Business Days	4 Business Days

3.5. Additional Notes

• Standard business hours are 9 AM to 5 PM EST.
• Response time is the period from the case’s creation to Cyngular’s first attempt to contact the User.
• Issues outside business hours will be treated as if initiated at 8 AM the next business day.

3.6. Resolved Queries

An issue is considered resolved when:

• The issue is fixed;
• The source is identified as a third party;
• The User does not respond within seven consecutive days.