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Optigo Networks Support & Maintenance Policy

OPTIGO NETWORKS INC.
SUPPORT & MAINTENANCE POLICY
Effective Date: June 7, 2024

This Support & Maintenance Policy (“Policy”) describes the support and maintenance services provided by Optigo Networks Inc. (“Optigo”, “we”, “our”) in connection with its products and services (the “Services”).

This Policy forms part of, and is incorporated by reference into, Optigo’s Terms of Use and applicable customer agreements (collectively, the “Agreement”). In the event of a conflict, the Agreement governs.

1. OVERVIEW

Optigo provides technical support and ongoing maintenance to help ensure the Services operate in a manner consistent with applicable documentation.Support is designed to assist customers in the standard use and operation of the Services. It is not a substitute for customer IT responsibilities or managed services unless otherwise agreed in writing.

2. SUPPORT SCOPE

Optigo will use commercially reasonable efforts to provide support for:
  • Troubleshooting issues related to the operation of the Services
  • Identifying and resolving defects or errors in the Services
  • Providing guidance on configuration, setup, and standard functionality
  • Clarifying documentation and expected system behavior

Exclusions

Unless otherwise expressly agreed in writing and may be an additional expense, support does not include:
  • Custom development, integrations, or scripting
  • Professional services, implementation, or architecture design
  • On-site support
  • Support for third-party systems, hardware, or networks not controlled by Optigo
  • Issues caused by:
    • Misuse or unauthorized modification of the Services
    • Customer environment, infrastructure, or configurations
    • Third-party software or services
    • Failure to follow documentation or recommended practices

3. SUPPORT CHANNELS

Support requests may be submitted through: Optigo may modify or introduce support channels at its discretion.

4. SUPPORT HOURS

Standard support is provided during:Monday to Friday, 6:00 AM – 5:00 PM Pacific Time, excluding statutory holidays.Optigo may, at its discretion, respond to requests outside these hours, particularly for high-impact issues, but does not guarantee availability outside standard support hours.

5. RESPONSE TARGETS (NON-BINDING)

Optigo may prioritize and respond to support requests based on severity and business impact.While Optigo may maintain internal response targets, all response times are objectives only and are not guaranteed.For clarity, this Policy does not create any obligation to meet specific response or resolution times.

6. ISSUE PRIORITIZATION

Optigo will determine issue severity in its reasonable discretion, considering factors such as:
  • Extent of service impact
  • Number of users or systems affected
  • Availability of workarounds
  • Operational or business impact
Customers are expected to provide accurate and timely information to assist in prioritization.

7. MAINTENANCE AND SERVICE UPDATES

Optigo will perform ongoing maintenance to support the reliability, security, and performance of the Services, which may include:
  • Bug fixes, patches, and error corrections
  • Security updates and vulnerability remediation
  • Performance improvements
  • Feature enhancements and product updates

Scheduled Maintenance

Optigo may perform scheduled maintenance that may temporarily impact availability. Where reasonably practicable, advance notice will be provided for maintenance expected to materially impact the Services.

Emergency Maintenance

Optigo may perform emergency maintenance without prior notice where necessary to address security risks, system stability, or other urgent issues.

8. CUSTOMER RESPONSIBILITIES

To receive effective support, customers agree to:
  • Provide sufficient detail to enable issue diagnosis and reproduction
  • Respond promptly to requests for additional information
  • Maintain compatible systems, environments, and network configurations
  • Implement updates, patches, or recommended configurations where required
  • Use the Services in accordance with documentation and the Agreement

Failure to meet these responsibilities may limit Optigo’s ability to provide support.

9. SERVICE LIMITATIONS

Support and maintenance are provided on an “as available” and “commercially reasonable efforts” basis.This Policy:
  • Does not constitute a Service Level Agreement (SLA)
  • Does not include uptime guarantees, response time guarantees, or resolution commitments
  • Does not create service credits, penalties, or remedies
Any enhanced support levels or SLAs must be set out in a separate written agreement signed by both parties.

11. POLICY CHANGES

Optigo may update this Policy from time to time. Updates will be posted on Optigo’s website or otherwise communicated.Continued use of the Services after an update constitutes acceptance of the revised Policy.

12. CONTACT

For support inquiries:
Email: support@optigo.net