Support coverage and response commitments

1. Scope

This Support SLA applies when an AethosHub order form expressly includes Standard Support, Priority Support, or Business Critical Support. It covers reproducible issues in supported, unmodified Agent Access Manager software running in a supported configuration during the applicable subscription term.

Support includes product diagnosis, reasonable configuration guidance, and access to generally available updates and security patches for the licensed edition. Architecture work, implementation, custom integration, migration, training, managed operations, and onsite work are professional services unless the order expressly includes them.

2. Coverage and initial response targets

• Standard Support is included with Standard Edition.
• Priority Support is included with Professional Edition and may be purchased for Standard Edition at 15% of annual license value, subject to a $12,000 annual minimum.
• Business Critical Support is a Professional Edition add-on priced at 25% of annual license value, subject to a $30,000 annual minimum.

Commercial amounts may be replaced by the pricing in a signed order form.

3. Severity levels

AethosHub may reclassify a request based on observed impact and will explain a material severity change. A security concern is not automatically P1; severity depends on exploitability, affected deployment, exposure, and operational impact.

4. How response targets are measured

• Initial response means a substantive acknowledgement by support personnel who begin triage, request necessary information, or propose a next diagnostic action. Automated receipt confirmation does not count.
• Business hours means the 8-hour weekday support window and time zone identified in the order form, excluding published local holidays. If the order does not identify one, AethosHub will confirm it during onboarding.
• Business day means one business-hours coverage day for the applicable plan.
• For 24x7 covered severities, elapsed time runs continuously after a complete request reaches the designated support channel.
• For other requests submitted outside coverage hours, measurement begins at the start of the next coverage window.
• Measurement pauses while AethosHub is waiting for requested access, logs, reproduction details, decisions, or other customer action reasonably required to continue.

5. Customer responsibilities

The customer must:

• use the designated support channel and an authorized named contact;
• provide edition, exact version, environment, deployment model, impact, start time, recent changes, reproduction steps, sanitized logs, and available correlation identifiers;
• maintain supported versions, configurations, backups, monitoring, qualified administrators, and customer-infrastructure vendor support;
• remain available continuously for active P1 or 24x7 P2 collaboration and promptly test proposed mitigations;
• prevent secrets and unrelated personal data from being placed in tickets or diagnostic files; and
• make all final decisions and changes in customer-controlled infrastructure unless separately authorized in writing.

If the designated customer contact becomes unavailable during an active critical incident, AethosHub may reduce the severity or pause active work until collaboration resumes.

6. Support and escalation process

1. Open a support request using the designated customer contact and classify impact using this guide.
2. AethosHub validates entitlement, acknowledges the request, and begins triage.
3. The parties collaborate on diagnosis, workaround, remediation, or referral to the responsible infrastructure or provider vendor.
4. For Priority and Business Critical plans, use the private channel or phone escalation supplied during onboarding when the applicable severity is covered there.
5. A request is resolved or closed when the issue is corrected, a reasonable workaround is accepted, the problem is outside scope, requested information is not supplied after reasonable follow-up, or the parties otherwise agree.

Root-cause analysis is included for Business Critical incidents when technically feasible and materially attributable to the supported software. It is not guaranteed where evidence is unavailable or the root cause lies in customer infrastructure or a third-party service.

7. Updates, patches, and maintenance

Because the software is customer-managed, AethosHub does not schedule or execute customer production maintenance under support alone. We provide applicable releases and notices; the customer assesses, tests, backs up, schedules, and applies them. Go-live, upgrade planning, or hands-on assistance is included only to the extent stated for the plan or purchased as professional services.

8. Exclusions

Response targets do not apply to:

• expired subscriptions, evaluation editions, unsupported releases, or configurations outside licensed scope;
• customer or third-party infrastructure, networks, identity systems, databases, model providers, MCP servers, or other dependencies;
• unauthorized modifications, unapproved integrations, misuse, or failure to follow documentation;
• scheduled customer maintenance, force majeure, internet-wide events, or circumstances outside AethosHub's reasonable control;
• professional services, feature requests, performance tuning, or issues that cannot be reproduced or reasonably diagnosed from supplied evidence; or
• a customer's failure to maintain backups, capacity, secure configuration, monitoring, or timely cooperation.

9. Relationship to the commercial agreement

This Support SLA is incorporated only when referenced by an order form or agreement. The order form controls plan, term, fees, and any negotiated variation. The Software Subscription and License Agreement controls warranties, disclaimers, liability, confidentiality, and termination. No service credit applies unless a signed order form expressly creates one.