This page is intended as a first introduction to Akamas Maintenance & Support (M&S) Services.

Please refer to the specific contract in place with your Company.

Akamas M&S Services include:

• access to Software versions released as major and minor versions, service packs, patches, and hotfixes according to Support levels for software versions.

• assistance from Akamas Customer Support for inquiries about the Akamas product and issues encountered while using Akamas products where there is a reasonable expectation that issues are caused by Akamas products, according to Support levels for Customer Support Services

Akamas M&S Services do not include any installation and upgrade services, creation of any custom optimization packs, telemetry providers, or workflow operators, or implementation of any custom features and integrations that are not provided out-of-the-box by the Akamas products.

Akamas Customer Support Services are delivered by Akamas support engineers, also called Support Agents, who will work remotely with Customer to provide a temporary remedy for the incident and, ultimately, a permanent resolution. Akamas Support Agents automatically escalate issues to the appropriate technical group within Akamas and notify Customers of any relevant progress. Akamas provides Customers with the ability to escalate issues when appropriate.

Please notice that Customer Support services are not to be considered as alternatives to product documentation and training, or to professional and consulting services, so adequate knowledge of Akamas products is assumed when interacting with Akamas Customer Support. Thus, during the resolution of a reported issue Support Agents may redirect Customer to training or professional services (that are not part of the scope of this service).

Akamas Customer Support Services provides different standard levels of support. Please verify the level of support specified in the contract in place with your Company.

Severity levels

The following table describes the different severity levels for Customer Support.

Support conditions

The contract in place with the Customer specifies the level of support provided by Akamas Agents, according at least to the following items:

• Maximum number of support seats: this is the maximum number of named users within the Customer organization who can request Akamas Customer Support.

• Language(s): these are the languages that can be used for interacting with Akamas Support Agents - the default is English.

• Channel(s): these are the different communication channels that can be used to interact with Akamas Agents - these may include one or more options among web ticketing, email, phone, and Slack channel.

• Max Initial Response Time: this refers to the time interval occurring from the time a request is opened by Customer to Customer Support and the time a Support Agent responds with a first notification (acknowledgment).

• Severity: this is the level of severity associated with a reported issue, which initially corresponds to the severity level originally indicated by the Customer. Notice that the severity level may change, for example as new information becomes available or if Support Agents and Customer agree to re-evaluate it. Please notice that the severity level may be downgraded by Support Agents if Customer is not able to provide adequate resources or responses to enable Akamas to continue with its resolution efforts.

• Initial Remedy: this refers to any operation aimed at addressing a reported issue by restoring a minimal level of operations, even if it may cause some performance degradation of the Customer service or operations. A workaround is to be considered a valid Initial Remedy.

Please notice that Support Agents may refuse to serve a service request to Customer Support either in case Customer does not have a valid Maintenance & Support subscription or in case the above-mentioned conditions or other conditions stated in the contract in place are not met. In any case, the Customer is expected to provide all the information required by Support Agent in order to serve service requests Customer Support.

Different levels of support are provided for software versions of Akamas products, starting from its general availability (GA) date, and depending on the release of following software versions.

Version Numbering

Akamas adopts a three-place numbering scheme MA.MI.SP to designate released versions of its Software, where:

• MA is the Major Version

• MI is the Minor Version

• SP is the Service Pack or Patch number

Support levels

The following table describes the three levels of support for a software version.

End-of-Life (EOL)

At any time, Akamas reserves the right to "end of life" (EOL) a software product and to terminate any Maintenance & Support Services for such product, provided that Licensor has notified the Licensee at least 12 months prior to the above-mentioned termination.

The period of time occurring between the "end of life" notification and the actual termination of Maintenance & Support Services is provided as follows:

• No new enhancements will be introduced.

• No enhancements will be made to support new or updated versions of the platform on which the product runs or which it integrates.

• New hotfixes for problems of high technical impact or business exposure for customers may still be developed. Based on customer input, Akamas Support Agents will determine the degree of impact and exposure and the consequent activities.

• Reasonable efforts will be done to inform the Customer of any fixes, service packs, patches, or workarounds applicable to the reported case if any.

Based on the Support levels for software versions, the following table describes the level of support of the Akamas versions after the version 3.1 GA date (2022 November, 11th).