GXC TECHNICAL SUPPORT SERVICES

OUR TECHNICAL SUPPORT SERVICES POLICY WAS UPDATED ON 04/01/2024.

THESE TECHNICAL SUPPORT SERVICES CONTAIN THE DISPUTE RESOLUTION AND ARBITRATION PROVISION AS PROVIDED IN THE GXC TERMS OF USE.

GXC will perform the support services as described below and based upon the GXC support plan chosen by Customer. GXC’s support obligations herein do not apply to failures of Customer infrastructure, hardware, systems, or machines.

1. Definitions.
   
   The following capitalized words and phrases will have the meaning ascribed to them as set forth below or as defined further herein:
   
   “Documentation” means the documentation for the ONYX System that specifies technical and performance features, capabilities, users, or operation, including training manuals, and other deliverables, such as reports, specifications, designs, plans, drawings, analytics, or other information.
   
   “Fault” means a failure of the ONYX System to conform to the specifications set forth in the Documentation, resulting in the inability to use, or material restriction in the use of, the ONYX System.
   
   “Response Time” means the time to open a ticket and acknowledge to Customer after identification of a Fault.
   
   “Resolution Time” means the time to provide a resolution to a Fault via an Update.
   
   “Start Time” means the time at which GXC first becomes aware of a Fault.
   
   “Tier 1” means the minimal set of functions supported for NOC monitoring. Functions include: Fault Management, Incident Management, ticket creation, notifications, basic troubleshooting of a fault in a system and dispatch for systems with offline status.
   
   “Tier 2” means an escalation to functions in addition to Tier 1. Functions include: Advanced troubleshooting, fault isolation, root cause analysis and incident resolution.
   
   “Tier 3” means an escalation to functions in addition to Tier 2 involving the GXC core engineering team and may involve bug fixes and error correction that may involve updates to the ONYX System.
   
   “Update” means either an ONYX System modification or addition that, when made or added to the ONYX System, corrects the Fault, or a procedure or routine that, when observed in the regular operation of the ONYX System, eliminates the practical adverse effect of the Fault on Customer.

2. Support.
   
   During the Term, GXC will provide maintenance and support to Customer described below (“Support”):
   
   2.1 Standard Customer Support. GXC will provide Support to Customer to resolve Fault(s) in accordance with this Exhibit C. Customer may access Support 24x7x365 via the portal. GXC will reasonably determine the priority level of Faults and take the actions described in Section 3, below.
   
   2.2 Updates. Following the report of a Fault by Customer, GXC will make commercially reasonable efforts to provide an Update designed to solve or bypass a reported Fault.
   
   2.3 Alert Tuning. As part of the Services, certain events or alerts may be assessed to be environmental noise, potentially addressable configuration issues, or false positives and GXC may recommend these be addressed by the Customer to preserve system and network resources. Customer may have the ability to suppress alerts on a temporary basis leveraging a co-managed approach to tuning and suppression of events or alarms. To permanently suppress alerts and/or alarms, suppression activities must be mutually agreed upon between the Customer and GXC.

3. Fault Response Service Levels.
   
   GXC will use commercially reasonable efforts to adhere to the response and resolution times, measured from the Start Time, for Faults as set forth below in Tables 1 and 2, below, and based upon the GXC support plan chosen...

GXC Support Plans:

Self-Management: GXC  provides Application Program Interfaces (API’s) that Customer can use to integrate the  ONYX System to their own Network Operations Center (NOC) to manage Tier 1 & 2 issues directly. Under this plan, GXC will provide Tier 3 support only, with response times as provided in Table 1 below. Prior to submitting Faults for Tier 3 support, Customer will have made all reasonable efforts to correct the Fault via their internal Tier 1 and Tier 2 support teams and make all reasonable efforts to work with GXC in replicating the Fault.

Basic Plus: GXC provides  NOC and SOC monitoring, and Tiers 1 & 2 support 24x7x365, with response times as provided in Table 2 below.

Platinum: Includes Basic Plus features with accelerated response times and the addition of resolution times.

GXC Support Features for Basic Plus and Platinum Support:.

• Network Operations Center (NOC) monitoring - network monitoring of Customer network 24x7x365 to identify and correct any Faults that are raised.
• Security Operations Center (SOC) monitoring - 24x7x365 threat monitoring for the ONYX System.

Table 1 – Fault Management – Self Management

Severity Level	Severity Description	Definition	Tier 3 Response Times
1	Critical	A major services outage affecting a large number of users or critical systems	4 Hours
2	Major	A significant service disruption affecting a specific department or group of users.	8 Hours
3	Minor	A moderate service issue affecting a limited number of users or non-critical systems.	24 Hours
4	Information Request / Notice	A minor service issue or request with minimal impact on users or operations.	48 Hours

Table 2 – Fault Management – Basic Plus & Platinum

Severity Level	Severity Description	Definition	Basic Plus Response Times	Platinum Response Times	Platinum Resolution Times
1	Critical	A major services outage affecting a large number of users or critical systems	1 Hour	30 minutes	4 Hours
2	Major	A significant service disruption affecting a specific department or group of users.	4 Hours	1 Hour	8 Hours
3	Minor	A moderate service issue affecting a limited number of users or non-critical systems.	8 Hours	4 Hours	24 Hours
4	Information Request / Notice	A minor service issue or request with minimal impact on users or operations.	48 Hours	24 Hours	5 Days

4. Conditions, Exclusions, and Termination of Support Service.
   
   4.1 Conditions for Providing Support. GXC obligation to provide support is conditioned upon the following: (a) Customer provides GXC with sufficient information and resources to correct the Fault, as well as any and all assistance reasonably requested by GXC in discovering and addressing the Fault; (b) Customer procures, installs and maintains all equipment, telephone lines, communication interfaces and other hardware necessary to operate the ONYX System and (c) Customer will provide a secure, high bandwidth remote access to GXC equipment and network for commissioning and software support, including software updates.
   
   4.2 Exclusions from GXC’s Support. GXC is not obligated to provide support in the following situations: (a) the problem is caused by Customer’s negligence, hardware malfunction (e.g., Customer’s  owned or controlled infrastructure, systems and servers) or other causes beyond the reasonable control of GXC; (b) the problem is with third party software not licensed through GXC; or (c) Customer has not paid the Subscription and Support Fees as provided in Schedule A-1 and the applicable Order Form.
   
   4.3 Suspension of Support. GXC reserves the right to suspend performance of the support if Customer fails to pay the ONYX Software Subscription and Support Fees within thirty (30) days after such amount becomes due.