Support Policy

Last updated on October 30, 2025

This Support Policy (this “Policy”) is incorporated into the agreement between Profound and Customer referencing this Policy (the “Agreement”). Capitalized terms used but not defined in this Policy will be understood to have the meanings given to them in the Agreement.

1. Support Hours.

Profound provides support during Profound’s normal business hours (9AM – 6PM Eastern Time) (“Business Hours”) each weekday, excluding Profound holidays (“Business Days”).

2. Support.

During the Term and during Business Hours, Profound will use commercially reasonable efforts to assist Customer with the resolution of Issues as set forth herein (“Support”). Customer must comply with the obligations set forth herein to be eligible to receive Support.

3. Issue Submission.

If Customer identifies a failure of the Services to conform to the applicable Documentation therefor (each an “Issue”), Customer will notify Profound as soon as reasonably practicable by reporting the Issue by emailing Profound at [email protected]. Customer will provide Profound with a reasonably detailed description of the Issue and any additional information requested by Profound to enable Profound to (a) troubleshoot, diagnose, and properly classify the Issue or, where applicable, (b) implement a temporary modification or change to the Service, or provide to Customer a procedure for use of the affected Service, that substantially circumvents or effectively mitigates the material adverse effects of an Issue (a “Workaround”).

4. Issue Response.

Profound’s Support personnel will assign a priority level (“Priority Level”) to each Issue and use commercially reasonable efforts to provide a response to each support request in accordance with the table below.

Issue Priority Level	Issue Description	Target Response Time
Priority Level 1	All material features of a Service are nonfunctional and no Workaround is available.	2 Business Hours
Priority Level 2	Some material features of a Service are functional but performance is materially degraded.	1 Business Day
Priority Level 3	All material features of the Services are functional, but User experience is materially adversely affected.	5 Business Days
Priority Level 4	No material impact on the functionality of a Service. This includes non-critical requests related to the Service, such as a suggestion or request for enhancement or a how-to question.	10 Business Days

5. Exclusions.

Profound will have no obligation to provide Support to the extent an Issue arises from: (a) use of the Service, including, without limitation, in a manner not consistent with the Documentation or specifications; (b) use in conjunction with systems, products or components not reasonably anticipated to be used with the Service or part thereof; (c) modifications to the Service that were neither made by or authorized by Profound; (d) Third-Party Platforms or other third-party systems; or (e) Trials and Betas or other free or evaluation use.