SLA and Support Policy

This Augment Computing, Inc SLA and Support Policy (the "Policy") is governed by the Agreement between Augment and the Customer, as specified in the applicable Order(s) (the “Agreement”). Any capitalized terms not defined within this Policy will have the definitions provided in the Agreement. This Policy outlines the support services provided by Augment related to the Solution ("Support Requests"). All support provided under this Policy will be conducted remotely and exclusively in English.

Definitions

Capitalized terms have the meaning set forth below or as defined within this Policy:

Availability: The Solution is available for access and use by Authorized Users over the internet, excluding reasonable maintenance and issues outside of Company’s control, such as general internet outages, Customer’s own equipment, etc., as measured over a calendar month.
Incident: A failure of the Solution to perform in material compliance with the Agreement, applicable Order, and Documentation, as further described herein.
Response Time: The interval between Augment's receipt of any Support Request, including the initial submission, and Augment's subsequent response by one of its personnel.

Contacting Augment Support

You may submit a Support Request through Augment’s designated support channels, located at:

https://support.augmentcode.com/

Exclusions

This Policy does not apply to the following:

Trials and Beta Use
Billing inquiries – For billing inquiries, email billing@augmentcode.com or discuss with your designated Customer Success Manager.

Availability

If the Solution is not Available at least 99.5% of the time (the “Availability Standard”) in any 2 consecutive months or any 3 months in a 12-month period, Customer may terminate this Agreement and all related Order Forms within 30 days of the end of the month that leads to such termination right and receive a pro rata refund for any prepaid, unused Fees.

Service Credits

Upon request, Customer may receive service credits in the proportionate amount of Fees equal to the amount of time the Solution did not meet the Availability Standard in a given calendar month.
Service Credits may only be exchanged for additional use of the Solution during the Term and have no cash value.

Target Response Times

Augment's target response times to Support Tickets are determined by their Incident Type, as outlined below.
Augment will use commercially reasonable efforts to meet the target response times for all responses and resolution to Support Requests within Business Hours, except as otherwise specified.

When applicable, responses may be communicated via the Augment Status Page to streamline responses for multiple Customers.
Augment uses ticketing applications to measure response times from receipt of a Support Request.

Incident Type	Target Response Time	Resolution Actions
Critical Solution Incident (SEV-0) - An issue affecting the Solution that results in complete failure or material degradation of the Services.	Within 2 hours (including outside of Business Hours)	Immediate 24x7 action, temporary workarounds if available, regular updates, potential escalation to senior engineering/management. If affecting multiple organizations, updates may be via the Status Page.
Customer Specific Solution Incident (SEV-1) - An issue affecting Customer’s specific use of the Solution with significant failure or degradation, or inability to access the Solution.	Within 4 hours	Prompt resolution, escalation if unresolved in standard timelines. If affecting multiple organizations, updates may be via the Status Page.
Minor Solution Incident (SEV-2) - Partial failure or mild degradation of the Solution, where some but not all features are accessible.	Within 24 hours	Work to provide a solution or workaround, possible escalation if unresolved.
Non-Critical Support Request (SEV-3) - Non-critical technical matters such as product inquiries, implementation questions, and feature requests.	Within 48 hours	Address inquiries and issues promptly.

Incident Response

In response to Support Requests, Augment may provide temporary workarounds, patches, bypass procedures, or other solutions aimed at mitigating an Incident’s impact.
Augment does not assure the resolution of all issues raised under this Policy.

Modification

This Policy may be revised periodically by Augment, provided modifications do not materially diminish the level of support provided throughout the applicable Order Term.

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