SUPPORT POLICY SUPPLEMENT

This Support Policy Supplement ("Support Policy") applies to Support provided for Products identified in an applicable Order Form. Except as expressly modified herein, the EE End User License Terms and Conditions ("EE Terms") govern Customer's entitlement to Support. Service availability commitments are governed exclusively by the applicable Service Level Agreement ("SLA"). Capitalized terms not defined herein have the meanings given in the EE Terms.

1. Scope

This Support Policy describes EE's standard technical support for Products during the applicable subscription Term. Professional Services, Premium Support, and implementation services are governed by the applicable Order Form or Statement of Work.

2. Standard Technical Support

2.1 Customer must submit support requests through EE's designated support portal or other support channels identified by EE.

2.2 Standard Support is provided during the business hours of the primary business office of the applicable EE contracting entity unless otherwise specified in an Order Form.

2.3 EE will use commercially reasonable efforts to acknowledge, investigate, and respond to support requests based upon their severity and business impact.

2.4 Response times and service availability commitments expressly identified in the applicable SLA supersede this Support Policy.

3. Customer Responsibilities

Customer will provide sufficient information to enable EE to reproduce and diagnose reported issues.

Customer will reasonably cooperate with EE's troubleshooting efforts.

Customer will maintain supported Product versions and configurations unless otherwise agreed in writing.

4. Support Exclusions

• Errors resulting from Customer's use of Products contrary to the Agreement or Documentation.

• Customer modifications not authorized by EE.

• Third-party software, hardware, networks, or services not supplied by EE.

• Customer infrastructure, operating systems, databases, or networking issues.

• Training, implementation, configuration, consulting, migration, or Professional Services unless purchased.

• Development of Customer-specific models, datasets, reports, workflows, or custom functionality.

5. Premium Support

Enhanced response targets, designated support personnel, extended support hours, or other premium support offerings apply only if expressly purchased under an Order Form or Statement of Work.

6. Relationship to SLA

Service availability commitments, Critical Issue response targets, Service Credits, and Customer's remedies for service-level failures are governed exclusively by the applicable SLA. Nothing in this Support Policy modifies or expands the SLA.

7. Updates

EE may update this Support Policy from time to time provided any material reduction in Support applicable during an active subscription will not become effective until renewal unless required by law or security considerations.