1. Support Services Definitions 

1.1. “Customer Equipment” means equipment owned, leased or operated by the Customer. This includes desktop environments, including physical desktops, virtual environments (e.g., Citrix, AppV), Automatic Call Distributor (ACD), Workforce Management (WFM), servers (physical or virtual), or any other component or network infrastructure provided by Customer on which the SaaS Services are dependent. 

1.2. “Emergency Downtime” means the period during which the Customer is unable to access or use the SaaS Services due to one or more of the following:  
(a) Emergency Maintenance: Unplanned maintenance activities conducted by Intradiem to address a service-impacting event or apply a security patch that addresses a potential vulnerability in the SaaS Services. Emergency Maintenance is initiated when the issue poses a significant risk to service integrity or security and cannot reasonably be deferred to a scheduled maintenance window. 
(b) Security-Related Remediation: Service unavailability caused by short-term actions taken to remediate, isolate, or investigate a confirmed or suspected security breach or cyber-related incident impacting Intradiem-hosted infrastructure. Such actions may include containment steps, forensic analysis, or system restoration efforts necessary to protect Customer data and service availability. Prolonged downtime due to Security-Related will be evaluated against Service Availability calculations. Any security-related downtime that exceeds 24 consecutive hours will be reviewed, and any exclusion from Service Availability will require mutual agreement between the Customer and Intradiem. 
(c) Emergency Downtime does not include periods of Scheduled Downtime or downtime resulting from Customer actions, third-party system failures, or other exclusions defined in this agreement.

1.3. “Enhancement” means a modification or addition to a feature or functionality within the Hosted Application that expands its capabilities beyond the original licensed specifications. Enhancements may include new features, improved workflows, or other operational improvements. Enhancements may be:
(a) General Enhancements: Designed for broad applicability and offered to all Customers as part of the Hosted Application.
(b) Utilization of some Enhancements may require additional licensing fees. Intradiem will notify Customers in advance of any fees associated with such Enhancements and provide the option to license them separately.

1.4. “Excused Downtime” means the period during which the Customer is unable to access or use the SaaS Services due to one or more of the following:  
(a) Scheduled Downtime as defined in this agreement.
(b) Outages caused by Customer actions, such as system misuse or changes to their own infrastructure, which directly impact the SaaS Services. 
(c) External factors beyond Intradiem’s control, such as Internet outages, third-party service failures, or public infrastructure disruptions. 

1.5. “Hosted Application” means Intradiem software and Application Programming Interfaces (APIs) to which the Intradiem Providers and Intradiem Desktop Experience connect. The Hosted Application includes the Rules Engine and Reporting.

1.6. “Hosted Environment” includes the combination of hardware and third-party software owned, licensed/and or managed by Intradiem to provide the SaaS Services. 

1.7. “Hotfix” means an expedited code change or configuration adjustment applied by Intradiem to address critical or time-sensitive issues within the SaaS Services, such as a Priority 1 outage or a severe security vulnerability. Hotfixes are implemented outside of regular maintenance windows to restore service availability or mitigate risks and may be included in subsequent Updates or product releases. 

1.8. “Intradiem Desktop Experience” means the Intradiem-provided software package that is applied to the computer used by an authorized user, which facilitates login to and use of the Hosted Application. 

1.9. “Intradiem Providers” means the Intradiem developed middleware that connects the Hosted Application with third-party Contact Center systems such as Automatic Call Distributors (ACD), Workforce Management (WFM), and Messaging systems. 

1.10. “Permanent Resolution” means the actions taken to fully address and correct the root cause of an issue that has previously required Service Restoration. A Permanent Resolution may include, but is not limited to, Service Packs, Hotfixes, configuration changes, workflow updates, rule adjustments, or other corrective measures that ensure the issue does not reoccur. These actions may be implemented as part of incremental product releases or other update cycles.

1.11. “Priority 1 (P1)” means the SaaS Services contain or demonstrate either:
(a) System outages impacting ALL users associated with any use cases due to software defects, service failure, or data corruption. 
(b) System performance that is severely degraded or widespread system latency issues that significantly exceed normal operating conditions and are impacting ALL users associated with any use cases.

1.12. “Priority 2 (P2)” means the SaaS Services contain or demonstrate either: 
(a) System outages impacting >=25% of the users associated with any use cases due to a software defect, service failure, or data corruption. 
(b) System performance that is severely degraded or widespread system latency issues that significantly exceed normal operating conditions and are impacting >=25% of the users associated with any use cases. 

1.13. “Priority 3 (P3)” means the SaaS Services are generally available and operating with minor errors that contain or demonstrate either: 
(a) Incorrect logic, incorrect descriptions, or functional problems which Customer is able to work around or accept the error, or where a temporary correction has been implemented (fully functional but needs improvement). 
(b) System outages impacting <25% of the users associated with any use cases due to software defects, service failure, or data corruption. 
(c) System performance that is severely degraded or widespread system latency issues that significantly exceed normal operating conditions and are impacting <25% of the users associated with any use cases.

1.14. “Priority 4 (P4)” means the software that comprises the SaaS Services is generally available and operating, but there is a minor issue reported.

1.15. “Priority 5 (P5)” means the Hosted Application and / or Environment are available, but: 
(a) The Customer has notified Intradiem of an upcoming planned event, system update, or change on their side that may impact Intradiem services. 
(b) The Customer has submitted suggestions for potential future feature improvements and/or enhancements, which will remain in Priority 5 status until reviewed and, if applicable, transitioned into an official Enhancement request for further evaluation.

1.16. “Release” includes major and minor software updates to the SaaS Services. Releases may include Service Packs, which contain non-disruptive fixes and optimizations. 

1.17. “Restoration Time” means the measure of time between the initial issue being submitted to when Service Restoration has been achieved. Restoration Time does not include the time required to implement a Permanent Resolution.

1.18. “Service Restoration” means the actions or measures taken to restore SaaS Services to operational functionality for the Customer, ensuring that critical business processes can continue. Service Restoration may include temporary fixes, configuration changes, service restarts, or alternative workflows while a Permanent Resolution is developed and implemented.

1.19. “Service Packs” refer to Intradiem-released updates that bundle multiple fixes, optimizations, and minor Enhancements to improve the stability, security, and performance of the Hosted Application. Service Packs may include cumulative Hotfixes, performance improvements, minor feature Enhancements, and compliance updates. They are deployed as part of Intradiem’s Scheduled Maintenance and do not introduce major new functionality or architectural changes.

1.20. “Rules Engine” means the component within the Hosted Application that executes specific real-time actions based on user-defined instructional rules, written as IF/Then statements, and used to test specific operational conditions and subsequently take specific actions.

1.21. “SaaS Services” is the combination of the Hosted Environment, the Hosted Application, Intradiem Desktop Experience, and the Intradiem Providers.

1.22. “Scheduled Downtime” means the period during which the Customer is unable to access or use the SaaS Services due to planned maintenance activities conducted by Intradiem. Scheduled Maintenance includes regular maintenance windows, deployment of upgrades, and migrations, provided that Intradiem has given the Customer advance written notice for each scheduled outage, in accordance with this agreement. Scheduled Downtime does not include Emergency Maintenance or other unplanned interruptions. The duration of Scheduled Downtime will be calculated based on the number of minutes from the start of the maintenance window to its completion, including any extensions caused by unforeseen delays within the same planned window.

1.23. “Scheduled Maintenance” means the specific maintenance window mutually agreed by Customer and Intradiem in which Intradiem will make routine maintenance changes, operating system updates and patches, or application Updates, Service Packs, and Upgrades within the SaaS Services software. 

1.24. “Service Availability” means the percentage of time the SaaS Services are available and use by the Customer. This is calculated using the following formula:
(a) ((Total number of minutes in the month – Unscheduled Downtime minutes) / Total number of minutes in the month) * 100 

1.25. “Support Services” means those services as outlined and described within this Support Services Agreement provided to Customer by Intradiem.

1.26. “Unscheduled Downtime” means the period during which the Customer is unable to access or use the SaaS Services due to unplanned interruptions, as measured and determined by Intradiem’s internal tools and policies. Unscheduled Downtime excludes the following, as defined in this agreement: 
(a) Scheduled Downtime 
(b) Excused Downtime 
(c) Emergency Downtime

1.27 “Update” means a modification or change in the underlying code of the SaaS Service applied by Intradiem to address or resolve a known or suspected issue. Updates are intended to maintain or improve the stability, security, and performance of the SaaS Service without introducing new features or functionality beyond the Use Cases licensed by the Customer. Updates include bug fixes, corrections, and minor patches but are not classified as Upgrades. Updates may be released individually or as part of a Service Pack.

1.28. “Upgrade” means the introduction of new features, functionality, or products within the SaaS Services that extend the capabilities beyond the original licensed Use Cases. Upgrades may include Enhancements, major workflow improvements, or entirely new Use Cases. Intradiem may charge a separate fee for Upgrades, which are typically offered as optional additions to the Customer’s existing SaaS Services subscription. Upgrades do not include Service Packs, which are periodic non-chargeable updates focused on performance, security, and minor Enhancements.

2. Provision of Support Services

2.1. Intradiem provides comprehensive Support Services, primarily accessible through the Intradiem Support Portal, with supplementary access via email and telephone. The Support Portal shall serve as the primary channel for submitting and managing support cases.

Customers shall have 24 x 7 x 365 access to the Support Portal for case creation, status tracking, and historical case review. Support Services may be accessed as follows:
(a) Support Portal (Primary Access Method): https://support.intradiem.com/
The preferred method for submitting new cases, tracking existing cases, and obtaining support-related resources.
(b) Email (Secondary Access Method): support@Intradiem.com
Available for use in the event the Support Portal is inaccessible or otherwise unavailable.
(c) Telephone (Emergency Access Method): 888-566-9457, option 1
Reserved for critical incidents or high-priority issues requiring immediate escalation.

2.2. Intradiem’s Support team operates continuously to monitor and assess incoming issues and system alerts. Each issue is reviewed and assigned a Priority Level based on its nature and impact:
(a) Priority 1, Priority 2, and Priority 3 issues receive response and support based on established guidelines in this document to achieve Service Restoration, regardless of the time or day. 
(b) Priority 4 and Priority 5 issues are addressed during standard business hours (Monday – Friday, 8 a.m. – 5 p.m. in the Customer’s time zone), excluding recognized United States federal holidays.

2.3. Upon receipt of a support notification, a case number is assigned in the case management system. All communications regarding the issue must reference this case number. Intradiem’s Technical Experience team deploys appropriate resources to diagnose and resolve the issue efficiently. Intradiem will leverage the most effective resolution methods, including Hotfixes, code changes, operating instructions, Updates, Service Packs, Upgrades, or other corrective measures as deemed appropriate.

2.4. Intradiem will notify Customer within two (2) hours after the start of an unexpected outage. Such notification will take the form of an e-mail to the specified resources within the Customer’s distribution list.

2.5. Root Cause Analysis (RCA) 
(a) Intradiem will provide a formal RCA for all Priority 1 (P1) and Priority 2 (P2) incidents within 14 calendar days following Service Restoration. 
(b) For Priority 3 (P3) incidents, Intradiem will investigate and resolve the root cause as necessary. RCA reports will be provided at Intradiem’s discretion or upon mutual agreement.

2.6. Use of Subcontractors 
(a) Intradiem reserves the right to utilize subcontractors, both within the United States and internationally, to support the delivery of SaaS Services, including but not limited to Technical Experience and Engineering functions. All subcontractors engaged by Intradiem will be required to adhere to Intradiem’s security, confidentiality, and compliance obligations as outlined in this agreement. Intradiem remains fully responsible for the performance of subcontractors and ensures that their services meet the same service level commitments, quality, and security standards as Intradiem’s internal teams. 

3. Incident Response and Service Restoration Table 

The following table defines the Response and Service Restoration times to be met under this agreement. Service Restoration timelines exclude delays caused by Customer actions or inactions, such as failure to provide the required input or access to infrastructure.

Priorities	Initial Response	Status Updates	Permanent Resolution
Priority 1 – Critical Impact	Initial Response Time within 30 minutes of the issue being submitted to Intradiem via the portal or email.	Every 2 hours until Service Restoration is achieved.	Intradiem will deploy appropriate technical resources and follow established best practices to achieve Service Restoration within 8 hours.  Following Service Restoration, Intradiem will provide a root cause analysis (RCA) within 14 calendar days and will implement a Permanent Resolution as soon as feasible, based on issue complexity and required development efforts. Regular status updates will be provided until resolution is completed.
Priority 2 – High Impact	Initial Response Time within 30 minutes of the issue being submitted to Intradiem via the portal or email.	Every 4 hours until Service Restoration is achieved.	Intradiem will deploy appropriate technical resources and follow established best practices to achieve Service Restoration within 24 hours.  Following Service Restoration, Intradiem will provide a root cause analysis (RCA) within 14 calendar days and will implement a Permanent Resolution as soon as feasible, based on issue complexity and required development efforts. Regular status updates will be provided until resolution is completed.
Priority 3 – Medium Impact	Initial Response Time within 1 hour of the issue being submitted to Intradiem via the portal or email.	Once per day until Service Restoration is achieved.	Intradiem will deploy appropriate technical resources and follow established best practices to achieve Service Restoration within 5 calendar days.  Following Service Restoration, Intradiem will continue investigating the root cause and will implement a Permanent Resolution as soon as feasible, based on issue complexity and required development efforts. Regular status updates will be provided until resolution is completed.
Priority 4 – Low Impact	Initial Response Time within 1 business hour of the issue being submitted to Intradiem via the portal or email.	Every 2 business days.	Intradiem will assess and address the issue in a future Service Pack, Update, or product release, as determined by Intradiem Product Management. Inclusion is subject to technical feasibility and prioritization.
Priority 5 – No Impact	Initial Response Time within 1 business day of the issue being submitted to Intradiem via the portal or email.	Updates will be provided as available.	The nature of these requests does not require or allow for a fixed restoration / resolution timeline.  All Enhancement requests are considered but may or may not be included in a future release, based on Intradiem Product Management prioritization.

4. SaaS Services Availability

4.1. Intradiem monitors Service Availability and in the event Service Availability falls below 99.9% in a given month, as measured by Intradiem’s internal tools, Intradiem will proactively issue a service credit (expressed as a percentage of the SaaS Service fees prorated over a 12-month period). Customers will be notified of the service credit within 30 days following the month in which the downtime occurred. 

4.2. For other instances of downtime not proactively credited, the Customer may submit a written request to Intradiem within 30 days following the end of the applicable month, specifying the dates and times of the unavailability. Such credits, at the Customer’s option, will be applied against the next invoice for SaaS Services fees.

4.3. Service Availability applies only to Production Environment SaaS Services provided by Intradiem and excludes issues caused by:
(a) Actions or inactions of the Customer or third parties on behalf of the Customer (e.g., lack of network availability). 
(b) Customer Equipment, including on-premise remote integration servers or third-party hardware not supplied or managed by Intradiem.  

4.4. As stated earlier in this document, Service Availability calculations exclude Scheduled, Excused, and Emergency Downtime.

4.5. Service Credits constitute the Customer’s exclusive financial remedy for failure to meet the Service Availability commitment. 

5. Service Level Targets and Performance Credits   

The following table sets forth the individual Service Level Targets and Performance Credits applicable when Intradiem does not meet its Response and Root Cause Analysis time commitments for Production Environment incidents.

5.1. Intradiem monitors Incident Response and Root Cause Analysis and in the event Intradiem falls below 90% in a given month, as measured by Intradiem, Intradiem will proactively issue a service credit (expressed as a percentage of the SaaS Service fees prorated over a 12-month period). Customers will be notified of the service credit within 30 days following the month of occurrence. 

5.2. For any instances not proactively credited, the Customer may submit a written request to Intradiem within 30 days following the end of the applicable month, specifying the dates and times of the Service Level exception. Such credits, at the Customer’s option, will be applied against the next invoice for SaaS Services fees.

5.3. Service Credits constitute the Customer’s exclusive financial remedy for failure to meet the Service Level commitments.

Metric	Measurement	Calculation	Window	Target	Credit
Incident Response	Percentage of all incidents that were responded to by Vendor according to the standards as defined in the Incident Response and Service Restoration Table.	(Total number of incidents that were responded to by Vendor within standards) * 100 / (Total number of incidents)	Monthly	90%	1.5%
Root Cause Analysis (RCA)	Percentage of incidents in which Vendor provided Root Cause Analysis (RCA) according to the standards defined in the Incident Response and Service Restoration Table.	Total number of P1s and P2s that Vendor provided RCA within 14 calendar days / Total number of P1s and P2s.	Monthly	90%	1.5%

6. Monthly Concierge Report   

As part of the Concierge Support Services, Intradiem will provide the Customer with a Monthly Concierge Report detailing key Production Environment support and service performance metrics. This report will be generated and distributed by Intradiem no later than the 10th calendar day of each month, covering the preceding month’s activities.

6.1. The Monthly Concierge Report will include, but is not limited to, the following: 
(a) Monthly Case Summary 
(b) Monthly SLA Performance 
(c) Recurring Issues Analysis 
(d) Monthly Service Availability 
(e) Service Credits 
(f) Monthly Maintenance Summary 
(g) Year-To-Date Performance Overviews 

6.2. Intradiem will distribute the report electronically to the designated Customer contacts.

6.3. Upon request, Intradiem may schedule a monthly review meeting to discuss findings, trends, and recommendations.

7. Maintenance   

Intradiem follows a change management schedule to ensure any changes to Production Environments are evaluated based on risk and impact. Changes are classified as Major, Minor, Standard, Special, and Emergency.

7.1. Major Change – A Major Change involves high-risk, high-impact modifications requiring extensive resources and approval from the responsible department leader and the Change Management Board (CMB). These changes often cause significant disruption to services or Customers and include actions such as application upgrades, system/infrastructure patches, Production equipment replacements, or changes affecting disaster recovery, business continuity, or operational practices. 
(a) Customers will be notified 30 (thirty) days in advance of any Major Change. 
(b) Customers will be notified 30 (thirty) minutes prior to the maintenance commencing, and within 30 (thirty) minutes following maintenance completion. 

7.2. Minor Change / Maintenance – A Minor or Maintenance Change involves medium to low risk and impact to systems and services, requiring fewer resources and approval from the department leader and CMB. These changes include Provider or Tenant maintenance, deployment of Hotfixes, and service packs with minimal disruption to Customers.
(a) Customers will be notified 7 (seven) days in advance of any Minor Change. 
(b) Customers will be notified 30 (thirty) minutes prior to the maintenance commencing, and within 30 (thirty) minutes following maintenance completion.

7.3. Standard Change – A Standard Change follows a predefined, approved process with low risk and high success rates. These routine changes do not require CMB review after initial approval and are typically well-documented, low-impact modifications to the infrastructure or services.

7.4. Special Maintenance – Special Maintenance includes vendor-driven or regulatory-required changes essential for maintaining services. These changes involve firmware updates, emergency patches, or Customer-specific requirements that depend on external interactions.
(a) Customers will be given as much notice as feasible prior to the Special Maintenance.  
(b) Customers will be notified 30 (thirty) minutes prior to the maintenance commencing, and within 30 (thirty) minutes following maintenance completion.

7.5. Emergency Maintenance – Emergency Maintenance is a critical unplanned maintenance which occurs immediately to resolve urgent incidents, such as major service disruptions, security incidents, or failures impacting business operations. These changes require immediate executive approval and Customer communication as necessary.
(a) Customers will be given as much notice as feasible prior to the Emergency Maintenance. 
(b) Customers will be notified within 30 (thirty) minutes following maintenance completion.