SUPPORT POLICY

1. Introduction

The FixedOps Innovations Services are supported through ongoing operational coordination between FixedOps Innovations personnel and Client operational and technical teams. This Support Policy is intended to establish general support practices, communication expectations, operational coordination procedures, and support-related responsibilities associated with the Services.

FixedOps Innovations recognizes that Client operations, Client workflows, Management Software environments, and technical infrastructures vary across organizations and Authorized Locations. Effective support often depends on timely communication, operational cooperation, workflow validation, and coordination between Client personnel and FixedOps Innovations operational, deployment, and support teams.

This Support Policy is intended to support practical and efficient resolution of operational, deployment, workflow, connectivity, and Service-related matters while maintaining flexibility appropriate for varying Client environments, conditions specific to Authorized Locations, and operational requirements.

2. Definitions

Software Operations Lead: The staff member designated by Client to coordinate software setup and operational support at an Authorized Location, including downloading or installing the software on the appropriate devices at that Authorized Location, as applicable.

IT Liaison: The staff member or technical contact designated by Client to coordinate technical support, access, security, network, workstation, Management Software, and infrastructure-related matters necessary to support deployment, operation, troubleshooting, and ongoing use of the Services.

3. Support Scope

3.1 Included Support Activities

FixedOps Innovations support is intended to assist Client with operational, deployment, configuration, connectivity, workflow, and troubleshooting matters reasonably related to the Services. Support activities may include deployment coordination, operational troubleshooting, software functionality issues, workflow validation, printer validation, connectivity troubleshooting, configuration assistance, deployment continuity assistance, operational reviews, and assistance related to Client workflows or Management Software classifications associated with the Services.

3.2 Third-Party Systems and Client Environment

FixedOps Innovations support may assist with troubleshooting issues affecting the Services that involve Client-managed systems, third-party Management Software providers, printers, operating systems, endpoint security tools, internet connectivity, networks, or other third-party systems or environments. However, Client remains responsible for the operation, maintenance, support, administration, and security of Client-managed systems, third-party systems, and related Client infrastructure not controlled by FixedOps Innovations.

4. Support Contacts and Communications

4.1 Software Operations Lead and IT Liaison

Client’s Software Operations Lead and IT Liaison will serve as Client’s primary operational and technical contacts for support coordination related to the Services. Client should maintain current contact information for such individuals and reasonably ensure their availability for coordination regarding operational, deployment, troubleshooting, connectivity, workflow, or technical matters affecting the Services.

4.2 Support Communications

Support requests, operational coordination, troubleshooting activities, and related communications may be conducted through email, phone, remote meetings, support portals, messaging systems, or other communication methods reasonably designated by FixedOps Innovations or agreed upon by the Parties.

5. Issue Severity and Prioritization

5.1 Severity Levels

Critical: An issue resulting in a widespread interruption or material impairment of the Services affecting Client workflows, production activity, registration activity, or related operational functionality.

High: An issue significantly affecting specific Client workflows, Authorized Locations, users, integrations, connectivity, or Service functionality, but for which reasonable workaround options may exist.

Normal: An issue affecting individual users, isolated functionality, configuration items, workflow questions, operational assistance requests, or non-critical Service behavior.

Low: General informational requests, cosmetic issues, enhancement suggestions, non-urgent questions, documentation requests, or low-impact operational matters.

5.2 Support Prioritization

FixedOps Innovations may prioritize support activities, troubleshooting efforts, operational reviews, deployment assistance, and issue resolution efforts based on operational impact, issue severity, affected Client workflows, affected Authorized Locations, Service availability, number of affected users, and other operational factors reasonably determined by FixedOps Innovations.

5.3 Target Response Objectives

FixedOps Innovations will make commercially reasonable efforts to respond to support requests based on issue severity, operational impact, available information, Client cooperation, and overall support volume. Response objectives are operational targets only and are not guaranteed response or resolution commitments.

5.4 No Guaranteed Resolution Times

Support response objectives and operational priorities are intended solely as general operational targets and do not constitute guaranteed response, resolution, uptime, or recovery commitments. Actual response and resolution timing may vary depending on issue complexity, Client cooperation, availability of information, third-party systems, third-party Management Software providers, Client environments, operational dependencies, issue severity, and overall support volume.

6. Operational Cooperation and Troubleshooting

6.1 Client Cooperation for Support

Resolution of operational, deployment, workflow, connectivity, or technical issues affecting the Services may require reasonable cooperation from Client personnel. Client may be asked to provide screenshots, workflow examples, error information, connectivity validation, printer validation, testing assistance, operational feedback, configuration details, or coordination with Client personnel, third-party Management Software providers, IT personnel, or other third parties reasonably necessary to evaluate or resolve support matters affecting the Services.

6.2 Client Environment Changes and Modifications

Changes to Client-managed systems, workstation configurations, Management Software environments, network settings, endpoint security tools, Client workflows, printer configurations, user access controls, or other Client environments may affect operation of or support for the Services. FixedOps Innovations may reasonably request Client cooperation in evaluating, troubleshooting, validating, or restoring Service functionality following such changes.

7. Escalation and Operational Coordination

7.1 Escalation and Coordination

FixedOps Innovations may escalate support matters internally among operational, technical, deployment, or leadership personnel as reasonably necessary to evaluate or resolve issues affecting the Services. Client should reasonably coordinate escalation within Client’s operational or technical teams where additional access, validation, approvals, troubleshooting participation, or workflow coordination may be necessary to support issue resolution.

8. General Policy Information

8.1 Operational Feedback

FixedOps Innovations welcomes reasonable operational feedback, workflow suggestions, enhancement requests, and observations that may assist in improving the Services or overall operational experience.

8.2 Policy Updates

FixedOps Innovations may periodically update or refine support processes, operational practices, communication methods, or coordination procedures in connection with the Services.