Service Levels and Support Terms

Service Levels

SurePath AI, Inc. (“SurePath“, the “Company,” “we,” “our,” or “us”) will use commercially reasonable efforts to make the Subscription Services available during the Term twenty-four (24) hours a day, seven (7) days a week, except for excused downtime, which, for purposes of this Agreement, means (i) planned downtime (with reasonable advance notice to Customer) of the Subscription Services; (ii) emergency downtime of the Subscription Services; and (iii) any unavailability of the Subscription Services caused by circumstances beyond SurePath’s reasonable control.

Support

Unless expanded Support Services have been separately procured from SurePath, SurePath will provide reasonable technical support to Customer by electronic mail, chat, and/or phone in connection with its Use of the Subscription Services on weekdays during the hours of 9:00 a.m. to 5:00 p.m. Pacific Time, with the exception of U.S. federal holidays (“Support Hours”), subject to the following conditions: (i) prior to initiating any support request, Customer (and its own personnel responsible for information technology support) will have first attempted to resolve the issue generating the need for such support; and (ii) Customer will reasonably cooperate with SurePath support staff as needed to resolve the issue.

Customer may initiate a helpdesk ticket during Support Hours by calling +1-303-720-7300, +1 866 644 3624 (1-866-64-GEN-AI), or any time by emailing support@surepath.ai, or clicking “Support” from within the SurePath administrative portal.

Effective Date

This Policy was last modified as of the effective date printed above. This version of the privacy policy replaces and supersedes any prior privacy policies applicable to the Site and our Services.