Lamina Support Services & Availability Terms

This Lamina Support Services & Availability Schedule describes the Support Services and availability for the Platform Services that Lamina, LLC (“Lamina”) will use commercially reasonable efforts to make available to a Customer of Lamina (the “Subscriber”) that has entered into a Lamina Subscription Agreement (the “Agreement”). Capitalized terms used but not otherwise defined herein shall have the same meaning as in the Agreement.

1. Technical Assistance Terms

Support Services are for ongoing support and administration of the Platform Services within Subscriber’s production environment after the Platform Services have been fully implemented. Support Services exclude the implementation of, and other Professional Services related to, the Platform Services.

2. Designated Contacts

• “Designated Contacts” are Authorized Users identified by Subscriber to act as liaisons between Subscriber and Lamina for Support Services. Subscriber shall identify up to three (3) Designated Contacts. Subscriber can update Designated Contacts via email to [email protected]. Subscriber is responsible for maintaining accurate and up-to-date contact information with respect to its Designated Contacts. Subscriber’s Designated Contacts shall be responsible for: Subscriber’s support case activity;
• Developing and deploying troubleshooting processes, change management; and
• Providing first line support for the Services directly to Authorized Users, including but not limited to (i) responding to inquiries concerning performance, functionality, or operation of the Services, (ii) responding to problems or issues with the Platform Services, and (iii) diagnosing and resolving problems or issues with the Platform Services.

If, after the use of commercially reasonable efforts, the Designated Contacts are unable to diagnose or resolve problems or issues with the Platform Services, a Designated Contact shall contact Lamina for second line support, as described hereunder.

Subscriber shall ensure that Designated Contacts:

• Have completed, at a minimum, the applicable basic Lamina Administrator course(s) (Lamina Administrator course are available as part of online training at no additional charge to Subscriber);
• Are knowledgeable enough to (i) provide reasonable effort to resolve technical issues internally, and (ii) assist Lamina in analyzing and resolving technical issues with or affecting the Platform Services;
• Have a basic understanding of any problem that is the subject of a case, and be able to reproduce the problem in order to assist Lamina in diagnosing and triaging it; and
• Coordinate support activities with Lamina customer support representatives, as applicable.
• Lamina may review Support Service requests logged by Designated Contacts and may recommend specific training to help avoid Support Service requests that could be prevented by such instruction.

3. Support Services

Support Services consist of:

• Second level support to Designated Contacts - diagnosis of problems or issues with the Platform Services and reasonable commercial efforts to resolve reported and verifiable errors in the Services, so that the Services perform in all material respects as described in the associated Documentation. Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Lamina shall be obligated to provide second level support only after Designated Contacts have exercised commercially reasonable efforts to provide first level support in diagnosing or resolving any problems or issues in the Services;
• Assistance with Support Service requests in accordance with these Support Services Terms and the Agreement; and
• Access to Lamina Knowledge Base, a 24/7 web-based support portal, including the ability to search the knowledge articles database, and log Support Services requests online.

4. Case Submission and Reporting

Only Designated Contacts are permitted to submit cases to Lamina, and cases must be submitted as follows:

• By email, by emailing [email protected]. Or by telephone, by calling the contact number listed below. Emails and calls will be answered by a triage agent who will document the case and route it to the appropriate support team for response to Subscriber. Designated Contacts will be asked to provide their company name and contact information. Each case will be assigned a unique case number.
• Note: Severity Level 1 cases must be submitted via telephone. Telephone support in English is available for Severity Level 1 issues twenty-four (24) hours a day, seven (7) days a week.
• Lamina may be closed or may operate on a limited capacity during selected holidays as published in Lamina Help. Except with respect to Severity Level 1 cases, Support Hours (as defined below) are subject to such holiday list.
• Support Hours are regionally defined as set forth below (“Support Hours”):

Support Contact Number: +1-888-326-0510

Language: English

Support Hours: Monday-Friday, 9 a.m. to 8 p.m. ET

5. Severity Levels and Response Time Commitment

Issues submitted to Lamina will receive an automated email confirmation and case number. Lamina will use commercially reasonable efforts to: (i) promptly respond to each case in accordance with this document, and (ii) promptly resolve each case, taking into consideration the severity and impact on Subscriber’s business operations. Actual resolution time will vary on a case-by-case basis, depending on the nature of the case and the resolution itself. A resolution may consist of a fix, workaround, or other solution as solely determined by Lamina in its reasonable discretion. The case priority level is selected by the Designated Contact at time of case submission, and may be updated by Lamina to align with the following:

*24x7 troubleshooting requires that Subscriber commit a Designated Contact to be available to work with Lamina as requested by Lamina.

6. Issue Resolution and Escalation Process

Lamina must be able to reproduce errors to resolve them. Subscriber agrees to reasonably cooperate and work closely with Lamina to reproduce errors and to conduct diagnostic or troubleshooting measures as reasonably requested by Lamina.

Subject to Subscriber's approval on a case-by-case basis, Authorized Users may be asked to provide remote access to their desktop system for troubleshooting purposes.

Due to the varying nature of potential issues, Subscriber understands that it is not possible to provide specific resolution commitments.

If an issue reasonably requires escalation, Subscriber may escalate to Support Management via case comment, and Subscriber will be contacted directly. The table below outlines the escalation matrix available to Subscriber, as necessary.

1 - Technical Support On-Call Manager

2 - Platform Support Leader

3 – Head of Operations

7. Release Management

Periodically, Lamina introduces new features, feature enhancements, or product fixes in connection with the Services, which will be made available as releases. Descriptions of releases, including any deployment and testing schedules, can be found in the Lamina Knowledge Base. Release deployments are automatic and will occur, to the extent practicable, during Scheduled Maintenance hours.

Lamina will provide at least 45 days lead time for any new releases, including changes and enhancements to functionality, so that internal training and change management can occur.

Support Services are available for all non-deprecated features and functionality with the understanding that a resolution may require a new release or patch update. Deprecation notices and schedules are available and periodically updated in Lamina Knowledge Base.

Subscriber may have access to features or functionality prior to the general release of the features or functionality by Lamina (“Pre-Release Functions”), which are Beta Functionality as described in the Agreement. Subscriber acknowledges and agrees that Lamina will not be responsible for the Pre-Release Functions, or for any results generated thereby. Support, if any, of Pre-Release Functions will be outlined in the Documentation or the amendment or statement of work for such Pre-Release Functions.

8. Support Services Scope and Excluded Items

Lamina will support functionality that is delivered by Lamina as part of the Services. For all other functionality, issues, or errors in the Services caused by issues, errors, or changes in Subscriber’s information systems or applications not provided by Lamina (“Non-Lamina Applications”), Lamina may, at Lamina’s sole discretion, assist Subscriber and its third-party providers in diagnosing and resolving such issues or errors, but Subscriber acknowledges that these matters are outside the scope of the Support Services.

Lamina is not responsible for service level failures attributable to (i) Subscriber’s or its contractors’ or vendors’ acts or omissions; (ii) Non-Lamina Applications; or (iii) Force Majeure Events (the “Excluded Service Level Failures”).

Product enhancement requests fall outside of the scope of the Support Services. Enhancement requests will be reviewed and prioritized in Lamina’s sole discretion based on resource availability and impact to the Services.

The Internet browsers supported by the Services are set forth in Lamina Knowledge Base and are subject to change.

The following list contains examples of services that are not included as part of the Support Services. However, this list is not exhaustive, and Lamina may elect in its sole discretion to provide these services in accordance with a statement of work that is mutually agreed to and signed by an authorized representative of Lamina and Subscriber, and such services may be subject to additional fees:

• Support for, or otherwise related to, any products, features, functionality, integrations or customizations not delivered by Lamina to Subscriber as part of the Services.
• Support due to causes other than ordinary use of the Services by Subscriber, Authorized Users, or caused by deliberate or negligent acts of such users.
• Maintenance, programming or telephone support for Subscriber’s operational errors or use of software or equipment not provided as part of the Services.
• Onboarding implementation, testing services and additional training services.
• Support in connection with troubleshooting Subscriber’s network infrastructure.
• Code changes required as a result of third-party software upgrades not provided as part of the Services.
• Support in connection with correcting data integrity issues caused by incorrect or bad data delivered to Lamina for processing.

9. Business Disaster Recovery Service Level Objectives

Lamina’s recovery objectives during any recovery period are:

• Recovery Time Objective (RTO) (the time period within which the Services must be restored after a disaster or disruption event): Twelve (12) Hours.
• Recovery Point Objective (RPO) (maximum amount of acceptable data loss, measured in hours or minutes preceding a disaster or disruption event): Four (4) Hours.

The time periods set forth above are objectives but Lamina does not guarantee such objectives will be met and will not be liable for a failure to meet such objectives.

10. Availability Service Level

Lamina shall use commercially reasonable efforts to make the Platform Services Available (as defined below), as measured over the course of any one calendar quarter period, at least 99.5% of the time (the “Availability Service Level”). “Not Available” means the Platform Services are not available as a result of a Level 1 – Critical issue.

The Availability Service Level is calculated per calendar quarter as follows:

(((Total – Excluded) – Nonexcluded) / Total – Excluded) * 100% = at least 99.5%

Definitions:

• “Total” means the total number of minutes in the calendar quarter.
• “Nonexcluded” means the total number of minutes that the Platform Services are Not Available in a given quarter.
• “Excluded” means the total number of minutes in the calendar quarter of (i) downtime for Scheduled Maintenance or critical Updates, (ii) downtime caused by Excluded Service Level Failures, or (iii) downtime agreed with Subscriber as excluded.

Any Lamina planned maintenance in production environments (“Scheduled Maintenance”) shall, to the extent practicable, occur during the hours set forth in the table below. All times are subject to change upon thirty (30) days’ notice provided in Lamina Knowledge Base.

Region: North America

Scheduled Maintenance Hours: 8:00 p.m. ET Friday to 8:00 a.m. ET Monday

For any partial calendar quarter during which Subscriber subscribes to the Platform Services, Availability will be calculated based on the entire calendar quarter, not just the portion for which Subscriber subscribed. In addition, downtime of some specific features or functions within the Platform Services, while others remain available, will not constitute downtime, so long as the unavailable features or functions are not, in the aggregate, material to the Platform Services as a whole.

The Availability Service Level applies to production environments only, when running the current generally available release of the Lamina Platform and the previous monthly release.