Support Service Descriptions

1. Introduction and Scope

1.1 This Support Services Description is incorporated into and forms a part of the agreement between DigitalRoute and the Customer and regarding Customer’s use of the Software (“Agreement”). This document governs the provision of technical support and maintenance for the licensed Software.

1.2 Support Services apply to supported versions of the Software, as specified in the applicable Order Form and in accordance with DigitalRoute’s Release and Support Lifecycle (published at

https://infozone.atlassian.net/wiki/spaces/BUG/pages/3997741).

1.3           Support Services are available at one of two levels: Standard Support or Enhanced Support, as indicated in the Order Form.

1.4           Support Services cover the Software in its standard configuration only. Customer-specific configurations, modifications, or third-party integrations are not covered unless explicitly stated.

2. Definitions

2.1 Terms used in this Support Services Description shall have the meanings set forth in the Agreement, unless otherwise defined herein.

“Corrections” means permanent correction to the Software that resolves a Problem.

“Deliverable” has the meaning set out in Section 3.2.

“Incident” means any event reported by the Customer that falls outside the normal operation of the Software and causes, or may cause, an interruption to, or a reduction in, the performance of the Software. Incidents do not include issues arising from Customer-specific configurations.

”Problems” means the underlying cause of one or more related Incidents. Problems are identified through root cause analysis.

”Product Maintenance Phase” means a defined stage in the lifecycle of a specific Software version that determines the scope, deliverables, and SLA commitments of Support Services applicable to that version, as further described in Section 3.8.

“Response Time” means the period from the registration of an Incident in DigitalRoute’s support system until DigitalRoute acknowledges receipt of the Incident and initiates contact with the Customer.

“Restoration Time” means the period from the registration of an Incident in DigitalRoute’s support system until a temporary workaround or a Correction restores normal or near-normal operation of the Software.

“Resolution Time” means the period from the registration of an Incident in DigitalRoute’s support system until a Correction is delivered to the Customer.

“Severity Level” means the classification assigned to an Incident based on its impact on the operation, functionality, or performance of the Software, as set out in Section 3.6.

“SLA” means the applicable service level agreement, setting out the response, restoration, and resolution time commitments for each Severity Level as set out in Section 3.7.2 below.

3. Support Services

3.1  Scope

DigitalRoute shall provide remote technical support and maintenance for the Software in accordance with the Support Level (Standard or Enhanced) specified in the Order Form.  Support Services cover only the Software in its standard configuration. Customer-specific configurations, modifications, or third-party integrations are excluded unless explicitly stated.

3.2 Deliverables

DigitalRoute shall make available the following service components (each a “Deliverable”) as part of the Support Services:

3.3 The scope, availability, and associated service commitments of each Deliverable depend on (i) the applicable Support Level (Standard or Enhanced) specified in the Order Form; and
(ii) the Product Maintenance Phase (Regular, Extended, or Sustained) applicable to the relevant Software version, as defined in Section 5. For the avoidance of doubt, the Deliverables, response times, and SLA commitments may vary between support levels and Product Maintenance Phases, and any limitations or exclusions specified elsewhere in this Support Services Description apply.

3.4 Vulnerability Management

DigitalRoute maintains a Vulnerability Management Policy governing the identification, assessment, and remediation of security vulnerabilities in the Software, including embedded third‑party components. Vulnerabilities are assessed using CVSS (currently Version 3.1), and remediation is prioritised based on severity with defined targets for temporary mitigations and permanent fixes. The current Vulnerability Management Policy is available on Infozone, currently at

https://infozone.atlassian.net/wiki/spaces/BUG/pages/365527163.

3.5 Support Channels

3.5.1  The Support Services are provided remotely via:

(a)            Support Web: For registration and tracking of Incident reports.

(b)            Helpdesk: For remote assistance via telephone.

(c)            Collaboration Tools: MS Teams or other agreed collaboration platforms.

3.5.2 Support cases are managed through DigitalRoute’s Self-Service Portal, which provides access to case reporting, tracking, knowledge articles, and software downloads. Detailed guidance on portal use, user management, and case handling is available in the Self-Service Portal User Guide available on Infozone, currently at

https://digitalroute.my.site.com/s/news/digitalroute-support-user-guide-MCGIYHLWNBBNGGJECXBPWJ2INMNY.

3.5.3       All Incidents must be reported by the Customer exclusively through the Self-Service Portal. The Customer shall provide a clear description of the issue, including:

(a)            Environment in which the Incident occurred (production, test, or non-production);

(b)            Steps to reproduce the Incident (if possible);

(c)            Observed impact and severity;

(d)            Relevant logs or system information, as specified in Section 7 below.

3.5.4 DigitalRoute is not responsible for SLA measurement, prioritization, or resolution of Incidents reported via other channels (e.g., email, phone, or instant messaging) unless the report is subsequently entered into the Self-Service Portal. DigitalRoute may request additional information through the portal to support the Incident investigation.

3.6 Severity Level

Each Incident reported by the Customer shall be assigned a Severity Level reflecting its impact on the Customer’s production environment and business operations. The initial Severity Level shall be designated by the Customer upon submission of the Incident. DigitalRoute will review the designation and may, where it reasonably considers the designation inaccurate, adjust the Severity Level accordingly. Severity Levels shall be determined in accordance with the definitions set forth below, considering the operational impact, the functionality affected, and the availability of any applicable workarounds. Incidents occurring in non-production or test environments shall normally be classified one level lower than equivalent Incidents in the production environment.

3.7 Support Levels

3.7.1 Support Hours

3.7.2 SLAs

*All SLA times for Standard Support are measured during Business Hours (9:00–17:00 local time, Business Days). SLA times for Enhanced Support are measured continuously, 24/7/365. SLA clocks are paused whenever the case status indicates that DigitalRoute is awaiting information, action, or confirmation from the Customer, as further described in the Self-Service Portal User Guide, published on InfoZone on

https://digitalroute.my.site.com/s/news/digitalroute-support-user-guide-MCGIYHLWNBBNGGJECXBPWJ2INMNY. All SLAs are service targets only and shall not be construed as guarantees.

3.7.3 Exclusions

Support Services are limited to the Software in its standard, unmodified configuration. DigitalRoute is not obligated to support the configuration, setup, or operation of the Software, or any elements of the Customer’s environment. For clarity, Support Services do not include on-site assistance, implementation or upgrades, Customer-specific configurations, user training, system administration, or support related to databases, operating systems, third-party applications, or high-availability and disaster-recovery setups.
Responsibility allocation between DigitalRoute and the Customer across operational areas (Product, OS, Network, Database, Infrastructure) is set out in the Support RACI Matrix (https://infozone.atlassian.net/wiki/spaces/BUG/pages/108167732).

3.8 Escalation Procedure

If the Customer is dissatisfied with the handling, progress, or proposed resolution of an Incident, the case may be escalated in accordance with DigitalRoute’s documented escalation procedure. The escalation procedure defines escalation levels, contact details, and availability within DigitalRoute’s support organisation. The current escalation procedure applicable to Support Services is available at

https://infozone.atlassian.net/wiki/spaces/BUG/pages/205029466.

4. Service Requests

4.1 The following types of Service Requests are included in the Subscription Fee:

(a)            Support Web User Administration: Assistance with managing user accounts, roles, and permissions in Support Web, including creation, modification, and deactivation of user profiles.

(b)            Usage Questions and Product Guidance: Advisory support related to the operation and use of the Software, including explanations of features, recommended practices, workflow guidance, and clarification of product functionality

(c)            License Requests: Provision of license files required for Software installation or upgrade.

4.2 All Service Requests shall be initiated and approved by the Customer through the Support Web. The Customer’s written or electronic approval via this channel constitutes valid authorization for DigitalRoute to perform and, where applicable, invoice the requested work. DigitalRoute will document the request and its completion in the support system for transparency.

4.3 Service Requests are not subject to the Incident Severity Level classification or associated SLAs. DigitalRoute will use reasonable efforts to respond to and fulfil Service Requests in a timely manner, prioritizing them according to resource availability and the nature of the request.

4.4 Work performed in response to a Service Request that falls outside the scope of this Support Services Description is considered Professional Services and is not included in the Subscription Fee. Larger or project-based Professional Services—including, but not limited to, implementation, major configuration, integration, or consulting assignments—remain subject to the requirement of a separate Order Form executed by both Parties prior to commencement.

5. Product Maintenance Phases

5.1 General

Each Software version follows defined Product Maintenance Phases during its lifecycle. The level of Support Services and Deliverables available to Customer vary by phase. A Software version transitions sequentially from ‘Regular’ to ‘Extended’, and finally to ‘Sustained’ maintenance.

5.2 Applicability of Deliverables

The table below specifies the Deliverables available to the Customer under each Product Maintenance Phase. The timelines and duration of each phase are defined in DigitalRoute’s Release and Support Lifecycle (published at

https://infozone.atlassian.net/wiki/spaces/BUG/pages/3997741).

6. Customer Obligations

Customer is not entitled to any remedy, compensation, or other recourse under this Support Services Description or any other part of this Agreement if DigitalRoute’s performance of its obligations (including, without limitation, the provision of the Support Services) is prevented, hindered, or delayed, in whole or in part, as a result of:

(a)            any act or omission of the Customer, or of any third party engaged or authorized by the Customer, including but not limited to negligence, wilful misconduct, or use of the Software in breach of this Agreement; or

(b)            the Customer’s failure to comply with its obligations under the Agreement, including the Customer Obligations set out in this Support Services Description.

7. Data handling in connection with support services

7.1  When requesting Support Services, Customer shall ensure that any information provided to DigitalRoute, whether in a support ticket or otherwise, does not include any data that directly or indirectly identifies an individual, such as a name, identification number, location data, online identifier, or any information relating to an individual’s physical, physiological, genetic, mental, economic, cultural or social identity (“Personal Data”), nor any other sensitive, classified, protected or confidential information (“Protected Data”).

7.2  To enable DigitalRoute to perform the Support Services in connection with an Incident, the Customer may, depending on the nature of the incident and DigitalRoute’s specific request, provide the following types of information through the designated support channel:

(a)            Information that must not include any Personal Data or Protected Data:

(i)             Output of the “plist” mzsh command, used by DigitalRoute to verify the package version against the reported system version;

(ii)            System statistics from the time of the Incident;

(iii)           Java version and runtime statistics.

(b)            Information that may include Personal Data or Protected Data and therefore must be cleansed or anonymised prior to disclosure:

(i)             Log files: All available logs for the relevant incident period. Personal Data or Protected Data may, through custom configuration (e.g., APL), appear in system or application logs and must be removed before submission;

(ii)            Usage data: DigitalRoute may request input usage data alongside workflow configuration files. Such usage data must be anonymised and contain no Personal Data or Protected Data;

(iii)           Thread and memory data: Information extracted from a production environment may include Personal Data or Protected Data (e.g., UDRs). Such data must instead be taken from a non-production environment or replaced with anonymised test files;

(iv)           Network traces: Any network trace provided must be cleansed to exclude Personal Data and Protected Data.

7.3 If DigitalRoute requests additional information beyond the categories listed above, the Customer shall ensure that only data relevant to the specific support case is provided, and that such data contains no Personal Data or Protected Data.

7.4 If Customer inadvertently provides Personal Data or Protected Data to DigitalRoute, Customer shall immediately notify DigitalRoute. Upon such notice, or if DigitalRoute independently discovers that such data has been received, DigitalRoute shall delete the data in accordance with its established security procedures and inform Customer once deletion is complete.

7.5 DigitalRoute shall have no liability whatsoever arising out of or in connection with any receipt, access, use, deletion, or loss of Personal Data or Protected Data that has been provided by Customer in breach of this Section 7.