ElastixAI, Inc.

Support Policy

Last Updated: June 9, 2026

ElastixAI will use commercially reasonable efforts to respond to technical support requests in accordance with the priorities and response time targets set forth below. For purposes of this Support Policy, “Business Hours” means 8am to 6pm Pacific Time, Monday through Friday, excluding designated ElastixAI holidays. The entire period from 8am to 6pm Pacific Time is a “Business Day”.

Priority Levels

Priority	Definition
1	A catastrophic error resulting in 100% loss of access to or use of the Service by Users. The Service is not available. All instant refreshes fail. A software error rendering the Service 100% unusable by Users. No workaround is available.
2	A partial failure resulting in loss of capacity, features or functionality of the Service that impacts 50% of more of by Users. Service or system failure that impacts 50% or more of by Users. Significant degradation in response time or functional performance. Software error that impacts standard features and functionality resulting in the Service being critically restricted in use. No workaround or fix is available.
3	A partial failure resulting in loss of capacity, features or functionality of the Service impacting less than 50% of by Users. Service failure that impacts less than 50% of by Users. A software error that impacts a single feature and/or function of the Service impacting less than 50% of end-users.
4	The issue is immaterial to Users’ use of the Service, and there are suitable workarounds or alternates suggested by ElastixAI.

Response Time Targets

The response time period starts from the time the support query is logged at support@elastix.ai by Customer.

Priority	Initial Response	Problem Definition and Action Plan	Targeted Update Timing	Targeted Time to Resolution
P1	4 Business Hours	4 additional Business Hours	Every 4 Business Hours until resolved	ElastixAI will use commercially reasonable efforts to resolve within 20 Business Hours
P2	4 Business Hours	1 Business Day	Every 2 Business Days or as mutually agreed upon at time of Action Plan	ElastixAI will assign someone to work during Business Hours until resolved
P3	8 Business hours	2 Business Days	Weekly or as mutually agreed upon at time of Action Plan	Work Business Hours until resolved or determination is made that a fix is not or cannot be accommodated in current software version
P4	8 Business hours	10 Business Days	Every 2 weeks or as available via Customer’s account manager	No timeframe provided. The issue is immaterial to the use of the Service, and there are suitable workarounds or alternates suggested by ElastixAI until addressed according to ElastixAI’s development queue.