Maintenance and Support Policy

This Maintenance and Support Policy (the “Policy”) describes the maintenance and support services provided by InvoiceNow Biz F.Z.C. (“InvoiceNow Biz” or “ASP”) for the electronic invoicing and related services (the “Services”). It forms part of, and is incorporated by reference into, the applicable end user licence agreement or service terms (the “Agreement”), and complements the Service Level Agreement (which sets out availability). Capitalised terms not defined here have the meaning given in the Agreement.

1. Support tiers

1.1 Standard support is included with the Services: support during Support hours, with 24×7 cover for Critical incidents. Enhanced and Premium (24×7 all-severity) support, and a technical account manager, are available as options set out in the applicable order.

2. Case severity and response targets

2.1 Target response times are the time within which ASP acknowledges a case and begins working on it. Resolution and workaround times are worked in good faith but are not committed service levels.

3. Support hours and channels

3.1 Support hours are Monday to Friday, business hours in the Customer’s region, excluding local public holidays; Critical incidents are covered 24×7. Cases are submitted through the ASP portal and the published support channels, supported by an online knowledge base and self-help resources.

4. Case handling and escalation

4.1 ASP performs an initial triage of each case, assigns a severity, and escalates to higher support tiers as necessary. ASP provides reasonable status updates until the case is closed. Severity may be re-assessed as more information becomes available.

5. Root cause analysis

5.1 For Critical and High incidents, ASP will, on the Customer’s request, provide a root cause analysis — for Critical incidents within three (3) Business Days and for High incidents within five (5) Business Days of resolution.

6. Maintenance and updates

6.1 ASP maintains and updates the Services, including patches and version updates, at no additional charge to the extent they form part of the standard product. Scheduled maintenance is notified at least twenty-four (24) hours in advance and performed outside peak hours where practicable; emergency maintenance may be performed as required. Availability during properly notified maintenance is excluded from the availability calculation under the SLA.

7. Regulatory and accreditation support

7.1 ASP will: (a) maintain, directly or through its group affiliates, the accreditations and certifications required for the Services, including ISO/IEC 27001 and ISO 22301; (b) provide the information and evidence the Customer reasonably needs to meet its own notification and compliance obligations to a Competent Authority within applicable statutory deadlines, including in respect of an incident or system failure; (c) implement mandatory regulatory or technical-specification changes within the timeline the relevant Competent Authority prescribes; and (d) notify the Customer of material changes to regulatory requirements affecting the Services. In this Policy, “Competent Authority” means the relevant tax and data-protection authorities of each country in which the relevant Services are provided.

8. Exclusions

8.1 Support does not cover issues arising from: the Customer’s misuse of, or unauthorised modification to, the Services; third-party products, systems or connections not supplied by ASP; end-of-life or discontinued versions; pre-release, beta or evaluation features; or use contrary to the documentation or Applicable Law.

9. Changes

9.1 ASP may update this Policy from time to time and will not materially degrade the maintenance and support available to the Customer during the current term without prior notice.