TS

Capitalized terms not defined in this Policy have the meaning stated in the ArcDynamic Platform Service Terms (the “Agreement”) between Customer and Skyrin. Technical support is limited to the scope, hours, contacts, and channels below.

1) Scope
Skyrin's support offering is available only for the technologies supported by the Services, and is limited to the following:

Configuration Issues Best practices for configuration of supported application dependencies General questions about supported software packages Identifying problems preventing access to or running the Services Providing workarounds or resolutions for known problems Answering general how-to questions, and providing pointers to documentation Troubleshooting supported software packages showing erratic or faulty behavior on the Services, independent of the user's application code Skyrin's technical support services do not extend to the following areas (Not Covered):

General debugging of Applications Rewriting application code for compatibility with ArcDynamic Modifying and/or patching third party or open source software packages for compatibility with the Services The Template or any Template Works. It is your responsibility and the responsibility of the Template User to ensure that the installation of a Template and/or any Template Work will not overwrite or damage the current or pre-existing materials or systems of the Template User. Skyrin offers paid consulting services and has active partners for anything not covered by TS. To learn more, get in touch with our sales team or go to https://arcdynamic.com/service/consulting.

2) Who can contact support?
Support is available to all registered users of Services. Support requests will only be processed if:
• The request is made through one of our official support channels (see section 3)
• The request originates from a registered Account email address
• The requester has access to the specific Services pertaining to the request

3) Support Channels
Free technical support is available exclusively through email by emailing support@arcdynamic.com. Please include customer name, services in question and detailed instructions of how to reproduce the issue, including video or screenshots.

Enhanced Technical Support is available via our ticketing system for registered users who can submit tickets and view history on previously opened tickets.

Account access issues:
If you are unable to log in or access your account, you may call us or submit a ticket by sending an e-mail from your Account email address to support@ArcDynamic.com. Please include a phone number you can be reached at as account information is not provided via email or our ticketing system.

4) Unofficial Channels
ArcDynamic support staff will only respond to support requests received through the official channels listed above.

5) Hours
ArcDynamic Support offers coverage from 9am - 5pm Pacific Standard Time, Monday - Friday, excluding US Holidays. Support inquiries may be submitted at any time. Skyrin will use commercially reasonable efforts to respond to all support inquiries but Skyrin does not guarantee that all problems will or can be resolved. Upgraded support options are available; please refer to Section 7 Upgraded Support. The ArcDynamic Platform itself is monitored 24×7. See Section 6, Proactive Monitoring for more details.

6) Proactive Monitoring
The Services are monitored 24×7 by comprehensive automated systems. In the event of any issue affecting the health and operation of ArcDynamic infrastructure, core systems, or tools, our dedicated operations team is notified and will respond immediately to diagnose and correct any issues. This 24×7 monitoring covers the entire ArcDynamic platform, benefitting all ArcDynamic users - at no charge.

In the event of an ArcDynamic Platform issue, a notice will be posted on our platform status site at https://status.skyrin.com to promptly communicate the impact and status of any such issue. If there's an ongoing platform issue, you do not need to submit a support ticket. Instead, monitor the status page which will always be kept up-to-date with the latest progress and information.

7) Upgrading Support
Please email sales@arcdynamic.com or contact your sales representative to find out about our various Support options, pricing and details.