Updated June 2026
1. Purpose and Scope
This Customer Support & Service Levels Policy (“Support Policy”) describes the support services and service level objectives provided by DataDis Inc. (“DataDis”) in connection with its Software, Hosted Services, Products, and related Services.
This Support Policy is incorporated by reference into applicable Order Forms, Statements of Work (“SOW”), proposals, quotations, agreements, and other commercial documents entered into between DataDis and its customers (“Customer”).
Unless otherwise expressly agreed in writing, this Support Policy applies solely to standard support services provided by DataDis.
2. General Support Model
DataDis provides support services for both:
- software deployed within Customer-managed infrastructure (“On-Premise Software”); and
- software or services hosted or managed directly by DataDis (“Hosted Services”).
For greater certainty, most DataDis customers currently operate within Customer-managed On-Premise environments.
Support obligations, responsibilities, and service objectives differ depending on whether the applicable Software or Services are provided as On-Premise Software or Hosted Services.
3. Standard Support Hours
Standard support services are available during the following hours:
- Monday to Friday
- 8:00 AM to 5:00 PM Eastern Time (ET)
- Excluding statutory holidays observed by DataDis
Customers may contact DataDis during standard support hours through designated support channels for assistance with supported issues.
4. Emergency Support Availability
DataDis maintains an emergency support line for Critical Severity incidents only during the following extended support periods:
- Monday to Friday
- 6:00 AM to 8:00 AM ET
- 5:00 PM to 8:00 PM ET
- Excluding statutory holidays unless otherwise agreed in writing
Emergency support is intended solely for incidents involving complete production system unavailability or material operational interruption affecting critical business functions.
DataDis reserves the right, acting reasonably, to determine whether an issue qualifies as a Critical Severity incident.
5. Severity Levels and Response Targets
DataDis will use commercially reasonable efforts to respond to support requests in accordance with the following target response times:
Severity Level | Description | Target Response Time |
P1 – Critical | Production system unavailable or critical business interruption with no reasonable workaround available | 1 business hour |
P2 – High | Major functionality materially impacted with limited workaround available | 4 business hours |
P3 – Medium | Partial loss of functionality or non-critical operational issue with workaround available | 1 business day |
P4 – Low | Cosmetic issue, informational request, minor defect, or general assistance request | 3 business days |
For greater certainty:
- response times are targets only;
- response times do not constitute guaranteed resolution times;
- DataDis does not guarantee that any issue will be resolved within any specific timeframe.
A “response” means initial acknowledgement and commencement of reasonable investigation efforts by DataDis personnel.
6. Supported Environments
DataDis service levels and support obligations apply only where an issue is reproducible within a supported environment.
The Customer is solely responsible for maintaining all supported and compatible:
- operating systems;
- database systems;
- servers;
- virtualization environments;
- antivirus and endpoint protection systems;
- network infrastructure;
- internet connectivity;
- VPN connectivity;
- backup systems;
- cybersecurity protections; and
- third-party software, hardware, integrations, APIs, or external services.
DataDis may decline or limit support where issues are caused by unsupported, obsolete, insecure, improperly maintained, or third-party environments outside DataDis’ reasonable control.
7. On-Premise Software
For Customers using On-Premise Software, the Customer acknowledges and agrees that:
- the Software operates within Customer-managed infrastructure;
- DataDis does not control the Customer’s infrastructure, network, servers, operating systems, database administration, backups, cybersecurity protections, or internet connectivity;
- DataDis does not guarantee uptime, availability, performance, or uninterrupted operation of Customer-managed environments.
For greater certainty, the Customer is solely responsible for:
- infrastructure maintenance;
- server administration;
- database administration;
- backup and disaster recovery procedures;
- cybersecurity protections;
- operating system maintenance;
- workstation management;
- network connectivity;
- VPN configuration and maintenance; and
- all third-party systems and integrations.
DataDis’ obligations for On-Premise Software are limited to providing commercially reasonable software support services in accordance with this Support Policy.
8. Hosted Services
Where DataDis provides Hosted Services directly managed by DataDis, DataDis will use commercially reasonable efforts to maintain a target monthly availability of 99.5%.
Availability calculations exclude downtime or interruptions resulting from:
- scheduled maintenance;
- emergency maintenance;
- force majeure events;
- internet or telecommunications failures;
- Customer infrastructure or network issues;
- VPN failures;
- cloud hosting provider outages;
- Microsoft, AWS, Azure, or third-party platform outages;
- cybersecurity incidents or attacks;
- denial-of-service attacks;
- Customer misuse;
- unsupported configurations; and
- failures caused by third-party systems, integrations, APIs, or external services.
The foregoing availability target is a performance objective only and does not constitute a warranty or guarantee.
9. Scheduled Maintenance
DataDis may perform scheduled maintenance, upgrades, patches, or updates from time to time, which may temporarily affect the availability of Hosted Services.
Where reasonably practicable, DataDis will provide advance notice of scheduled maintenance expected to materially impact Hosted Services availability.
Emergency maintenance may be performed at any time without prior notice where necessary to protect the security, stability, integrity, or operation of the Services.
10. Artificial Intelligence Features
To the extent the Software or Services include artificial intelligence, machine learning, predictive analytics, or generative AI functionality (“AI Features”):
- AI Features are provided on a best-efforts basis only;
- AI Features are excluded from any uptime commitments or service level objectives;
- DataDis does not guarantee the availability, accuracy, reliability, completeness, or uninterrupted operation of AI Features.
Customer remains solely responsible for independently reviewing and validating any outputs, recommendations, predictions, or results generated by AI Features.
11. Exclusions
Unless otherwise expressly agreed in writing, support services do not include:
• administration of Customer infrastructure;
• database tuning or optimization;
• workstation troubleshooting;
• network troubleshooting;
• VPN troubleshooting;
• third-party software or hardware support;
• cybersecurity monitoring or remediation;
• custom development;
• consulting services;
• training services;
• data recovery services;
• on-site services; or
• support for unsupported versions or environments.
Such services may be provided separately under a specific Order Form or SOW and may be subject to additional fees.
12. No Service Credits
Unless otherwise expressly agreed in writing, the Customer shall not be entitled to any service credits, refunds, fee reductions, penalties, or other compensation arising from:
• downtime;
• service interruptions;
• delayed responses;
• maintenance activities; or
• failure to meet any response targets or service level objectives described in this Support Policy.
13. Modifications
DataDis may update or modify this Support Policy from time to time.
Any modifications will become effective upon publication on DataDis’ website, unless otherwise specified.
Continued use of the Software or Services following such modifications constitutes acceptance of the updated Support Policy.
14. Entire Policy
This Support Policy supplements the applicable agreement between DataDis and the Customer.
In the event of any conflict between this Support Policy and the applicable agreement, the applicable agreement shall govern unless expressly stated otherwise.