Support Terms

The Efficient Resource Allocation Company (TERAC) ("TERAC", "we", "us" and/or "our") provides support for our AI research and automation platform ("Services") to our customers ("Customers", "you") based on their selected plan level. These Support Terms describe how we provide support and our commitments to our Customers (as may be further defined in our agreement with you, "Support Services"). We provide updates regarding any status changes in our Services via our status page. This source provides information and you should check this source first before seeking support.

Capitalized terms used in these Support Terms but not defined here will have the meanings given to them in our Terms of Service or the Enterprise Terms and Conditions associated with an Order Form, as applicable.

Scope and Limitations

Overview

We provide Support Services that are directly related to our Services, including: AI Agents, Campaign Management, People Search, Sector Research, Contact Management, Interview Platform, Analytics, and Billing. Support Services will only be provided when requests are made to us from a member of an active TERAC account.

Our Support Services do not include debugging custom code or third-party code or services. For example, our Support Services do not include warnings, errors, other undesirable behavior as a result of scripts or Servicesnot in connection with the TERAC platform.

Support Services will be provided when our Services are used in accordance with our documentation and required best practices outlined below. Where this is not the case, we will provide Customers with this information.

Terms within separately negotiated customer agreements may supersede the scope and limitations outlined in these terms.

Regarding AI agent and automation issues

Support Services will be provided for AI agent execution and automation errors when the following criteria are met:

• The campaign or automation is configured properly according to our documentation.
• The issue is reproducible and directly related to TERAC platform functionality.
• Any errors present are not related to external APIs, third-party services, or custom configurationsnot in connection with the TERAC platform.

Support Services will only be provided for AI agent and automation errors if the following information is provided:

• A description, screenshots, and other tangible evidence of what you have tried to resolve this issue including request IDs or session identifiers, if relevant.
• Any changes made since your last successful campaign or automation run, if relevant.
• Clear steps to reproduce the issue with specific campaign or automation settings.

If any of the above criteria are not met or properly provided, we may be unable to provide Support Services for the issue and will likely recommend reviewing our documentation or testing with simplified configurations for further information.

Regarding billing issues

If you believe your invoice or billing receipt is incorrect, we strongly encourage you to contact our Customer Success team rather than filing a dispute with your card provider. Should a payment dispute be filed before getting in touch with us, we are limited in terms of the action we can take to resolve the matter. Once a dispute has been made with the card provider, the account associated with it and all services under it may be suspended until it has been resolved.

Requests for billing amendments must be made within 1 month of the date of the invoice or billing receipt. We reserve the right to decline any requests for billing alteration made beyond 1 month after the date of the invoice or billing receipt. Deleted accounts are ineligible for refunds.

Regarding data and research services

All data research requests, people search results, and sector analysis reports are provided as-is based on available sources at the time of generation. We do not guarantee the completeness or accuracy of third-party data sources. Requests for data corrections or re-runs due to external data source limitations are not covered under standard Support Services.

Data export and retention policies are subject to your subscription tier. Data recovery requests for deleted campaigns or contacts must be made within 30 days of deletion. Beyond this period, data recovery may not be possible.

Regarding Premium Application Support

For customers who have purchased Premium support with Advanced Application Support (AAS), the following additional Support Services shall be provided:

-Proactive Campaign Monitoring: Continuous monitoring of up to five (5) active campaigns you designate in advance, as well as Severity 1/Severity 2-level initial response times to detected anomalies and assistance with campaign optimization and post-incident analysis from our AI Engineering team. -Advanced Analytics and Insights: Weekly and monthly campaign performance reports and reviews; coordinated strategy reviews every other month and recommendations from our AI Research team upon initiation of AAS support and annually thereafter.

Required Best Practices

Platform configuration

Our AI platform should be used in accordance with our API rate limits and usage guidelines. Campaign configurations must follow the patterns described in our documentation. It may be necessary for you to reconfigure your campaigns and automations as per the aforementioned advice before we can assist with any performance or reliability issues. Our Customer Success team may be limited in the Support Services they can provide for performance issues related to improperly configured AI agents or automations.

Supporting your end users

You must manage support services for your own end users. If, after reasonable commercial efforts, you are unable to diagnose or resolve problems or issues in your use of our Services, you may request Support Services from TERAC.

Where We Support You

Community support forum

All Customers have access to our Community Support Forum. This is the preferred forum for questions regarding best practices, campaign optimization, or implementation, and all discussions in the forum serve as a shared resource to help other Customers. Customers on our Starter plan are expected to use the Forum to discuss suspected platform issues. Our Customer Success team may monitor questions and discussions in the forum. Support within the Community Support Forum is offered to Customers in accordance with our Community Code of Conduct.

Submitting a support ticket

Support Services will be provided to Customers who submit a support ticket when:

• The Customer holds a current paid subscription with TERAC (e.g. an Enterprise or Professional tier subscription).
• The Customer holds a current Starter plan with TERAC, and
  • The request is in relation to a billing issue, or
  • The request is in relation to a login or registration issue.
• The request adheres to the required best practices and the scope and limitations, as outlined in these terms.

A request can be submitted online by following this link.

TERAC does not guarantee the availability or validity of any advice or Support Services, or offer support, outside of the approved support channels identified above (for the avoidance of doubt, Slack is not an approved channel for formally reporting issues to TERAC), or for any of our services or third-party services or other products which do not fall within the scope of our Services.

Requests for advice or Support Services outside of the above communication channels which otherwise adhere to the scope and limitations within these terms may be referred to one of the above communication channels.

Support for Open-Source Software (OSS) owned by TERAC will be referred to other channels, unless the issue arises as a direct result of using other TERAC Services.

When We Support You

Responses

Our team aims to respond to allpaid subscription requests in a timely manner and as soon as practically possible. Customers are prioritised based on their plan and the severity of their issue as described below. We only commit to respond to Customers with an Enterprise subscription, using the target response time guidelines below.

While we endeavour to provide consistency during the resolution of support requests, the member of our team handling a request may be changed at any time.

Enterprise target response time guidelines

The table below outlines our target response time guidelines for our various support tiers of theEnterprise subscription. Our target response times relate to the time it takes for TERAC to respond to your initial request. Your Support Services tier is indicated on the order form for your Enterprise subscription.

These guidelines only apply when submitting a Support Service ticket or creating a case in the Support Center. Support through other channels (including, without limitation, through Slack channels, forums) is not subject to our standard SLA or negotiated SLA (unless we otherwise agreed in writing) and we may request that you submit a Support Services ticket. Additionally, for severity 1 issues on Premium and Premium + AAS plans, only your provided emergency contacts should contact us and work with us.

24/7 Response times.

Business hours are 8:00am to 6:00pm, Monday through Friday, for customers in time zones UTC+0 through UTC-8, excluding TERAC observed holidays.

Issue Severity

A severity level is assigned to all paid subscription Support Services tickets upon creation. The severity assignment will be selected by the Customer when submitting a Support Services ticket. We may set, upgrade and downgrade the severity level of Support Services tickets in our sole discretion. For example, if available, a temporary resolution may be provided to mitigate the material impact of a given problem, resulting in the reduction of the severity of a case. Severity levels will also be adjusted downward as your technical issue is mitigated or if you, the Customer, do not assist or provide us with needed information.

Severity 1

A severity 1 issue is reserved for the most critical cases. In nearly all cases this type of issue relates to a production campaign or critical automation. Examples of this type of issue include, but are not limited to:

• A production campaign is completely inaccessible or non-functional for end users.
• A critical AI agent or automation is subject to a security issue.
• Complete platform outage affecting multiple services.

Severity 2

A severity 2 issue is assigned to problems that prevent regular platform usage and are not impacting access to a production campaign. Examples of this type of issue include, but are not limited to:

• A production campaign is failing to execute or process correctly on the TERAC platform.
• An Enterprise feature is not working as indicated in the documentation.
• AI agent responses are significantly degraded or incorrect.

Severity 3

A severity 3 issue is used when the problem is not impacting the ability to run campaigns or core automations. Examples of this type of issue include, but are not limited to:

• Difficulty in configuring a campaign or automation feature.
• A TERAC integration is not working as indicated in the documentation.
• Analytics or reporting features are not displaying correctly.

Severity 4

A severity 4 issue is a request for information, an enhancement, or documentation clarification regarding our Services but where there is no negative impact on use of the Services.

Etiquette

Regardless of how and where TERAC provides Support Services, you must communicate in a professional and respectful manner. We do not tolerate communications that are objectionable (as determined in TERAC's sole discretion) in any manner, including, as examples only, any communications that are abusive or that use profane language. TERAC reserves the right to cease providing Support Services if you engage in any such objectionable communications.