Last Updated: Oct 1, 2025

Support Services.  Support Services consist of infrastructure and application support provided by Trovata at its sole judgment in order that the services provided under the Trovata SaaS Services Order Form and Trovata SaaS Services Agreement (“Agreement”) operate satisfactorily.

Support Services will be provided in a timely and professional manner by qualified support personnel in accordance with this Support Policy.

Support Services consist of email and in-app support during regular business hours.  Regular business hours are Monday to Friday 8am to 6pm Eastern Time, excluding public holidays.  Support requests received outside of business hours will be responded to on the next business day, or sooner at our discretion.

If a support request is received by the Trovata Support team during the applicable support hours, Trovata will adhere to the following response times based on the priority level as designated by Trovata Support team:

Priority	Description	Response Time	Example
Urgent (S1)	Blocking Issue, no workaround available   *customer must be live in production	1 hr	Complete outage of Trovata Services      Complete failure of critical feature   Customer cannot conduct business because of a major system in- operability.
High (S2)	Blocking Issue, workaround available A high priority issue exists when there is no work-around to avoid the problem or if a work around would significantly impact production productivity.	4 hrs	Feature failure that can be bypassed or remediated by customer action
Normal (S3)	Non-Blocking Issue	24 hrs	Routine errors, Unexpected behaviors
Low (S4)	Informational Requests	48 hrs	Feature  requests,  how – to  requests defined in documentation

Severity 1 Incidents. 

A Severity 1 incident is one that impacts Service Availability, or impedes core product functionality as reasonably determined by Trovata. In the event of a Severity 1 incident the following shall apply.

• Response efforts will occur within 1 hour of receiving notice
• A dedicated engineering triage group will coordinate the investigation of the issue and continue until the issue has been resolved regardless of existing work scope;
• A dedicated point of contact will coordinate communication and status updates with the customer for all activities performed;
• All investigative activities will be meticulously documented inclusive of:
  • meeting minutes;
  • data log access;
  • customer requests;
  • identified issues with reproduction steps;
  • identified intrusions with source data if available;
  • remediation steps and changes introduced; and
• Resolutions will be introduced immediately subject to Trovata’s internal risk and quality processes.

 

End of Day Processing

End of Day/Beginning of Day processing typically runs between 6-9 pm est. During which period the Software is not available by end of day users. EOD Processing begins at approximately 7:00 pm ET, business days and is expected to complete within 2 hours.

 

Disaster Recovery Incidents 

Trovata has in place business continuity and disaster recovery procedures for critical systems and infrastructure. In the event of a Disaster Recovery incident the following shall apply.

• Response and remediation efforts will occur within 24 hours of receiving notice
• A dedicated point of contact will coordinate communication and status updates with the customer for all activities performed;
• A dedicated team will coordinate investigation of the extent of any data loss inclusive of:
  • affected customers;
  • source of data loss;
  • future impact analysis;
• Restoration of environments will be initiated immediately upon identification of safe pathways to do so; and
• After action, report and risk mitigation will be documented and delivered to any affected customers or stakeholders.

 

This Policy may be updated by Trovata from time to time in its sole discretion, however such updates will not result in a material reduction in the level of services provided for which the applicable service fees have been paid.

You are only eligible to receive Maintenance if you have an active Agreement, remain current on all applicable service fees due and payable to Trovata, are on a supported non end of life version, , and are otherwise compliant with your applicable contractual obligations.