RoboKind Technical and Service Level Agreement

ROBOKIND TECHNICAL SUPPORT AND SERVICE LEVEL AGREEMENT

General. This Technical Support and Service Level Agreement (“SLA”) Exhibit describes the support services and service levels made available by RoboKind in connection with the operability, functionality, and availability of the Products and Software purchased by Customer (“Services”) and forms a part of the Customer Agreement entered into by and between RoboKind and Customer (the “Customer Agreement”). Capitalized terms not defined in this Exhibit will have the meaning given elsewhere in the Agreement. All remedies set out in this Exhibit will not be cumulative and will be Customer’s sole and exclusive remedy under the relevant SLA(s).
Scope of Services. This SLA covers Services as purchased by a Customer pursuant to a Purchase Order, as part of the Customer Agreement, including the following Services: Implementation, Training, Professional Development on Demand, web portal (“RoboKind Central”) and Data Access, Technical Support, Account Management, a One-Year Limited Warranty for Software, and a Three-Year Limited Warranty for Products as set forth in the RoboKind Limited Warranty.
RoboKind Designated Points of Contact

Title/Contact Role	Phone/fax	Email
RoboKind, or Reseller, Tier 1 – 3 Support
RoboKind Customer Success Manager	(O) fax
Reseller Account Manager (if applicable)
RoboKind Accounts Receivable/Billing

Customer Designated Points of Contact: Following execution of the Agreement, Customer will provide RoboKind with contact information (name, business hour and out of business hour phone, email address) for Customer’s administrative point of contact and technical point of contact. Updates to this contact information may be made by an authorized Customer representative by submitting a written request to RoboKind Support at support@robokind.com or submitting a ticket via RoboKind’s service desk located at https://www.robokind.com/support.

Support Desk and Event Notifications. RoboKind has established Tiered based service levels, as set forth below, for technical service and support needs for Products and Services purchased by Customers. Aside from Tier 0 Self-help support which is available 24x7/365, Tiers 1-3 technical service and support, and your Designated Points of Contact, will be available during “Business Hours, defined as 8:00AM CST to 5:00PM CST from Monday through Friday, without exception (including local, national, or international holidays). RoboKind will use commercially reasonable efforts to respond to all Customer messages within thirty-six (36) hours.

Service Maintenance. Subject to the warranty terms and conditions and the fulfillment of warranty obligations in the Customer Agreement, including Section 11 therein, RoboKind’s Limited Warranty, as set forth in Exhibit B, and RoboKind‘s EULA as set forth in Exhibit C, RoboKind may perform periodic maintenance on the Products and Software for purposes of system upgrades, maintenance, backup procedures (“Service Maintenance”). RoboKind will strive to perform such maintenance without disrupting access to the Products and Services and to minimize Outages that may be caused by Service Maintenance. Where access needs to be disrupted (“Scheduled Downtime”), RoboKind shall: (i) where possible, perform such maintenance during low usage periods; (ii) where possible, provide reasonable advance notice to Customer of the Scheduled Downtime; (iii) use commercially reasonable efforts to limit the amount of Scheduled Downtime. Customer understands that Service Maintenance may temporarily degrade the quality of the Products and Software provided or that Products and Software may become unavailable for access and use for an indeterminate amount of time (an “Outage”).

Service Level Tiers.

IT Support Level	Function	Support Description
Tier 0	Self-help and user-retrieved information	Users retrieve support information from Web- and mobile-pages or apps, including FAQs, detailed product and technical information, blog posts, manuals, and search functions. Users also use apps to access service catalogs where they can request and receive services without involving the IT staff. Email, Web forms, and social contact methods such as Twitter, LinkedIn, etc. are used to send questions and requests to upper support tiers or company personnel. Customer forums allow users to crowdsource solutions, usually without input from a RoboKind, or Reseller, Customer Success Manager or representative.
Tier 1	Basic help desk resolution and service desk delivery	Support for basic customer issues such as solving usage issues and fulfilling service desk requests that need IT involvement If no solution is available, Tier 1 Customer Success Manager or representative escalates incidents to a higher tier.
Tier 2	In-depth technical support	Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handed by Tier 1. If no solution is available, Tier 2 Customer Success Manager or representative escalates the incident to Tier 3.
Tier 3	Expert product and service support	Access to the highest technical resources available for problem resolution or new feature creation. Tier 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications. Once a cause is identified, RoboKind decides whether or not to create a new fix, depending on what caused the problem. New fixes are documented for use by Tier 1 and Tier 2 Customer Success Manager or representative.

Limitation of Liability for SLA. This SLA shall not serve to alter, modify, or otherwise amend or replace RoboKind’s Limited Warranty or EULA, any related agreements, or anything therein to the contrary, and such agreements shall control in the instance of any conflict with this SLA. Customer hereby waives any potential claims or Losses against RoboKind for any failure of Service, Service Maintenance, Outage, or decision by RoboKind regarding Service Tiers.

Customer and End User Support Services Responsibilities. RoboKind will provide technically qualified support personnel to perform all technical support services relating to the Services based on the specifications of this Exhibit. Customer or End User will contact the appropriate RoboKind designated point of contact described in this Exhibit. RoboKind will provide technical support to assist Customer or End User with the provisioning and installation of the robots, accessories, and Software. Any costs will be approved by the Customer and be included in the next invoice.