This Service Level Agreement (“SLA”) is subject to the Master Software License Agreement (“MSLA”) or End User License Agreement (“EULA”) as applicable between Hyper Labs, Inc. d/b/a Hyperscience (“Hyperscience”) and Customer. All capitalized terms not defined herein shall have the meanings given to them in the MSLA or EULA.
1. SERVICE LEVELS
(a) Support Obligations
i. Customer shall promptly report any reproducible problems or errors with the Software (each, an “Error”) to Hyperscience in accordance with this SLA (each, a “Support Incident”). To submit a Support Incident to Hyperscience, Customer must submit a reasonably detailed description of the Error to Hyperscience using the Hyperscience Customer Portal login provided during implementation. Upon receipt of each Support Incident, the Hyperscience support team will promptly confirm receipt of the Support Incident, and classify the Error in accordance with the priority level classifications below. Hyperscience may request additional information from the Customer in order to properly determine such classification. Hyperscience will use commercially reasonable efforts to meet the Response Time Service Levels below based upon the contracted support tier of the Customer outlined in section 2(a).
ii. Support Incident Priority Descriptions
| Priority | Description |
|---|---|
| 1 | Critical issue: Document processing is completely unavailable, or system performance is consistently below required levels for an extended period and no workaround exists. |
| 2 | Degraded service: Intermittent issues and reduced quality of performance. A workaround may be available. |
| 3 | General Issue: The Software is operational but non-critical features are unavailable. Includes all issues with lower environments (ex. development, UAT) |
NOTE: Priority 1 and 2 Error Support Incidents do not include development issues or problems in non-production environments.
(b) Escalation Path
i. Hyperscience will utilize an internal escalation system to automatically escalate Support Issues that have not received a response in accordance with the Response Time Service Levels set forth in the table above. Such Support Issues will proceed through the following escalation levels:
- Customer Support Contact
- Customer Success Manager
- Director
- Vice President
(c) Service Commitments
i. Hyperscience will provide support for all Support Incidents Monday through Friday, 2:30 a.m. to 5:30 p.m EST subject to section 1(c)(ii) below (“Business Hours”), and will provide 24-hour support for Priority 1 and 2 Error Support Incidents in accordance with the Response Time Service Levels and Customer Support Tier set forth in Section 2(a) (Response SLAs) below.
ii. Hyperscience observes the following global company holidays: New Year’s Eve Day, New Year’s Day, Christmas Eve Day, and Christmas Day. During the foregoing holidays and periods of office closure, and for Support Instances submitted outside of the Hyperscience standard support hours set forth in Sections 1(c)(i) above, Hyperscience will provide support for Priority 1 and 2 Error Support Instances on a 24-hour basis in accordance with the Response Time Service Levels and Customer Support Tier set forth in Section 2(a) (Response SLAs) below, and will respond to Priority 3 Error Support Incident when Hyperscience’s offices reopen. Telephone and email support will be provided on an as-needed basis for Priority 1 and 2 Errors after a Support Incident has been submitted in accordance with Section 1(c)(i) above.
iii. Customer shall timely provide any additional information regarding Errors and any related information reasonably requested by Hyperscience.
Support Contact. Hyperscience and the Customer shall agree on named contact persons from the Customer who are entitled to report issues to Hyperscience’s support function. The number of contacts is determined by the Customer’s Support Tier. The support contact persons must have undergone relevant training in relation to the Hyperscience Platform. In case of changes in contacts, the Customer shall inform Hyperscience in writing.
2. ENTITLEMENTS
(a) Support Tier Entitlements
| Signed After May 31, 2024 | Signed On/Before May 31, 2024 | |||
| Basic | Standard | Enterprise | Legacy | |
| Features | ||||
| Customer Portal | X | X | X | X |
| Email Support | X | X | X | X |
| Knowledge Base | X | X | X | X |
| Live Issue Support | - | X | X | X |
| Governance | ||||
| Support Account Manager | Pooled | Named | Named | - |
| Support Performance Review | - | Quarterly | Monthly | - |
| Infrastructure and Risk Assessment | - | Annually | Semi-Annually | - |
| Support Characteristics | ||||
| New Versions / Updates / Fixes | X | X | X | X |
| Install / Upgrade Support | - | 1 per year | 2 per year | X |
| # of Designated Support Contacts | 5 | 15 | Unlimited | Unlimited |
| Prioritized Responses | X | X | X | - |
| 24x7 Availability | P1 | P1 & P2 | P1 & P2 | P1 & P2 |
| Response SLAs | ||||
| P1 | ||||
| Availability | 24x7 | 24x7 | 24x7 | 24x7 |
| Response Time | 4 Hours | 2 Hours | 1 Hour | 1 Hour |
| P2 | ||||
| Availability | 24x5 | 24x7 | 24x7 | 24x7 |
| Response Time | 8 Hours | 4 Hours | 2 Hours | 2 Hours |
| P3 | ||||
| Availability | Business Hours | Business Hours | Business Hours | Business Hours |
| Response Time | 16 Hours | 8 Hours | 4 Hours | 8 Hours |
(b) Commencement of Entitlements. Commencement of entitlements in accordance with Customer’s Support Tier will occur at 9:00 a.m. EST on the business day following receipt of a fully executed order between Hyperscience and the Customer.
(c) Hyperscience Release Process. Hyperscience versions are labeled in the form x.y.z (major.minor.patch) where x.y are the feature version numbers, where x is the major version number and y is a minor version number, and z is the patch release version number.
(d) Supported Versions and Support Window. Hyperscience will support each major version for a total of 18 months after it becomes generally available at two different levels of support. At any given time, Hyperscience will provide patches for the current major version and the two previous major versions.
i. Full Support (12 months after release): Hyperscience will proactively address issues and apply patches. Hyperscience will fix the following types of issues during Full Support:
- Security issues
- Major functionality bugs in features
- Regressions from previous Hyperscience versions introduced
ii. Extended Support (6 months after Full Support): Only security issues will be patched during Extended Support. In general, when the version Customer is using hits Extended Support, Customer should start planning its upgrade.
iii. Limited Support: Following the end of Extended Support, Hyperscience may direct Customer to existing patches applicable to the reported issue. Hyperscience will also direct Customer to upgrade to a more current version.
3. RESERVATION OF RIGHTS
(a) Hyperscience reserves the right to modify the terms of this SLA from time to time without notice to Customer. Customer may view the then-current SLA at hyperscience.com/sla.
(b) Hyperscience reserves the right to deploy additional entitlements to one, or more, Support Tiers from time to time without notice to Customer. Customer may view the then-current SLA at hyperscience.com/sla.
(c) Customer’s continued use of the Software shall constitute its acceptance of such terms and entitlements.
Last updated: September 8, 2025