Exhibit A: Subtraid Support Services Policy

Effective Date: 11/24/2025

Exhibit A

Subtraid Support Services Policy

Commencing on the date the Service to the Subscriber commences (the “Subscription Term”), Subtraid will provide Support Services in accordance with the terms defined herein. This Policy incorporates the definitions set forth in Section 1 of the Terms of Service. In the event of any conflict between the Terms of Service and this Exhibit A, the Terms of Service shall prevail.   

1. Exhibit Definitions

“Error(s)” means the material failure of the Service to conform to its published functional specifications.

2. Scheduled Downtime and Service Uptime

Subtraid will use commercially reasonable efforts to provide prior notice before undertaking any planned maintenance that may affect the Service. 

3. Support Services

Subtraid will provide support services to assist Subscriber in resolving Errors (“Support Services”). Support Services do not include (a) visits to Subscriber’s site; (b) any electrical, mechanical or other work with hardware, accessories or other devices associated with the use of the Service; (c) any work with any third party equipment, software or services; (d) any professional services (“Professional Services”) associated with the Service, including, without limitation, any custom development, data modeling or interpretation of results.

Subtraid will provide email support via the following: 

Subtraid heldesk: support@subtraid.com

excluding Subtraid corporate holidays and national Canadian and U.S. holidays except where noted.

Subtraid's Support Services are available only to the Subscriber's designated Authorized Users. Subtraid does not provide support of any kind to Registered Clients. Subscriber is solely responsible for providing all front-line support to its Registered Clients. Subtraid will not respond to any support requests submitted by Registered Clients.

Support Hours: 

9:00 AM - 5:00 PM Eastern, Monday-Friday

Target Response Times: 

The following response times represent the target time for initial acknowledgement of a support request only and do not constitute a binding commitment or performance guarantee regarding resolution.