1. Support Services

Customer will appoint up to two (2) individuals to contact Covlant for technical support (each, a "Designated Support Contact"). Covlant will exercise commercially reasonable efforts to resolve any failure of the Service to perform as described in Covlant documentation, as reported by a Designated Support Contact through an eligible support channel.

Covlant provides the following support channels:

• Email: support@covlant.ai

• Dedicated Slack Channel (Priority and Enterprise Tier customers only)

Support is available Monday through Friday, excluding Indian and U.S. nationally recognized holidays, unless a higher tier entitlement specifies extended coverage. Response time commitments by tier and priority are set out in the Covlant Service Level Agreement at [covlant.ai/sla].

Only requests submitted through the channels above by a Designated Support Contact are eligible for SLA response time commitments.

2. Response Times

Response time commitments vary by subscription tier and incident priority as defined in the Covlant SLA. In general:

• P1 (Critical) requests receive priority handling with the fastest available response under the Customer's tier

• Non-Urgent requests are handled within standard business hours

Any request marked "Urgent," "Critical," or "P1" in any way will be treated as a P1 request. Response time refers to initial acknowledgment and preliminary assessment; resolution time will be communicated in the initial response and will vary based on issue complexity.

3. Nonpayment

Customer must be current on all payments due to Covlant to be eligible to receive technical support services. Covlant reserves the right to suspend support for accounts with overdue balances in accordance with the Master Cloud Services Agreement.

4. Support Qualifications

These support services are subject to the following qualifications:

1. Covlant has no responsibility or obligation for any failure of the Service caused by Customer's hardware, infrastructure, network, or third-party systems

2. Covlant has no obligation with respect to any failure that is not reproducible by Covlant or Customer

3. Covlant has no obligation for issues arising from Customer's use of the Service in a manner inconsistent with the Documentation or applicable Order Form

4. Support services are not available for free trial or pilot deployments beyond commercially reasonable best-effort assistance

5. Customer Responsibilities

In connection with support services, Customer agrees to:

1. Designate up to two (2) Designated Support Contacts, and make available other knowledgeable technical and business personnel to assist Covlant in diagnosing and resolving issues

2. Ensure that each Designated Support Contact has the degree of technical expertise appropriate for their role and has completed any applicable Covlant onboarding or training

3. Submit support requests with clear, detailed descriptions of the issue, steps to reproduce, relevant error messages, and business impact assessment

4. Respond promptly to Covlant's requests for additional information (SLA response clocks pause while awaiting Customer input)

5. Allocate reasonable resources and cooperate with Covlant personnel in connection with support services

6. Where agreed, provide remote access to relevant systems to enable Covlant personnel to perform diagnosis; where remote access is not available, provide supporting materials such as logs, screenshots, or access via a supervised web session

This Support Policy is incorporated by reference into the Covlant Master Cloud Services Agreement. Covlant reserves the right to update this policy with reasonable prior notice to Customers.