Aletyx Support Terms

Effective Date: November 24, 2025 Version: 2025.2

These Support Terms (“Support Terms”) supplement and are incorporated by reference into the Agreement between Aletyx, Inc. (“Aletyx”) and Customer. These Support Terms govern the provision of technical support services (“Support Services”) for the Aletyx Offerings pursuant to Customer’s selected support tier.

1. SUPPORT TIER DESCRIPTIONS

1.0 Origin Tier

Customer receives:

Aletyx Decision Intelligence Offering at the Origin feature level, limited to ten (10) Production CPU Cores in aggregate across all production instances
Technical support services as specified in Section 3 below
Development and production environment support
Ticketing Portal support channel
Three (3) designated Support Access Seats

Customer acknowledges that Origin does not include phone support, email support, or 24x7 coverage. Support requests submitted outside of Aletyx standard Eastern Time business hours will be addressed on the next business day.

1.1. Pioneer Tier

Customer receives:

Aletyx Offerings designated for Pioneer tier
Technical support services as specified in Section 3 below
Production environment support only
Email and Ticketing Portal support channels
Five (5) designated Support Access Seats

1.2. Innovator Tier

Customer receives all Pioneer Tier entitlements including the Five (5) designated Support Access Seats plus:

Additional Aletyx Offerings designated for Innovator tier
CVE impact assessments for Aletyx-supported components and direct dependencies
Enhanced technical support services as specified in Section 3 below for Severity 3 and Severity 4 issues as defined in Section 5
Development and production environment support

1.3. Horizon Tier

Customer receives all Innovator Tier entitlements plus:

Additional Aletyx Offerings designated for Horizon Tier
Rule Orchestration Functionality for enhanced migration compatibility
Premium technical support services as specified in Section 3 below
Phone support channel in addition to Email and Ticketing Portal
Five (5) additional Support Access Seats for a total of Ten (10) designated Support Access Seats
24×7 support coverage

1.4. Keystone Tier

Customer receives all Horizon Tier entitlements plus:

License to Aletyx Offerings designated for Keystone tier
Additional features and services as specified in the applicable Order Form
Unlimited Support Access Seats
Premium response commitments
All environment support coverage

2. SUPPORT ACCESS SEAT GOVERNANCE

2.1. Seat Definition

A “Support Access Seat” constitutes authorization for one (1) named individual within Customer’s organization to:

Submit support cases through designated channels
Access the My Aletyx customer portal
Receive support communications and updates
Participate in support-related activities

2.2. Seat Management

Assignment: Customer administrators may designate and modify seat assignments through the My Aletyx portal, subject to tier limitations
Transferability: Seats may be reassigned between individuals once a quarter through a support ticket to change user
Individual Use: Seats are individual entitlements and may not be shared among multiple users or used for departmental or group access
Compliance: Customer shall maintain accurate records of seat assignments and ensure compliance with seat limitations
Excess Usage: Support requests from non-authorized users will be rejected
Verification Rights: Aletyx may annually verify Customer’s compliance with Support Access Seat limitations through usage reports
Reasonable Use: Support Access Seats are subject to fair use. Excessive requests may be throttled at Aletyx’s discretion.

3. SUPPORT COVERAGE AND RESPONSE COMMITMENTS

3.1. Coverage Hours

Support Tier	Coverage Hours
Origin	Standard Business Hours¹
Pioneer	Standard Business Hours¹
Innovator	Standard Business Hours¹
Horizon	24×7
Keystone	24×7

¹ Standard Business Hours: 9:00 AM to 5:00 PM Eastern Time, Monday through Friday, excluding Aletyx-observed holidays.

3.2. Support Channels

Support Tier	Support Channels
Origin	Ticketing Portal
Pioneer	Ticketing Portal
Innovator	Ticketing Portal
Horizon	Email, Ticketing Portal, Phone
Keystone	Email, Ticketing Portal, Phone

3.3. Environment Coverage

Support Tier	Covered Environments
Origin	Development and Production
Pioneer	Production Only²
Innovator	Development and Production
Horizon	Development and Production
Keystone	All Environments

² Production Environment Limitation: Pioneer tier expressly excludes support for development, testing, staging, or other non-production environments. “Production” is defined as customer-facing systems actively processing business transactions.

3.4 Geographic Coverage

For Origin, Pioneer and Innovator tiers:

All support is provided during Eastern Time business hours (9:00AM – 5:00PM ET)
Customers in other time zones acknowledge that support hours do not adjust to local time
Holiday schedule follows U.S. federal holidays and Aletyx-designated closures

For Horizon and Keystone tiers:

24×7 coverage is provided for qualifying severities
Follow-the-sun support may be available subject to mutual agreement

4. RESPONSE TIME COMMITMENTS

Aletyx will commit to the Initial Response Times and Ongoing Response Commitments based on the Severity as defined in Section 5.

4.1. Initial Response Times

Aletyx shall provide initial response to support requests within the following timeframes:

Tier	Severity 1	Severity 2	Severity 3	Severity 4
Origin	1 business day³	2 business days³	3 business days³	3 business days³
Pioneer	1 business day³	2 business day³	N/A⁴	N/A⁴
Innovator	4 business hours³	8 business hours³	2 business days³	2 business days³
Horizon	2 hours	4 business hours³	1 business day³	1 business day³
Keystone	1 hour	2 business hours³	1 business day³	1 business day³

³ Refer to section 4.3 for Response Time Calculation for business hours

⁴ Pioneer tier support is limited to issues occurring in Production Environments. Customer acknowledges that troubleshooting may require reproduction in non-production environments at Customer’s responsibility.

“Initial Response” means Aletyx’s first substantive communication acknowledging receipt of the support request and providing either: (a) a solution, (b) a workaround, (c) an action plan, or (d) a request for additional information.

4.2. Ongoing Communications.

Following initial response, Aletyx will provide regular status updates at intervals appropriate to the severity level and business impact of the issue.

4.3 Response Time Calculation

Response times are calculated in business hours during Coverage Hours only. For example:

Request received: 3:00 PM ET on a business day
Response commitment: 4 business hours
Business Hours: 9:00 AM to 5:00 PM ET
Remaining hours on Day 1: 2 hours (3:00 PM to 5:00 PM)
Remaining commitment: 2 hours
Expected response: By 11:00 AM ET the next business day

For non-business hours submissions, the response time calculation begins at the start of the next Coverage Hours period.

4.4. Security Updates

Aletyx will use commercially reasonable efforts to assess and address security vulnerabilities in the Aletyx Offerings. Critical security issues will be prioritized based on severity and exploitability. Security update availability will be communicated through the My Aletyx portal.

5. SEVERITY CLASSIFICATIONS

5.1. Severity 1 – Critical

Complete loss of service affecting all users
Critical business operations cannot be performed
No workaround available

5.2. Severity 2 – High

Partial system outage affecting subset of users
Important business operations impaired
Temporary workaround may be available but is not sustainable

5.3. Severity 3 – Medium

System operational with minor feature limitations
Reasonable workaround available
Development or testing environments affected

5.4. Severity 4 – Low

Cosmetic issues or documentation errors

5.5. Severity Adjustment

Aletyx reserves the right to adjust case severity when:

The immediate business impact has been mitigated through workaround or partial restoration
Customer is unresponsive to requests for information on Severity 1 cases for more than 4 hours
A temporary solution is in place allowing business operations to continue
The issue is identified as a known defect with an existing fix path

Severity adjustments will be communicated to Customer with justification. Examples:

Severity 1 to 2: Critical functionality restored but performance degraded
Severity 3 to 4: Workaround implemented and documented
Any severity to 4: Issue confirmed as an enhancement request rather than defect

Customer may request the re-escalation through the My Aletyx portal if business impact increases.

6. CUSTOMER RESPONSIBILITIES

6.1. Maintain Current Support Tier

Maintain an active, paid subscription for the applicable support tier throughout the Service Term.

6.2. Provide Necessary Information

Provide detailed problem descriptions including error messages, logs, and reproduction steps
Provide a reproducer
Designate qualified technical contacts
Respond promptly to Aletyx requests

6.3. Reasonable Efforts

Apply provided workarounds or temporary fixes
Implement recommended patches or updates
Maintain deployment on a Supported Version of the Aletyx Offerings, as defined in Section 7.3 (Version Support Lifecycle) and the Version Lifecycle Schedule.

7. SUPPORT LIMITATIONS

7.1. Excluded Services

Support Services do not include:

Custom development
Training (unless included in support tier)
On-site support (unless contracted)
Modified or customized code support
Support for versions that are outside of the applicable support window or otherwise designated as End-of-Support (EoS) in the Version Lifecycle Schedule, except as expressly provided in Section 7.3 (Version Support Lifecycle).
Performance optimization beyond documentation
Third-party software or hardware support
Vulnerability assessment or remediation for customer-selected third-party components and transitive dependencies beyond Aletyx-supported stack
Integration troubleshooting for customer-selected third-party libraries, connectors, or middleware
Compatibility validation for customer environment updates (OS, JVM, application server versions)
Impact analysis for CVEs in customer-managed dependency chains

7.2. Prerequisites

Support Services require:

Compliance with license terms and payment obligations
Use within system requirements
Implementation of recommended practices

7.3. Version Support Lifecycle

7.3.1 Version Hierarchy

Aletyx uses semantic versioning:

Major Version (X) – e.g., 10, 11
Minor Version (X.Y) – e.g., 10.1, 10.2
Patch Version (X.Y.Z) – e.g., 10.1.2

7.3.2 Major Version Support Window

Each Major Version (X) receives a minimum of twelve (12) months of support beginning from the General Availability (GA) date of its first Minor release (e.g., X.0).

Aletyx will provide at least twelve (12) months advance notice before a Major Version family transitions to End-of-Support (EoS).

Once a Major Version is released, customers should expect subsequent Minor and Patch releases as part of the version family.

7.3.3 Minor and Patch Version Alignment

Minor (X.Y) and Patch (X.Y.Z) releases share the same support window as their Major Version. No new support window begins upon release of a Minor or Patch version.

Aletyx only supports the latest available release, regardless of whether it is Major, Minor, or Patch.

Customers have a 60-day window to move to the latest release.

7.3.4 Patch Support Model (Latest Release + 60-Day Window)

Within an actively supported Major Version:

The latest release (latest X, X.Y, or X.Y.Z) is fully supported.
Customers running an older release have a 60-day grace period to upgrade.

If a support case is opened on an older release:

Aletyx Support will attempt to reproduce the issue on the latest release.
If the issue does not reproduce on the latest release, the customer will be asked to upgrade.
If the issue reproduces on both the older and latest releases, Aletyx will use best effort to provide a patch for the older version.

7.3.5 Support Eligibility

Customer must:

Run a version that is within the active support window of its Major Version;
Run the latest available release or be within the 60-day transition window;
Maintain compliance with license and payment terms.

Use of unsupported versions does not constitute vendor breach.

7.3.6 End-of-Support (EoS)

EoS for a Major Version ends support for all Minor and Patch versions in that Major Version family.

EoS:

Is normal lifecycle management
Does not trigger SLA penalties
Does not obligate Aletyx to provide backports
Does not trigger escrow release

7.3.7 Extended Support

After EoS, Aletyx may offer Extended Lifecycle Support (ELS) under a separate commercial agreement.

ELS terms, scope, and duration are defined in the applicable ordering documents or addenda and may be limited to Severity 1 production issues and critical security fixes.

8. ESCALATION PROCEDURES

8.1. Technical Escalation

Include case number, business justification, and impact summary.

8.2. Management Escalation

For unresolved Severity 1 and 2 issues within committed timeframes, Customer may escalate through the support ticket in the My Aletyx portal.

9. SUPPORT TERM MODIFICATIONS

9.1. Tier Changes

Upgrades anytime upon payment of fees
Downgrades only at renewal with 30 days’ notice

9.2. Seat Adjustments

Additional seats available for purchase
Reductions take effect at next renewal

10. DEFINITIONS

Aletyx Offerings: The software products, features, and services included in Customer’s selected support tier as specified in the applicable Order Form or Product Terms.
Business Hours: Aletyx’s normal business hours are Monday to Friday, 9:00AM-5:00PM ET
Coverage Hours: Hours Aletyx provides Support Services
Current Patch – highest-numbered Patch Version in a Major family
CVE: Common Vulnerabilities and Exposures
End-of-Support (EoS) – expiration of Major Version support window
My Aletyx: Customer portal for support and administration available at https://my.aletyx.ai
Production CPU Cores: Logical CPU cores allocated to instances of the applicable Aletyx Offering that are actively processing live business transactions in a production environment, excluding cores allocated exclusively to development, testing, staging, or quality assurance environments. Where an instance serves both production and non-production workloads, all cores allocated to that instance count as Production CPU Cores.
Rule Orchestration Functionality means the startProcess method implementation enabling direct invocation of business rule processes through Java API calls, which functionality is not found in the Apache KIE 10 Drools release and specifically facilitates migration from legacy rule execution architectures.
Service Term: Period Customer is entitled to Support Services
Support Access Seat: Defined in Section 2.1
Supported Version – a version inside the Major Version support window running the Current Patch or N-1 during transition
Ticketing Portal: Refers to the My Aletyx portal
Version Lifecycle Schedule: published support window information

11. ADDITIONAL TERMS

11.1. No Guarantee of Resolution

Support Services are provided on a commercially reasonable effort basis. Aletyx does not guarantee:

Resolution of any issue
Specific resolution timeframes
That all issues can be resolved
Compatibility with Customer’s specific environment or use case

11.2. Language

Support provided in English; other languages may be offered at Aletyx’s discretion.

11.3. Post-Termination Provisions

11.3.1 Survival Framework

Upon expiration or termination of this Agreement, the following provisions shall survive to the extent necessary to protect the legitimate business interests of both parties:

11.3.2 Perpetual Survivals

The following provisions survive indefinitely:

Intellectual Property Rights: All licenses, ownership provisions, and IP indemnification obligations
Limitation of Liability: The aggregate liability caps and consequential damages exclusions
Governing Law and Dispute Resolution: Forum selection, arbitration provisions, and applicable law

11.3.3 Term-Limited Survivals

The following provisions survive for the specified periods:

Confidentiality (3 years): Mutual confidentiality obligations for technical documentation, source code access, and business information exchanged during the license term
Audit Rights (2 years): Rights to verify license compliance, user counts, and deployment scope through the later of: (i) two years post-termination, or (ii) completion of any audit initiated within the term
Payment and Reconciliation (90 days): Final true-up calculations, outstanding fees, and overage charges
Data Export and Transition (60 days): Customer’s rights to retrieve their data and Aletyx’s obligation to maintain data accessibility

11.3.4 Operational Continuity

Technical Support Wind-Down: For customers current on payments, Aletyx shall provide:

30-day transition support for critical production issues (Severity 1 only)
Knowledge base access for 90 days post-termination
Final security patches for discovered vulnerabilities reported within 15 days of termination

License Deactivation: Customer acknowledges that:

Software phone-home and license validation shall cease functioning after termination
No warranty claims survive termination except for those formally documented prior to termination date
API keys and authentication tokens expire immediately upon termination

11.3.5 Reciprocal Obligations

Both parties acknowledge that survival provisions create mutual benefits:

Customer retains rights necessary for orderly transition and data preservation
Aletyx maintains protections against post-termination liability expansion
Neither party may assert new claims based on pre-termination conduct except for: (i) payment obligations, (ii) indemnification for third-party claims arising from pre-termination acts, or (iii) breaches of confidentiality discovered post-termination

11.3.6 Interpretation and Enforcement

This survival provision operates automatically without requirement for further action by either party. Survival periods commence on the effective date of termination. Where the Agreement specifies different survival periods for the same subject matter, the longer period controls. The survival of any provision shall not be construed to revive or extend any license grants, service obligations, or performance commitments beyond those explicitly enumerated herein.

The following provisions shall survive any termination or expiration of these Support Terms and continue in full force and effect:

(a) Definitions (Section 10): Perpetual survival for interpretive consistency;

(b) Customer Responsibilities (Section 6): To the extent relating to cooperation with ongoing issue resolution or payment for services rendered prior to termination, surviving for one (1) year;

(d) No Guarantee of Resolution (Section 11.1): Perpetual survival as a fundamental limitation on Aletyx’s support obligations;

(e) Data Handling (Section 11.6): Surviving for three (3) years post-termination to address potential data breach or confidentiality claims;

(f) Verification Rights (Section 2.2): Surviving for two (2) years post-termination to enable final compliance verification;

(g) Payment Obligations: Any payment obligations accrued but unpaid as of termination, surviving until satisfied;

(h) Confidentiality: Any confidentiality obligations arising from support interactions, surviving for five (5) years post-termination or as specified in the underlying Agreement;

(i) This Survival Provision (Section 11.3): Perpetual survival.

Termination shall not relieve either party of obligations incurred prior to the effective date of termination.

11.4. Exceptions to Response Times

Response time commitments do not apply during:

Scheduled maintenance windows (communicated in advance)
Force majeure events
Issues caused by Customer’s failure to follow documented requirements
Degradation due to third-party service outages

11.5. Support Delivery

Aletyx may use any combination of phone, email, and portal communications
Screen sharing sessions may be requested for diagnostic purposes (Customer’s discretion)
Support may be provided from any global Aletyx location
Aletyx may engage qualified third-party resources under NDA

11.6. Data Handling

Support activities may require Customer to share logs, configurations, or test data. Customer shall ensure any shared data is appropriately sanitized of sensitive information.

These Support Terms version 2025.2 are effective for all support subscriptions entered or renewed after November 24, 2025. Previous versions continue to apply to existing subscriptions until renewal. Material changes will be communicated 30 days in advance. The current version is always available at aletyx.ai/legal-aletyx-support-terms/

Last modified: November 24, 2025