About this Document 

This document was last updated on May 30, 2025. 

This Support Policy (“Support Policy”) supplements the Master License and Services Agreement entered into between Kingland and Customer (the “Agreement”) into which this Support Policy is incorporated.  Capitalized terms used in this Support Policy but not defined herein will have the meanings given to them in the Agreement. 

Kingland provides Support services for supported Versions of the Product, which consist of maintenance updates, upgrades, bug and security fixes, and technical assistance, in accordance with the terms, conditions, and service levels below (collectively, “Standard Support”). 

 

Standard Support Policy 

The following standard Support is included with the Product: 

1. Support Hours.  Support is provided during Kingland’s standard business hours (8 AM-5 PM CST), excluding weekends and holidays.  For Severity 1 Incidents, Support is available 24 hours a day, 7 days a week. 
2. Incident Submission and Customer Cooperation.  An “Incident” is a failure of a Product to operate materially in accordance with the Documentation due to a defect in such Product. Customer will designate a reasonable number of Authorized Representatives to report Incidents through Kingland’s support portal.  Authorized Representatives will provide detailed information necessary to reproduce and analyze the Incident, including but not limited to:
   1. Aspects of the Product that are unavailable or not functioning correctly
   2. The Incident’s impact on Authorized Users
   3. Start time of the Incident
   4. Steps to reproduce the Incident
   5. Relevant log files or data
   6. Wording of any error message(s).
3. Incident Response. Kingland’s Support personnel will assign a severity level (“Severity Level”) to each reported Incident and use commercially reasonable efforts to respond as follows:  

   

4. Incident Resolution.  Upon receipt of a reported Incident, Kingland will use commercially reasonable efforts to develop a correction or workaround.  Customer agrees to promptly implement any workarounds or corrections provided by Kingland.  Customer will provide Kingland with access to the Customer Infrastructure and relevant information as necessary to analyze and resolve the Incident.
5. Exclusions.  Kingland’s obligation to provide Support does not extend to:
   1. Non-conformities caused by the use of the Product in a manner inconsistent with the Agreement or Documentation.
   2. Issues caused by general internet problems, Force Majeure Events, or other factors outside of Kingland’s reasonable control.
   3. Issues related to Customer Equipment, or any other software, network connections, or infrastructure of Customer.
   4. Third-party systems, including Non-Kingland Applications, or requests for assistance with issues related to the integration or use of Non-Kingland Applications.
   5. Requests for assistance related to the unavailability of External Data Sources.  If an External Data Source outage is confirmed by Kingland, to the extent the outage can be remediated by Kingland’s reconfiguration of the External Source Template, Kingland will use reasonable efforts to reconfigure the External Source Template to provide a workaround, or Kingland may suggest a self-service workaround that Customer personnel can implement to manually retrieve information from the External Data Source. 
   6. Actions or omissions of Customer, its agents, employees, contractors, or any other person using an Authorized User’s credentials.
   7. Requests for in-depth training that will require an extended amount of time.  In such case, Customer will be referred to Kingland’s professional services department, which may provide such services at Kingland’s then-current rates.
   8. Requests for assistance in the customization of, or the development of enhancements or new features for, the Products.  In such case, Customer will be referred to Kingland’s professional services department, which may provide such services at Kingland’s then-current rates.
   9. Individuals who, in Kingland’s reasonable judgment, are abusing the customer support system.  By way of example and not by way of limitation, such abuse may include excessive requests for assistance unrelated to errors in the Products or lack of cooperation with the reasonable requests of Kingland personnel for Incident documentation.
6. Modifications.  Kingland will not modify this Support Policy during the Initial Term of a Product and Services Schedule; however, if Customer renews a Product and Service Schedule(s) for a Subsequent Term, the version of this Support Policy that is current at the time of renewal will apply during the Subsequent Term.  Customer can review the most current version of this Support Policy at any time by visiting https://www.kingland.com/data-refinery/support-policy. To obtain an earlier version of this Support Policy, please contact Kingland.