Service Levels, Software Maintenance, and Support Services

Last updated: February 26, 2026

The purpose of this Exhibit is to define the levels of service, maintenance, and support that Partium will provide to Customer for the Software specified in the Agreement (as defined in the MSA).
This Exhibit covers both On-premises Licenses and Subscription Licenses, and refers to one or the other specifically, when the terms apply only to such cases.

1. DEFINITIONS

All capitalized terms not otherwise defined herein shall have the meanings set forth in the Agreement.

• "Incident" means a single, reproducible issue or question reported by Customer with regards to the Software, including its access, use, and Documentation.
• “Incident Support Procedure” means the procedure followed to report and support an Incident as described in Section 5 “Incident Reporting and Severity Levels” of this Exhibit.
• “Partium Support” means the operational assistance, maintenance, and technical support provided by Partium, in its reasonable judgment, during the term of the Agreement and performed in a timely and professional manner by Partium’s qualified support engineers familiar with the Software.

2. SOFTWARE UPDATES, UPGRADES, MODIFICATIONS AND FEATURE MANAGEMENT

2.1. Evolution of Software Features

Partium reserves the right to continually develop, improve, and modify the Software to enhance functionality, address security vulnerabilities, improve performance, or adapt to technological advancements and market demands. Such modifications (each hereafter a “Software Release” or “release”) may include, but are not limited to, the addition of new features, alteration of existing features, or the discontinuation of certain features or functionalities.

2.2. Minor Changes without Notice

For minor changes to the Software or Documentation that do not materially diminish its core functionality, user experience, or agreed-upon service levels (e.g., bug fixes, security patches, minor interface adjustments, performance enhancements, or non-material feature reconfigurations) (hereafter “Minor Change”), Partium may implement such changes without prior notice to the Customer. These changes are intended to maintain the quality and integrity of the Software.

2.3. Substantial Changes with Reasonable Notice

For substantial changes to the Software that may materially alter its core functionality, user interface, or impact the Customer’s operations or agreed-upon service levels (e.g., discontinuation of a significant feature, fundamental changes to workflows, or modifications requiring significant user adaptation or data migration) (hereafter “Substantial Change”), Partium shall provide to Customer with reasonable prior written notice. Reasonable prior written notice shall typically mean no less than thirty (30) calendar days before the implementation of such Substantial Change, delivered via email to the Customer’s designated contact or through in-application notifications.

2.4. Licensee's Recourse for Substantial Changes

If a Substantial Change materially and adversely impacts the Customer’s essential use of the Software as contemplated at the Effective Date (or later Renewal Date), and the Customer is unable to reasonably adapt its operations, the Customer may, as its sole and exclusive remedy, terminate this Agreement upon written notice to Partium within sixty (60) days of receiving notice of the Substantial Change, provided the change has not been withdrawn or suitably modified by Partium. In such an event, Partium shall provide a pro-rata refund of any pre-paid fees for the unused portion of the then-current subscription term, if applicable.

2.5. Support for Software Releases and End of Service Policy

Partium Support is provided for the latest Software Release made automatically available for Subscription Licenses and once installed for On-premises Licenses.

As new releases become available or installed (depending on the case), previous releases become obsolete. In accordance with this policy, Partium decides, at its sole discretion, when a prior release will be designated End of Service (“EOS”), what the end of service date (“EOS Date”) will be, and what feature or features are discontinued (the “Deprecated Software Feature(s)”) if any. Partium may also decide to withdraw support for a particular operating system, platform, application, or database by following the EOS Policy defined in this Section.

When a release reaches its EOS Date, no future development will be provided for the Deprecated Software Feature(s) and Partium Support will become out of scope for those features. This does not affect any written obligations where Partium has previously agreed to provide the Customer with Partium Support for a specified period, and such maintenance and support shall continue only for such specified period.

Partium will use reasonable efforts to provide Customer with twelve (12) months’ notice prior to the EOS Date of a future release. If a third party withdraws support for an operating system, platform, application or database, Partium may not be able to provide a longer period of EOS notice than that provided by the third party. Notifications of new releases may include upgrade or migration path information.

Upon Customer’s request, Partium may decide at its sole discretion to offer an extension of the EOS Date for a given Deprecated Software Feature through customized, fee-based Partium Support offerings set out in a separate Schedule. 

When a new release includes a Substantial Change, it may require the involvement of the Customer to use the functionalities included in the new release. Such involvement may include for example, an update of the roles assigned to Authorized Users, an update of the existing system integration with APIs of the Software, or an integration of a new API, among others.

Partium will use reasonable efforts to support Customer in advance of a transition to a new release where the Customer is required to take action to ensure their continued use of the Software. Partium shall not be responsible for any changes in the Customer’s hardware or operating environment that may be necessary as a result of a new release.

3. EXCLUSIONS FROM SUPPORT AND MAINTENANCE SERVICES

3.1. On-site support and maintenance services

On-site support and maintenance services are not within the scope of Partium Support. Partium may make on-site maintenance and support services available through separate fee-based support offerings and enhanced support maintenance tiers. If you do not have a separate agreement for on-site maintenance and support services and you request that Partium provide such on-site support services in order to address an Incident, Partium may determine in its sole discretion whether (a) to provide on-site support services and (b) to do that at its own expense. If on-site support services are provided, Partium may invoice and Customer shall pay the corresponding invoices for such services following the Terms in this Agreement.

3.2. Problems arising from non-Partium software or hardware

Partium shall not provide technical support for non-Partium software, custom code provided by you or any third party or otherwise not part of the Software functionality, problems associated with running on unsupported hardware, operating systems, or third-party software, or issues caused by Customer’s network access to the Software.

3.3. Training, consulting, or professional services

Training, consulting, or professional services are excluded from Partium Support and sold separately as indicated in Section 2 of the MSA.

3.4. Problems arising from Customer's misuse, negligence, unauthorized modifications, or use outside documented specifications

Partium shall not provide Partium Support when the Software is not used in accordance with the Documentation. You acknowledge that any changes you elect to make to your operating environment may detrimentally affect the performance of the Software and, despite the technical support provided by Partium, Partium shall not be responsible for such effects upon, or any resulting degradation in performance of, the Software. Partium is not required to provide technical support if you do not perform your responsibilities as set forth in this Agreement.

4. INCIDENT REPORTING AND SEVERITY LEVELS

4.1. Incident Support Procedure

The channel to report an Incident is Partium’s support management system (the “Service Management System”) at https://support.partium.io unless otherwise indicated in the corresponding Schedule.

When reporting Incidents, Partium Support goes through the following procedure (the “Incident Support Procedure”) with three phases:

 

4.2. Severity Levels

During Phase 1 of the Incident Support Procedure, Customer shall classify an Incident into a “Severity Level” according to the following table:

 

5. SERVICE LEVEL OBJECTIVES

5.1. Response and Target Resolution Times

The following definitions apply:

• "Response Time" is the time from when Partium receives an Incident report to when a Partium employee acknowledges receipt and activates Phase 1 of the Incident Support Procedure.

• “Target Resolution Time” is the time from the first response until a workaround or fix is applied.

• “Response Hours”: unless otherwise specified in the corresponding Schedule,

  1. Monday through Friday, 9 am to 5 pm EST (Eastern Standard Time), excluding public holidays in South Carolina, if you are executing this Agreement from the USA or Canada; or

  2. same as Tech Support Hours, if you are executing this Agreement from any other territory or jurisdiction.

• "Tech Support Hours" or “TSH”: Monday through Friday, 9:00 to 17:00 CET (Central European Time), excluding public holidays that occur simultaneously in Vienna, Austria, and Barcelona, Spain, unless otherwise specified in the corresponding Schedule.

Partium is granting customers target time commitments on the initial Response Time depending on the degree of business impact. Partium will use all reasonable efforts to meet the corresponding Target Resolution Time but is not obliged to.

See the following table for the Response Time and Target Resolution Times for each Severity Level:

 

5.2. Availability

For Subscription Licenses, we use all commercially reasonable efforts to ensure the level of availability of the Software is 99.95% on a monthly basis (“Monthly Uptime Percentage”), excluding programmed maintenance periods and any downtime caused by you or your users. This means we guarantee access to the Software with no more than 21,56 minutes per month of unavailability.

Partium Support entails using our commercially reasonable efforts, in accordance with the procedures set out here, to correct any errors and minimize any disruption, inaccessibility and/or inoperability of the Software (“Downtime”), whether scheduled or not. Partium offers a publicly available source for its Software uptime at https://partium.statuspage.io.

Due to maintenance, security or capacity issues, and also to some events over which we may not influence (Force Majeure Event, equipment malfunction, power failures, hostile attacks, etc.), the Software may be temporarily suspended or affected. Details about the terms under such events are detailed in Section 6 “Scheduled and Emergency Maintenance” of this Exhibit.

In the event of any Downtime exceeding the service levels set forth above in a given calendar month, and subject to the exclusions detailed in Section 6 “Scheduled and Emergency Maintenance” of this Exhibit, Customer’s sole and exclusive remedy shall be to receive a Service Credit. Such Service Credit shall be calculated as a percentage of the monthly Fees attributable to the month in which the Downtime occurred and shall be applied solely as a deduction against the Fees due in the Customer’s next renewal term. For the avoidance of doubt, Customer shall not be entitled to any pro rata reduction, set-off, or cash refund for such Downtime.

6. SCHEDULED AND EMERGENCY MAINTENANCE

6.1. Scheduled Maintenance

Partium may, from time to time, perform “Scheduled Maintenance” on the Software and its underlying infrastructure to ensure optimal performance, apply security updates, implement enhancements, and maintain the integrity and stability of the service. This Section defines the terms under which such maintenance will be conducted.

Scheduled Maintenance windows will typically occur during business hours and have no pre-defined frequency, time of the day, or maximum duration. Partium reserves the right to adjust these times as necessary, providing appropriate notification as outlined below.

Partium will provide Customer with prior written notice of all Scheduled Maintenance periods. Such notification will be sent via email to the designated Customer Technical Contact(s) as defined in Section 8 “Customer Responsibilities and Security Standards” below, to all affected Authorized Users, and via the in-application announcement feature at least fourteen (14) calendar days in advance of the Scheduled Maintenance. The notification will include the date, time, estimated duration, and potential impact of the Scheduled Maintenance.

During Scheduled Maintenance periods, the Software or certain features thereof may experience reduced performance, temporary unavailability, or complete interruption. Partium will endeavor to minimize any disruption to Customer's operations during these periods.

6.2. Emergency Maintenance

In unforeseen circumstances, such as critical security vulnerabilities or severe system failures, Partium may need to perform unscheduled "Emergency Maintenance." While Partium will make reasonable efforts to provide prior notification, such notice may be limited or not possible depending on the urgency of the situation.

6.3. Exclusions from Monthly Uptime Percentage

Any downtime, unavailability, or performance degradation of the Software that occurs during a pre-notified Scheduled Maintenance or during Emergency Maintenance (as defined in this Section 6) shall not be considered a Downtime for the purposes of calculating the Monthly Uptime Percentage as set out in Section 5.2. “Availability” and will therefore not count towards any remedies outlined in this Exhibit.

7. DATA PROTECTION, BACKUP, AND DISASTER RECOVERY

Partium maintains an Information Security Management System (ISMS) certified to ISO/IEC 27001, which governs our Backup procedures and verification, Recovery Point Objective (RPO) and Recovery Time Objective (RTO), Disaster Recovery Plan (DRP), and Reinforced Security Measures (Encryption and Access Control), among others.

For more information and documentation, visit https://trust.partium.io.  

8. CUSTOMER RESPONSIBILITIES AND SECURITY STANDARDS

In addition to Section 3 “Customer Obligations and Responsibilities” as set out in the Agreement, the Customer agrees to the following.

8.1. Incident report and resolution responsibilities.

Customer agrees to:

1. designate a technically qualified representative or representatives (each called a “Customer Technical Contact”) who will be Customer’s focal point to whom Partium may direct general technical information pertaining to this Agreement and specific Schedules. Customer Technical Contact(s) must have sufficient technical knowledge of the Software and environment to enable effective communication with the Partium representatives. In order to start using Partium’s Service Management system and before any Incident can be reported, Partium must be provided with the name and e-mail address, and phone number, in case such channel is included in the Schedule, of the Customer Technical Contact(s). Additional technical contacts may be provided to Partium to facilitate Incident reporting as long as they have at least similar knowledge;

2. follow the procedure set out in Section 4.1. "Incident Support Procedure" of this Exhibit and cooperate with Partium in resolving issues;

3. provide accurate and complete Incident reports to Partium with all relevant and available diagnostic information (including product or system information such as log files, snippets, traces, screenshots, etc.) pertaining to software problems for which Customer requests assistance; 

4. provide Partium with appropriate remote access to Customer’s system if necessary to assist Customer in isolating the software problem cause. Customer will remain responsible for adequately protecting its system and all data contained therein whenever it is remotely accessed by Partium with Customer’s permission;

5. use the information obtained under the Partium Support only for the support of the information processing requirements within Customer’s installations; and ensure that Partium Support is used only in relation to the Software;

6. make reasonable efforts to correct any issue and deploy corrections after consulting with Partium; and 

7. promptly install all current maintenance patches and resolutions provided by Partium.

8.2. Security Standards

Customer agrees to comply with the following Security Standards (“Security Standards”):

1. Security Breaches. A “Security Breach” is defined as a breach of security of your facility, systems, or site where our Software has been accessed or used by an unauthorized person. In the event of a Security Breach, we may suspend or terminate your access to the Software and we may conduct a security audit.

2. Notification. Notwithstanding any other legal obligations you may have, you agree to immediately notify us upon your discovery of a Security Breach, using commercial reasonable efforts to do so no more than twenty-four (24) hours after such detection. Notification shall be conducted via email to us or preferably by reporting an Incident via the Support Management System. The notification shall include a problem statement, expected resolution time (if known), and the name and phone number of your representative who we can contact to obtain Incident updates unless it’s the same person who contacted us or reported the Incident via the Support Management System.

3. Audit. We reserve the right to periodically audit your communications with the Software and systems to ensure compliance with the requirements of these Terms. Non-intrusive network and application security scans may be performed randomly without prior notice.

4. Audit Results and Response. We will provide you with detailed results of any security audit performed pursuant to these Security Standards. You will be granted thirty (30) days to resolve any issue that we identify through a security audit. Should you fail to resolve such identified issues, we may immediately suspend or terminate your access to the Software and Partium without further notice to you.