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LogicGate Customer Support Policy

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1. SEVERITY LEVEL SERVICE LEVELS.

The following definitions for four severity levels will denote each support request to LogicGate. LogicGate will assign the most appropriate severity level, in LogicGate’s discretion, to the issue that Customer is experiencing. Response time and included contacts will vary depending on the severity level associated with the support request.

Misc Customer Support Policy
  1. “First Reply Goals” shall mean the amount of time it takes LogicGate to initially reply to a new support request.
  2. “Response Goals” shall mean the amount of time that all subsequent replies to LogicGate will be responded to.
  3. “Business Minute” shall mean the minutes during a Business Day.

2. SERVICE PROCEDURES.

Customer support will be provided to all Authorized Users (as further described, and subject to the numerical and other limitations set forth, in the Order(s) then in effect) of the Services. The following procedures are for logging, tracking, and resolving issues related to the Services.

  • Standard Business Hour Support. LogicGate offers support Monday – Friday, excluding company holidays: New Years Day, Memorial Day, Juneteenth (Freedom Day), Independence Day, Labor Day, Thanksgiving Day, Friday after Thanksgiving, Christmas Eve, and Christmas Day (each a “Business Day”), during the hours of 8:00am – 5:00pm CST (“ Support Hours” or “Business Hours”).
  • Case Logging.
  • Issue Escalation. If at any time the Customer feels as if its support request is not progressing at an acceptable rate, the Customer may escalate the request through its designated LogicGate Account Executive, Account Manager, Customer Success Manager, or Technical Account Manager.
  • Resolution Process. Upon successful resolution of the issue, LogicGate Inc. will send an e-mail to the Customer confirming that the case has been closed. Once issue resolution has been confirmed, LogicGate will update the support case and tracking log.

3. MAINTENANCE AND SCHEDULED OUTAGES

  • Maintenance. Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service, that LogicGate provides to all other customers are included under support for no additional fee.
  • Scheduled Outages. LogicGate will provide as much notice as is reasonably possible and make commercially reasonable efforts to schedule outages for a time which will cause the least amount of interruption to the Customers’ business needs.

4. MONITORING & AFTER-HOURS SUPPORT

  • Automated Availability Monitoring. LogicGate uses 24×7×365 automated monitoring to detect critical availability issues affecting the Risk Cloud platform (e.g., service unavailability, widespread authentication failures, or material performance degradation).
  • Triggering After-Hours Response. Only Severity 1 issues receive support outside of Business Hours. When a potential Severity 1 incident is detected by LogicGate’s monitoring, LogicGate will initiate its response process and make commercially reasonable efforts to respond and begin remediation.
  • On-Call Engineering Coverage. LogicGate’s DevOps team operates primary and secondary on-call rotations to augment standard support coverage and enable rapid response to Severity 1 incidents outside of Business Hours.
  • Security Monitoring (MDR). LogicGate engages an external Managed Detection and Response (MDR) provider to deliver 24×7×365 security event monitoring and response for the Risk Cloud platform. MDR is not a customer support channel and does not modify Service Level goals; it augments LogicGate’s ability to detect and respond to security incidents.
  • Exclusions. Monitoring and after-hours response do not apply to configuration assistance, training, or feature requests; such requests are handled during Business Hours under Section 2.

Version 2.06

Last Updated: August 2025