ANNEX A — SUPPORT POLICY

This Support Policy is an annex to, and an integral part of, the Enastro General Terms and Conditions (the “Terms”) published at https://enastro.com/legal/terms. Capitalised terms have the meanings given in the Terms. “You” and the “Customer” mean the person who accepted the Terms; “SmartRep”, “we” and “us” mean SMARTREP S.A..

1. Application

1.1 This Policy applies to the Standard plan only. No support, response target, availability commitment or service credit applies to the Free plan or to beta functionality, which are provided “as is” and “as available” in accordance with the Terms.

1.2 Contractual availability commitments and service credits are available only on the Enterprise plan, under a service level schedule signed as part of an Order Form. Nothing in this Policy constitutes an obligation of result.

2. Support

2.1 Support is provided in English, by email to the address notified by us and through the in-Service support channel. Support hours are Monday to Friday, 09:00–18:00 EET/EEST, excluding Greek public holidays (“Business Hours”).

2.2 Support covers: (a) defects and malfunctions of the Service; (b) web application and API functionality issues; (c) account, Organization, Workspace and access management; (d) questions on ingestion, Job configuration and API integration within the scope of the Documentation; and (e) security incident response in respect of the Service.

2.3 Support does not cover: (a) issues caused by your Audio Sources, equipment, network, systems or third-party software; (b) the content, quality or format of your recordings; (c) the design, tuning or validation of your Metrics, prompts or evaluation criteria; (d) customisation, bespoke development or migration work; (e) training beyond the Documentation and standard onboarding materials; (f) beta functionality; or (g) third-party products, models or services not supplied by us. Assistance with such matters may be provided as a chargeable professional service, subject to prior written agreement.

2.4 Notifications must be submitted by a Member and must contain sufficient information to reproduce and diagnose the issue, including the Organization, Workspace, Job and, where applicable, the identifier of the affected recording or Output. We assign a severity level to each notification, acting reasonably. Response targets are measured within Business Hours; notifications received outside Business Hours are deemed received at the start of the next period of Business Hours.

Severity	Definition	Target response
Critical	The web application or the ingestion and processing pipeline is wholly unavailable, or functioning at materially reduced capacity, for all of your Members, with no workaround available.	Four (4) Business Hours
High	Partial loss of core functionality affecting a material part of your Jobs or Members, with a reasonable workaround available.	One (1) Business Day
Medium	Limited operational impact, including minor malfunctions, reporting inaccuracies and cosmetic defects.	Two (2) Business Days
Low	General usage questions, configuration assistance, feature requests and non-production matters.	Ten (10) Business Days

2.5 The targets set out above are targets and not guarantees. Failure to meet a response target does not of itself constitute a breach of the Terms and gives rise to no service credit or other remedy.

2.6 Support relating to the accuracy of an Output is limited to the investigation of a malfunction of the Service. Variation in Outputs, including between models and model versions, does not constitute a defect.

3. Maintenance

3.1 We may perform scheduled maintenance, which we endeavour to carry out during periods of low usage, giving at least forty-eight (48) hours’ notice of standard maintenance and at least five (5) calendar days’ notice of extended maintenance. Emergency maintenance, including security patching and measures required by a Model Provider, may be performed at any time with such notice as is reasonably practicable.

3.2 Ingestion and processing are asynchronous. The queuing of Jobs during maintenance, during periods of elevated demand or during a restriction imposed by a Model Provider does not constitute unavailability, provided that queued Jobs are processed once capacity is restored.

4. Availability

4.1 We target a monthly availability of ninety-nine and a half per cent (99.5%) for the web application and the API. That target is an internal objective and not a warranty. No service credit or other remedy arises from a failure to meet it.

4.2 The following are not taken into account in monitoring that objective: scheduled and emergency maintenance; events of force majeure; failures, restrictions, rate limits or capacity constraints of internet, telecommunications, DNS, hosting, identity or Model Provider services not operated by us; any act or omission of yours, including misconfiguration, invalid Audio Source credentials and failures of your own systems; suspension in accordance with the Terms; use exceeding published rate limits; beta functionality; and the Free plan.

5. Escalation

5.1 Where a Critical issue remains unresolved after two (2) Business Days, you may escalate it by email to the address notified by us for that purpose. Escalation does not create an availability commitment or a right to compensation.