Support Policy

This Cention Support Policy ("Support Policy") accompanies the Cention Subscription Terms of Service, available at Master Subscription Agreement (the "Agreement") entered into between you ("Customer") and Cention.

Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

Cention offers support services for the Service ("Support") in accordance with the following terms:

A. Support Hours

B. Incident Submission and Customer Cooperation

Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Cention via email at support@cention.com.

Customer will provide information and cooperation to Cention as reasonably required for Cention to provide Support. This includes, without limitation, providing the following information to Cention regarding the Incident:

• A detailed description of the Incident
• Steps to reproduce the issue
• Impact on business operations
• Contact information for follow-up
• Any relevant error messages or logs
• Screenshots or recordings if applicable

C. Incident Response

Cention's Support personnel will classify a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with Cention Service Level Agreement (SLA) available at https://cention.com/sla/

Priority Levels

D. Exclusions

Cention will have no obligation to provide Support to the extent an Incident arises from:

• (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation;
• (b) general Internet problems, force majeure events or other factors outside of Cention's reasonable control;
• (c) Customer's equipment, software, network connections or other infrastructure; or
• (d) third party systems, acts or omissions.

How to Get Support

Best Practices for Support Requests