Support Services ScheduleNeodeluxe

Last Updated: April 21, 2025

This Support Services Schedule for Neodeluxe (“Schedule”) is incorporated by reference into Neostella’s Neodeluxe Master Subscription Agreement (“MSA”). Any capitalized terms not defined in this Schedule have the definitions in the MSA.

1. Neodeluxe Standard Support- Features.
   • 1.1. Product functionality issues and break/fix support.
   • 1.2. Communication of bug resolution timing and severity.
   • 1.3. Web-based customer success portal access for ticket submission, tracking, and two-way communication with support personnel.
   • 1.4. Access to Documentation.
   • 1.5. Standard ticket routing.
   • 1.6. Ability to suggest and vote on features for consideration in the Neodeluxe backlog.
     
2. Target Initial Response Time. Neostella will attempt to respond to each issue within one (1) business hours. Times are 8am-5pm UTC Monday through Friday (excluding company holidays).
   
3. Cost. Included in license subscription.
   
4. Issues. Customer will document and promptly tell Neostella of any Product issues.
   
5. Cooperation. Neostella must be able to reproduce issues to resolve them. Customer will work with Neostella to reproduce issues (including conducting diagnostic or troubleshooting activities as requested and appropriate). Also, Customer’s personnel with an applicable software Administrator license may (if Customer approves) be asked to provide remote access to their affected application for troubleshooting purposes.
   
6. Access. If Neostella cannot reasonably reproduce an issue, Customer will give Neostella access to Customer’s personnel and data.
   
7. Escalation. If Neostella cannot resolve any reproducible issues in a reasonable amount of time, Neostella will escalate the error.