In8Sync: Exhibit C – Support Policy

  1. Purpose
    This Support Policy outlines ln8Sync’s standards and procedures for addressing support requests related to licensed software products.
  2. Scope
    This Policy applies to all ln8Sync Support personnel and Clients with active software licenses following completion of implementation and In8Sync’s receipt of applicable payment. Support does not include implementation activities or completion of Change Requests (“CRs”). Support does not include implementation activities or completion of Change Requests (“CRs”). Upon review, Support will reclassify such requests as CRs and route them for scoping and approval in accordance with Exhibit D – Change Request Protocol.
  3. Support Access
    Support is available via the ln8Sync Customer Portal: https://in8sync.com/account
    Requests for new licenses must be directed to the ln8Sync Sales Team.
  1. Included Support Services
  • Access to Customer Portal
  • Maintenance of the ln8Sync application
  • Upgrades and planned enhancements
  • Patches for unexpected behavior
  • Responses to general “how-to” questions
  1. Excluded Services (Billable at Standard Hourly Rate)
  • Additional configurations, updates, or mappings
  • Issues caused by Client-side data/environment changes
  • Advanced training, consulting, or data cleanup
  • Any customization, enhancement, or configuration request not included in standard out-of-the-box functionality or the finalized Implementation Scope.
  1. Severity Levels and Response Commitments
     ln8Sync reserves the right to adjust severity levels to reflect actual business impact.
Severity Definition Initial Response Time
1 – Critical System outage preventing core operations Within 2 hours (business hours); same-day otherwise
2 – Important Significant impairment with moderate impact Same business day
3 – Minor Non-critical disruption or inconvenience Within 2 business days
4 – Change Request Enhancements or configuration changes Within 1–3 business days
5 – Question General inquiries Within 1–5 business days
  1. Support Procedures
  • All support must be initiated via the Customer Portal
  • Clients must provide clear issue details (e.g., screenshots, logs)
  • Clients must respond promptly to follow-up inquiries
  • Support operates Monday–Friday, 8 AM–5 PM MT
  • Cases may be closed after prolonged inactivity
  • Requests determined to be CRs will be reclassified and handled under Exhibit D
  1. Review and Updates
    This Policy may be updated periodically. Updates shall be communicated in writing and incorporated by reference into the Agreement.