Support and SLA Policy

Effective Date: June 30, 2026 Entity: Privatica, Inc. Mailing Address: 2810 N Church St STE 89170, Wilmington, DE 19802, United States Primary Site: https://thetam.app

This Support and SLA Policy applies unless a separate signed agreement or order form states otherwise.

1. Support Channels

Support: support@thetam.app Billing: billing@thetam.app Security: security@thetam.app

2. Support Hours

Standard support is provided during reasonable business hours, excluding U.S. federal holidays, unless otherwise agreed.

3. Severity Levels

Severity 1 — Critical

Production service unavailable for most users, data access unavailable, or confirmed security incident.

Severity 2 — High

Major feature unavailable, significant workflow blocked, or severe degradation.

Severity 3 — Normal

Bug, question, configuration issue, or non-critical feature problem.

Severity 4 — Low

General question, documentation issue, or enhancement request.

4. Response Targets

Unless a signed agreement states otherwise, response times are targets, not guarantees:

• Severity 1: commercially reasonable urgent response;

• Severity 2: priority response;

• Severity 3: standard support queue;

• Severity 4: standard support queue or backlog.

5. Exclusions

Support does not include custom development, third-party service outages, customer infrastructure, customer-created automation errors, unauthorized modifications, or unsupported environments unless agreed.

6. Enterprise SLA

Enterprise customers may receive specific uptime commitments, support hours, escalation paths, and remedies under a signed order form.