Support Policy

This Support Policy describes the support services MiseCentral LLC ("MiseCentral," "we," "us," or "our") provides to Customers in connection with the Services under the Agreement. This policy is incorporated by reference into the Agreement unless an Order Form specifies different support terms.

1. Scope

1.1. Support covers the hosted Services, Documentation, standard integrations provided by MiseCentral, and platform features described in the applicable Subscription plan.

1.2. Support does not include unlimited Professional Services, custom development, on-site staffing, or support for Customer-managed infrastructure, third-party Connected Services, or Connected Devices except as integration points to the Services.

1.3. Implementation, migration, training, and advisory services are governed by separate Order Forms or Statements of Work.

2. Support Channels

2.1. In-Product Support. Customers may submit support requests through the Services' support interface, which creates a ticket with a unique identifier.

2.2. Email. Customer administrators may contact support at the address published in the Documentation or Customer portal.

2.3. Emergency Security Contact. Security incidents may be reported to security@misecentral.com as described in the Incident Response Policy.

2.4. Enterprise Channels. Enterprise Order Forms may include designated support contacts, escalation paths, or priority routing.

3. Support Hours and Response Targets

3.1. Standard Support Hours. Standard support is available Monday through Friday, excluding MiseCentral observed holidays, during business hours in the Eastern Time Zone (United States), unless an Order Form states otherwise.

3.2. Severity Levels. MiseCentral classifies tickets by severity based on Customer's description and MiseCentral's reasonable assessment:

3.3. Response targets measure MiseCentral's first substantive acknowledgment or request for information, not necessarily resolution. Resolution times depend on issue complexity.

3.4. Enterprise Order Forms may specify enhanced response targets or twenty-four (24) hour coverage for Critical issues.

4. Customer Cooperation

4.1. Customer will designate support contacts authorized to request assistance and authorize Support Mode access.

4.2. Customer will provide reasonable information, logs, screenshots, and reproduction steps necessary to diagnose issues.

4.3. Customer is responsible for maintaining current administrator contacts and notification preferences.

5. Support Mode

5.1. Where necessary to diagnose or resolve issues, MiseCentral may request Customer authorization to activate Support Mode as described in the Support Mode Policy. Support Mode is temporary, ticket-bound, audited, and is not user impersonation.

5.2. Partner Support Mode may be available when a Partner is delegated by Customer under an active Partner relationship, as described in the Support Mode Policy.

6. Exclusions

6.1. Support excludes:

(a) issues caused by Customer's misuse, unauthorized modifications, or unsupported configurations; (b) failures of Customer networks, devices, or third-party systems outside MiseCentral's control; (c) use of the Services in violation of the Agreement or Acceptable Use Policy; (d) requests to recover data deleted by Customer through available controls except as data restoration may be available under the Disaster Recovery Statement; (e) training beyond reasonable guidance included with support unless purchased as Professional Services; and (f) issues during scheduled maintenance announced under the Maintenance Policy, except where maintenance fails to meet stated commitments.

7. Operational Recommendations and Advisory Outputs

7.1. Support may explain how Operational Recommendations, Company Brain outputs, and Operational Intelligence features function. Support does not guarantee outcomes of advisory outputs.

7.2. Customer remains responsible for operational, food-safety, regulatory, and business decisions made in its facilities.

8. Language

8.1. Standard support is provided in English. Additional language support may be available under enterprise arrangements.

9. Updates and Documentation

9.1. MiseCentral maintains Documentation describing Service features, administrator guides, and known limitations. Documentation updates are part of support resources.

10. Security and Privacy Requests

10.1. Requests for security questionnaires, audit information, or data protection assistance are handled under the DPA, Security and Privacy Controls Overview, and applicable enterprise terms.

11. Contact

MiseCentral LLC Attn: Support 8 The Green, Suite A Dover, DE 19901 United States legal@misecentral.com

For security incidents: security@misecentral.com For privacy requests: privacy@misecentral.com