Appendix E — Support & SLAs

Last updated July 2026 · v.01

Required Appendix to the Master Services Agreement.

1. Purpose and Scope

This Appendix describes the support services Clasp provides in connection with the Service. Support is provided on a commercially reasonable efforts basis and does not include any service level guarantees unless expressly stated in this Appendix or an Order Form.

2. Support Channels

Clasp provides support through the following channels:

  • Email Support: Customer may submit support requests via the email address designated by Clasp.

  • In-Product Support: Customer may submit support requests through any in-product support interface Clasp makes available.

Clasp does not provide phone support, live chat support, or dedicated account representatives unless expressly stated in an Order Form.

3. Support Availability

Support is available during Clasp’s standard business hours:

  • Monday through Friday

  • 9:00 AM to 5:00 PM Pacific Time

  • Excluding Federal and all relevant state, local, and company holidays

Clasp does not provide 24/7 support, weekend support, or holiday support unless expressly stated in an Order Form.

4. Support Commitments

Clasp will use commercially reasonable efforts to:

  • acknowledge support requests,

  • investigate reported issues,

  • provide guidance or workarounds when available, and

  • resolve issues that arise from defects in the Service.

Clasp does not guarantee:

  • response times,

  • resolution times,

  • availability of specific personnel,

  • availability of engineering resources,

  • or any particular outcome.

5. Exclusions

Support does not include:

  • onboarding, implementation, or configuration services;

  • data migration or data transformation;

  • custom development or custom integrations;

  • any form of legal advice or legal analysis whatsoever under any circumstances;

  • training or education services;

  • support for Third-Party Services;

  • support for Customer’s hardware, networks, or systems;

  • support for issues caused by Customer misuse or unauthorized modifications.

6. Maintenance

Clasp may perform maintenance on the Service from time to time. Maintenance may result in temporary unavailability. Clasp will use commercially reasonable efforts to schedule maintenance during low-usage periods when practicable.

Clasp does not guarantee:

  • advance notice of maintenance,

  • maintenance windows,

  • maintenance schedules,

  • or uptime commitments.

7. Service Levels

Clasp does not provide service level guarantees, uptime guarantees, or performance guarantees unless expressly stated in an Order Form.

7.1 Clasp does not provide service credits, refunds, or financial remedies for downtime, performance issues, or support delays unless expressly stated in an Order Form.

8. Customer Responsibilities

Customer is responsible for:

  • providing accurate information in support requests;

  • cooperating with Clasp during issue investigation;

  • maintaining stable internet connectivity;

  • ensuring supported browsers and systems are used;

  • managing user access and credentials;

  • securing Customer’s own systems and networks.

9. Reservation of Rights

Clasp may update its support practices from time to time, provided such updates do not materially reduce the support described in this Appendix.