Fullstory Support Policy and Service Level Agreements

Support Policy

This Fullstory Support Policy (“Support Policy”) describes the policies and procedures under which Fullstory provides support and maintenance services (“Support Services”) to its customers. Support Services are provided pursuant to the Master Services Agreement (“Agreement”), the applicable Order Form entered into between Fullstory and Customer, and this Support Policy. Customer will receive standard support unless otherwise expressly stated in the applicable Order Form. Capitalized terms not otherwise defined in this Support Policy have the meanings given in the Agreement or the Order Form.

This Support Policy is subject to change at Fullstory’s discretion; however, such policy changes will not result in a material reduction in the level of Support Services provided during the period for which fees for the applicable SaaS Services have been paid.

1. Terms of Support. Technical support consists of support provided by Fullstory in its reasonable judgment, so that the software utilized to perform the SaaS Services as provided under the Agreement operates materially in accordance with the Documentation. The Support Services will be performed in a timely and professional manner by qualified individuals in accordance with this Support Policy. Fullstory will provide technical support during the Subscription Term as long as Customer is current in payment of applicable Fees pursuant to the Order Form and is otherwise materially compliant with the terms and conditions of the Agreement.

2. Support Period. Support Services commence on the first day of the Subscription Term and end upon the expiration or termination of the Subscription Term under the applicable Order Form (the “Support Period”). Fullstory is not obligated to provide Support Services beyond the end of the Support Period.

3. Fees. The Fees paid for the SaaS Services under an Order Form include the Support Services described in this Support Policy. Fullstory will not separately invoice Customer for support provided as part of the SaaS Services unless otherwise set forth in the Order Form.

4. Support Obligations. “Error” means a verifiable, reproducible failure of the SaaS Services to operate materially in accordance with the Documentation.

4.1. Premium Support. If and only if the current applicable Order Form states “Premium Support”, then (i) the Premium Support portions of the chart below apply in place of the Standard Support portions of the chart; (ii) for the purposes of this Exhibit, “Business Day” means Sunday 8:00pm – Friday 8:00pm Eastern Time, excluding New Year’s Day; Christmas Eve; and Christmas Day. Fullstory will conduct regular inbox check-ins during Holidays to escalate time-sensitive issues which have a significant impact on Customer’s business. When a Holiday falls on a Saturday, we will be closed on the preceding Friday. When a Holiday falls on a Sunday, we’ll be closed on the following Monday; and (iii) critical support will be provided 24 hours a day, 7 days a week, 365 days a year with no Holidays (24/7/365) solely for Severity Level 1 and 2 Errors, as defined below. Notwithstanding anything to the contrary in the Agreement or any Order Form, Premium Support is provided by Fullstory’s global support team and may be delivered from any of Fullstory’s regional support locations, including the Americas, EMEA, and APAC. The response and workaround commitments for Premium Support set forth in this Section 4 are conditioned on Fullstory’s ability to deliver Premium Support from its global team, and Fullstory does not offer Premium Support subject to any geographic delivery restriction. By signing up to receive Premium Support, Customer agrees that Fullstory is permitted to provide such Support Services (including access to and use of Customer Data necessary to provide such Support Services) from both within and outside of the United States.

4.2. Standard (Regional) Support.  Regional holidays (“Holidays”) and business hours are outlined here. Additionally, Fullstory observes a company-wide closure during the week between Christmas Day and New Year’s Day. Regional hours and Holidays are based on Customer’s billing address location.

4.3. Submission of Support Requests. Before reaching out, Customer will leverage available help documentation, which is often the quickest way to find answers. If Customer isn’t able to identify a solution using available tools and documentation, they may reach out to Fullstory by either emailing support@fullstory.com (or mobile-support@fullstory.com for native mobile applications) or by contacting Support through an online contact form. When making a request, Customer will provide requested diagnostic information including, but not limited to: (i) describing the Error and the configuration; (ii) providing relevant data; and (iii) communicating further via email or video call to answer questions and assist the Fullstory technical team as appropriate. When submitting requests for Severity Level 1 or Severity Level 2 Errors, Customer should indicate the applicable Severity Level (e.g., “Severity 1” or “Severity 2”) in the subject line of its email or in the corresponding field of the support contact form. The applicable Severity Level for any Error will be determined as set forth in Section 4.4.

4.4. Severity Levels. Fullstory and Customer will in good faith mutually agree on a Severity Level for an Error.

Notwithstanding the availability of a workaround, for severity level 1 and 2 issues Fullstory will continue to work to create a permanent fix to the Error. As used above, “next update” means the next regularly scheduled product release or hotfix that addresses the Error. Features designated by Fullstory as ‘Early Access’, ‘Beta’, ‘Proof of Concept’, or a similar denomination are not subject to the availability or support commitments in this Support Policy; such features are provided ‘as-is’ and Fullstory is not obligated to provide support, correct any errors, or resolve issues for such features. For the avoidance of doubt, Customers who participate in using a feature before it is generally available for all Fullstory customers acknowledge that these features are not covered by either the Standard or Premium Response Times or Workaround Times.

4.5. Status Page. Fullstory will maintain a status page at status.fullstory.com (the “Status Page”) to provide up-to-date information regarding current operational status as well as report when a core piece of Fullstory functionality experiences significant performance degradation that impacts a large number of customers for at least 15 minutes. On the Status Page, Customer can also subscribe to receive notifications any time Fullstory creates, updates, or resolves an incident.

5. Escalation. Customer also has the option of escalating issues within Fullstory if Fullstory fails to timely respond to or resolve an Error(s) as follows:

• 1st escalation: Customer Support or your Customer Success Manager
• 2nd escalation: Support Leadership
• 3rd escalation: VP of Global Support

6. Excused Event. The Response Times and Workaround Times set forth above do not include any time resulting from an Excused Event. “Excused Event” means any one or more of the following:

• A force majeure event as set forth in the Agreement;
• Customer’s failure to perform a reasonable request that is necessary for Fullstory to perform the Support Services (including, without limitation, operation and maintenance of the necessary Customer networks, desktops, and any Customer premises, equipment, or systems required to facilitate Fullstory’s ability to perform its obligations under this Support Policy, or provision of required information or materials);
• Failure of Customer’s equipment or the use of the SaaS Services outside of the documentation or training parameters provided by Fullstory;
• Unavailability occurring during periods of testing, development, or problem diagnosis which are scheduled in advance between the parties;
• Scheduled maintenance, meaning any planned downtime for which Fullstory provides Customer at least seven (7) days’ advance notice via the Status Page or another reasonable means; provided that, in the case of urgent maintenance reasonably required to address a security vulnerability, third-party patch, availability or material performance degradation, or other material risk to the SaaS Services, Fullstory may provide such shorter notice as is reasonable under the circumstances.
• Planned facility and equipment upgrades and migration, which are scheduled in advance and agreed to between the parties or mutually agreed upon unplanned emergencies, such as a third- party vulnerability patch; and/or
• Any third-party failure (outside of Fullstory’s reasonable control) that causes a failure of the SaaS Services to perform.

Service Levels and Credit

The Service Level commitments in this section apply only to the SaaS Services. Fullstory’s failure to make the SaaS Services Available at least 99.5% of the time in any given month during the Subscription Term, excluding the Excused Events, shall be deemed a service level default ("Service Level Default") and Customer may obtain the exclusive remedies set forth below. For purposes of this Support Policy, "Available" and its derivatives means that Customer and its authorized Users are able to access all features and functions of the SaaS Services.

Service Level Credit (Monthly):

• Above 99.5%: No Service Level Credit
• From 99% up to 99.5% and for each full percentage point below 99%, Fullstory will provide one (1) additional twenty-four hour day ("Day") to the end of the then-current Subscription Term in the applicable Order Form ("Subscription Term"). For example, if Service Availability is 97.2% for a given month, Customer would be entitled to two (2) additional Days of access to the SaaS Services.
• In the event the SaaS Services Availability falls below 90% during any given month of the Term, Customer may terminate the Agreement without penalty upon written notice to Fullstory within thirty (30) days after the end of such month and, in addition to the remedies available under this Section, receive a pro-rata refund of any prepaid but unused Fees under the Agreement and the applicable Order Form.

Request for Service Credit: Within thirty (30) days after the end of each month in which Customer believes that it is due a Service Level Credit, Customer will send an email to support@fullstory.com (i) indicating that it is due a Service Level Credit and (ii) requesting that Fullstory provide an analysis of the length of time the SaaS Services was Available during the prior month and the Service Level Credit due to Customer, along with any reasonable information to substantiate the period of Availability. If Customer disputes the Service Level Credit, Customer and Fullstory will meet and in good faith determine the amount of such Service Level Credit. If Customer does not request a Service Level Credit within such thirty (30) day period, Customer may not request a Service Level Credit for such month.