Semarchy SDP Support Policy

Version 2026.10

1. Scope

This policy describes the support services and response commitments Semarchy provides with subscriptions to the Semarchy Data Platform, whether delivered as a Semarchy-hosted service (“SaaS Services”) or deployed and operated by Customer (“Self-Hosted”), together “SDP”. Where a provision applies only to the SaaS Services or only to Self-Hosted deployments, this policy says so. This policy forms part of the Support Documentation referenced in the Agreement.

Availability of the SaaS Services, and the remedies for failure to meet the availability commitment, are set out in the Semarchy SaaS Service Level Agreement.

Semarchy may update this policy from time to time and publishes the current version at https://semarchy.com/global-support-policy. Semarchy will give Customer notice of any change that materially reduces the support applicable to Customer. Such a change applies to Customer from the start of Customer’s next subscription term.

2. Support contacts and channels

Customer may designate up to five named individuals, or ten with Connected Support (“Designated Contacts”), who are trained on SDP and authorized to raise support requests. Designated Contacts may include staff of Customer’s authorized implementation partners; all Designated Contacts count against the same limit. Customer may change its Designated Contacts at any time on written notice to Semarchy.

Designated Contacts may raise a support request by:

• opening a ticket on the Semarchy support portal;
• chat with support engineers (Connected Support only).

Severity 0 requests must be raised as an Urgent ticket on the support portal. Current contact details are maintained at https://semarchy.com/technical-support/. Status of the SaaS Services is published at status.semarchy.net.

3. Support hours

Support is provided 24 hours a day from 03:30 UTC Monday to 23:59 UTC Friday (“Support Hours”). Response commitments for Severity 1 to 3 are measured in hours within Support Hours.

Severity 0 requests are accepted and worked 24 hours a day, 7 days a week, for every support package. The Severity 0 response commitment starts when the Urgent ticket is received on the support portal.

4. Severity levels

Customer proposes an initial severity when raising a request. Semarchy confirms or adjusts it on diagnosis, applying the definitions below. Severity 0, 1 and 2 apply to production environments only. Issues in non-production environments, including test, development and free instances, are Severity 3.

Severity 0 – Urgent

Applies to the SaaS Services only. The SaaS Services are unavailable or wholly inoperable in production, no workaround is available, and the unavailability is not a result of scheduled maintenance. For Self-Hosted deployments, the highest severity is Severity 1.

Severity 1 – High

A defect in SDP, or severe application latency, blocks substantial functionality in production. Customer’s work is stopped or so severely impacted that Customer cannot reasonably continue. No reasonable workaround is available.

Severity 2 – Medium

An issue causes a limited impact on productivity or service levels. Customer’s work continues in a limited capacity and operations can proceed in a restricted fashion.

Severity 3 – Low

A general question about SDP or its functionality, or an issue with low impact on production use that causes no loss of service, such as a cosmetic, informational or minor defect. The impact is an inconvenience, which may require a workaround to restore full functionality. Severity 3 also includes all issues in development, test and other non-production environments.

The examples below are illustrative, not exhaustive. Severity is assigned under the definitions above, not by matching an example.

5. Support packages and response commitments

Core Support is included with every SDP subscription. Connected Support is a paid package that adds shorter response targets, chat, scheduled screenshares, additional Designated Contacts and an annual model audit.

Semarchy will use commercially reasonable efforts to provide an initial response within the target period above, measured from receipt of the request. An initial response is a reply from a support engineer who has taken ownership of the request. It will include a first analysis or next steps where available. Automated acknowledgements do not qualify. Response targets apply to initial response, not resolution. Service restoration is addressed in Section 6 and defect correction in Section 7.

The model audit included with Connected Support is a structured review of the customer’s data model covering model structure, attributes, indexing, jobs and settings, and workflows. It is delivered as a report with severity-rated observations, performance risks, and best-practice recommendations. It is scheduled on Customer’s request during the subscription year, and an unused audit does not carry over to a later year.

6. Service restoration (SaaS Services)

On detection or notification of a Severity 0 issue, Semarchy will work the issue continuously, without regard to Support Hours, using commercially reasonable efforts to restore service or provide a workaround.

An issue is resolved on the earliest of service being restored, a workaround being provided that is reasonable in Semarchy’s judgment, or Customer confirming resolution.

Semarchy publishes the status of the SaaS Services at status.semarchy.net. A root cause analysis is provided for Severity 0 issues on Customer’s request.

7. Defect correction

A “defect” means any failure of SDP to have the functionality or perform as described in the published Documentation for SDP.

An issue is not a defect to the extent it arises from Customer hardware, infrastructure or networks; third-party software, connections or utilities; use of SDP outside the rights granted or contrary to the Agreement or Documentation; malicious attack; force majeure; or other causes beyond Semarchy’s reasonable control. Section 8 sets out further exclusions.

Where Semarchy determines on diagnosis that a request is caused by a defect, Semarchy will use commercially reasonable efforts to correct it and will release the correction through its ordinary release process. The timing of a correction depends on its nature, complexity and testing requirements. Where a correction is not immediately available, Semarchy will use commercially reasonable efforts to provide a workaround.

Where Semarchy determines that a request is not caused by a defect, Semarchy will use commercially reasonable efforts to advise Customer and share relevant known practices.

8. Exclusions

8.1 Support does not include:

• development, modification or maintenance of custom code, scripts, extensions, integrations or data models;
• support for implementations, configurations or customizations delivered by Customer, Customer’s implementation partners or Semarchy Professional Services, except to determine whether an issue is caused by a defect in SDP;
• third-party software, hardware, networks, databases, identity providers or services, except to the extent an issue is caused by a defect in SDP. Semarchy will use commercially reasonable efforts to help Customer identify the point of failure where such third-party systems prevent data from being ingested into SDP;
• versions of SDP that are not supported under Semarchy’s published version support policy, or Self-Hosted deployments on infrastructure, operating systems or databases not listed as supported in the Documentation;
• administration of, remote control of, or changes within Customer’s environments, systems or data;
• on-site support;
• product training, implementation advice and Professional Services work. Semarchy may provide design advice on a best-effort basis, with no response or outcome commitment under this policy;
• commitments regarding feature requests, product enhancements or the product roadmap.

8.2 The severity levels and response commitments in this policy do not apply to feature or user-experience requests, product training or Professional Services work. Issues determined on diagnosis to result from misconfiguration, and how-to questions, are handled as Severity 3.

8.3 Support is provided in English and French.

9. Customer responsibilities

Semarchy will work with Customer and Customer’s implementation partners in good faith to agree access arrangements that conform to Customer’s security and data access policies. Under typical circumstances Semarchy does not require access to Customer’s production environments or data for application support.

Customer will provide timely information and access to knowledgeable personnel as reasonably required. Where Customer does not provide information reasonably requested to investigate an issue, the commitments in this policy do not apply to that issue, and response targets are paused, for the period the information is outstanding. For Severity 0 issues, Customer will make a knowledgeable contact available at all times until the issue is resolved.

For Self-Hosted deployments, Customer is responsible for operating its environment and for applying corrections and workarounds provided by Semarchy.

10. Nature of this policy

This policy describes a service arrangement and does not constitute a warranty. Semarchy’s warranties in respect of SDP are set out in the Agreement.