Support Policy

Asaterra, LLC

Asaterra, LLC provides technical and customer support for authorized users of the Asaterra website, software platform, applications, portals, dashboards, mobile interfaces, integrations, and related services, collectively referred to as the “Platform.”

This Support Policy explains how users may request assistance, how requests are prioritized, and the responsibilities of Asaterra and its customers when resolving Platform-related issues.

This Support Policy is intended as a general guide. Any support commitments, service levels, response times, support hours, or remedies stated in an executed customer agreement will control if they differ from this Policy.

1. Scope of Support

Asaterra support may include assistance with:

• User access and account issues;
• Password and authentication problems;
• Platform navigation;
• Questions about standard Platform features;
• Configuration questions;
• Error messages and unexpected Platform behavior;
• Data-display or data-processing concerns;
• Supported integrations;
• Reporting and dashboard questions;
• Suspected security concerns;
• Service interruptions;
• Documentation and training resources; and
• General troubleshooting.

Support does not include professional legal, regulatory, environmental, engineering, accounting, tax, emergency-response, or safety advice.

2. How to Request Support

Authorized users may submit support requests through the support channels made available by Asaterra.

The primary support contact is:

Support Email: support@asaterra.com

Asaterra may also provide support through:

• An in-Platform support request;
• A customer support portal;
• Scheduled telephone or video meetings;
• Authorized customer administrators;
• Customer-specific support channels; or
• Other methods identified in the applicable customer agreement.

Support requests should not be submitted through social media, personal email accounts, or informal communication channels unless specifically directed by an authorized Asaterra representative.

3. Information to Include in a Support Request

To help Asaterra evaluate and respond to a request, users should provide:

• The user’s name and organization;
• The affected facility, account, module, record, or feature;
• A clear description of the issue;
• The date and approximate time the issue occurred;
• The steps taken before the issue occurred;
• Any error message displayed;
• Screenshots, reports, or examples when appropriate;
• The number of users affected;
• The business or operational impact;
• Whether a workaround is available; and
• Contact information for follow-up.

Users should not include passwords, multifactor-authentication codes, access tokens, payment information, government identification numbers, or unnecessary sensitive information in a support request.

4. Authorized Support Contacts

Asaterra may require customers to identify one or more authorized support contacts or customer administrators.

Authorized support contacts may be responsible for:

• Submitting requests on behalf of users;
• Confirming the scope and impact of an issue;
• Coordinating troubleshooting activities;
• Approving configuration changes;
• Managing user accounts and permissions;
• Communicating updates internally;
• Confirming whether an issue has been resolved; and
• Escalating urgent matters.

Asaterra may limit account-specific or customer-confidential information to authorized users and contacts.

5. Support Availability

Standard support is available Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern Time, excluding Asaterra-recognized U.S. holidays and published company closures.

Support requests may be submitted at any time by emailing:

Support Email: support@asaterra.com

Requests received outside standard support hours will generally be reviewed during the next available support period.

Customers reporting a potentially critical Platform issue outside standard support hours should include “CRITICAL” in the email subject line and provide the affected organization, number of users impacted, business impact, and available contact information.

Asaterra may review and respond to an after-hours critical issue on a commercially reasonable basis. After-hours monitoring, guaranteed response times, continuous support, or 24-hour coverage are not included unless expressly stated in an applicable customer agreement or enhanced support plan.

A support request is not considered received by an emergency-response service. Customers must not use the support channel as a substitute for applicable emergency, safety, environmental, regulatory, or incident-response procedures.

6. Request Prioritization

Asaterra may assign a priority based on the nature, scope, severity, and business impact of the reported issue.

Priority 1 - Critical

A critical issue may include:

• The production Platform is unavailable to substantially all authorized users;
• A material security incident is actively affecting customer information;
• A widespread failure prevents essential Platform functions;
• A severe issue creates a significant risk of data loss or corruption; or
• No reasonable workaround is available.

Priority 1 classification does not apply merely because a request is important to an individual user.

Priority 2 - High

A high-priority issue may include:

• A major feature is unavailable or materially impaired;
• Multiple users are affected;
• A significant business process cannot be completed;
• An integration failure materially affects operations; or
• A workaround is limited, difficult, or temporary.

Priority 3 - Standard

A standard-priority issue may include:

• A noncritical feature is not functioning as expected;
• A limited number of users are affected;
• A reasonable workaround is available;
• A report or configuration requires review; or
• The issue does not prevent general use of the Platform.

Priority 4 - General Request

A general request may include:

• How-to questions;
• Training requests;
• Feature suggestions;
• Documentation requests;
• Cosmetic concerns;
• General configuration questions; or
• Requests that do not involve a Platform malfunction.

Asaterra may revise the assigned priority after reviewing the circumstances.

7. Response and Resolution

A response time is the period in which Asaterra acknowledges or begins evaluating a support request.

A response time is not a guarantee that the request will be resolved within that same period.

Resolution time may depend on:

• The complexity of the issue;
• The ability to reproduce the problem;
• The availability and quality of supporting information;
• Customer responsiveness;
• Third-party systems or integrations;
• Equipment or connectivity issues;
• The need for software development or testing;
• Security considerations;
• The risk of implementing a proposed correction; and
• Other factors outside Asaterra’s reasonable control.

Any guaranteed response times, resolution targets, service credits, or remedies must be stated in an applicable customer agreement or support plan.

8. Customer Cooperation

Customers and users must reasonably cooperate with troubleshooting efforts.

Asaterra may request that the customer or user:

• Provide additional information;
• Confirm account or facility details;
• Reproduce the issue;
• Participate in a screen-sharing session;
• Review browser, device, or network settings;
• Confirm user permissions;
• Test a proposed workaround;
• Update supported software or devices;
• Contact a third-party provider;
• Provide relevant logs or reports; or
• Confirm whether the issue has been resolved.

Delays in receiving requested information or access may delay Asaterra’s investigation and response.

9. Remote Support and Access

With customer authorization, Asaterra personnel may use remote-support tools, screen sharing, administrative access, impersonation features, or temporary diagnostic access to investigate and resolve an issue.

Asaterra will use such access only for legitimate support, maintenance, security, configuration, or troubleshooting purposes.

Customers are responsible for ensuring that the individual authorizing access has appropriate authority.

Remote-support sessions may expose information displayed on the user’s device. Users should close unrelated applications and remove unnecessary sensitive information before beginning a session.

10. Supported Devices and Environments

The Platform may require a supported:

• Web browser;
• Operating system;
• Mobile device;
• Internet connection;
• Screen resolution;
• Authentication method;
• Third-party integration version; or
• Device permission.

Asaterra may publish or communicate minimum technical requirements.

Support may be limited when an issue arises from:

• An unsupported or outdated browser;
• An unsupported operating system;
• A modified or compromised device;
• A customer-controlled network;
• Browser extensions or security software;
• Insufficient connectivity;
• Unsupported third-party software;
• Customer-developed customizations; or
• Equipment outside Asaterra’s control.

Asaterra may require the user to reproduce an issue in a supported environment before further investigation.

11. Third-Party Systems and Integrations

The Platform may rely on or connect with third-party systems, equipment, data sources, identity providers, communication services, or software applications.

Asaterra will provide reasonable assistance in evaluating supported integrations. However, Asaterra does not control every third-party system and cannot guarantee:

• Third-party availability;
• Data accuracy;
• Transmission timing;
• Continued compatibility;
• Third-party support responsiveness;
• Third-party security; or
• Correction of defects within a third-party product.

The customer may be required to contact the third-party provider directly.

A delay or failure caused by a third-party system will not necessarily constitute a defect or service failure by Asaterra.

12. Customer Data and Data Corrections

Support personnel may assist with evaluating data-display, processing, synchronization, or integration concerns.

Customers remain responsible for:

• Confirming the accuracy of source data;
• Authorizing material data changes;
• Maintaining required records;
• Reviewing imported or integrated information;
• Confirming corrections;
• Preserving original records when required; and
• Determining whether corrected information must be reported to another party.

Asaterra may decline to alter customer data without appropriate authorization or sufficient supporting information.

Support assistance does not constitute certification that customer data is complete, accurate, compliant, or suitable for a particular legal, regulatory, environmental, financial, or operational purpose.

13. Security Issues

Suspected security vulnerabilities, unauthorized access, compromised credentials, or security incidents should be reported promptly to:

Security Email: security@asaterra.com

A user should immediately notify Asaterra when the user suspects:

• Account compromise;
• Unauthorized access;
• Exposure of customer information;
• A phishing attempt involving Asaterra;
• A lost or stolen device with active access;
• Misuse of authentication credentials; or
• A potential Platform vulnerability.

Security-related reports may be handled separately from routine support requests and in accordance with the Asaterra Security Notice and applicable customer agreement.

14. Emergency Situations

The Platform and Asaterra support services are not emergency-response, life-safety, fire-dispatch, spill-response, security-dispatch, medical-response, or regulatory-notification services.

Users must not rely on a support request as the sole method of reporting or responding to:

• A fire;
• A release or suspected release;
• A hazardous condition;
• An injury;
• A security threat;
• An equipment emergency;
• An immediate environmental concern; or
• A threat to people, property, or the environment.

In an emergency, users must immediately follow applicable emergency procedures and contact the appropriate emergency responders, regulatory authorities, facility personnel, equipment providers, or qualified professionals.

Submitting a support request does not satisfy a customer’s regulatory, contractual, reporting, notification, or emergency-response obligations.

15. Training and Implementation Assistance

Asaterra may provide training, implementation, onboarding, configuration, data-migration, consulting, or other professional services.

These services may be:

• Included in the applicable customer agreement;
• Provided through scheduled sessions;
• Limited to designated customer administrators;
• Subject to separate fees;
• Subject to scheduling availability; or
• Governed by a statement of work.

Routine support does not automatically include custom development, extensive retraining, data cleanup, business-process design, or customer-specific consulting.

16. Feature Requests and Product Feedback

Customers and users may submit suggestions, enhancement requests, or other feedback concerning the Platform.

Asaterra may review such requests when planning future updates. Submission of a request does not guarantee that Asaterra will:

• Develop the requested feature;
• Accept the proposed design;
• Include it in a particular release;
• Provide an estimated completion date; or
• Make the feature available without additional fees.

Product-roadmap information is subject to change and should not be relied upon as a binding commitment unless included in an executed written agreement.

17. Exclusions from Standard Support

Standard support may not include issues caused by:

• Unauthorized use;
• Credential sharing;
• Customer misconfiguration;
• Unsupported devices, browsers, or software;
• Customer networks or internet service;
• Third-party systems;
• Customer-created code or modifications;
• Failure to install required updates;
• Equipment malfunction;
• Inaccurate or incomplete source data;
• Use outside the documented purpose of the Platform;
• Violation of the Terms of Use;
• Events beyond Asaterra’s reasonable control; or
• Services not included in the customer’s subscription or agreement.

Asaterra may provide assistance with excluded matters on a reasonable-efforts basis or through separately authorized professional services.

18. Maintenance and Platform Updates

Asaterra may perform scheduled or emergency maintenance to protect, update, repair, or improve the Platform.

When reasonably practicable, Asaterra may provide advance notice of scheduled maintenance expected to materially affect availability.

Emergency maintenance may be performed without advance notice when reasonably necessary to:

• Protect Platform security;
• Address a critical defect;
• Prevent data loss;
• Restore service;
• Respond to a third-party outage; or
• Reduce a material operational risk.

Not every update, release, or maintenance activity will require customer notice.

19. Abuse of Support Services

Users must communicate with Asaterra personnel professionally and must not:

• Threaten, harass, or abuse support personnel;
• Submit knowingly false reports;
• Repeatedly submit duplicate requests;
• Attempt to obtain unauthorized information;
• Misrepresent the severity or scope of an issue;
• Use support channels for unlawful purposes; or
• Interfere with the support process.

Asaterra may restrict communications or require support requests to be coordinated through an authorized customer representative when misuse occurs.

20. Closure of Support Requests

Asaterra may close a support request when:

• The issue has been resolved;
• A reasonable workaround has been provided;
• The matter is determined not to be caused by the Platform;
• The customer confirms closure;
• Requested information is not provided after reasonable follow-up;
• The request duplicates another open issue;
• The request is converted into a professional-services engagement;
• The matter is addressed through a software update; or
• No further reasonable troubleshooting action is available.

A closed request may be reopened or resubmitted if the issue continues or new information becomes available.

21. No Additional Warranty

This Support Policy does not create a warranty, guarantee, service-level commitment, response-time obligation, resolution-time obligation, service credit, indemnification obligation, or other contractual remedy.

Any binding support commitments must be contained in an executed customer agreement, support plan, order form, or statement of work.

If this Support Policy conflicts with an executed agreement between Asaterra and a customer, the executed agreement will control to the extent of the conflict.

22. Changes to This Support Policy

Asaterra may update this Support Policy periodically to reflect changes to:

• The Platform;
• Support practices;
• Support channels;
• Technology;
• Staffing;
• Customer needs;
• Legal requirements; or
• Business operations.

The updated Support Policy will be posted with a revised effective date.

When required by an applicable customer agreement, Asaterra will provide additional notice of material changes.

23. Contact Information

Asaterra, LLC operates as a virtual company and does not maintain a public customer-facing office.

Questions or support requests may be directed to:

Support Email: support@asaterra.com

Security Email: security@asaterra.com

Privacy Email: privacy@asaterra.com

Website: asaterra.com

Formal legal notices must be provided in accordance with the applicable customer agreement and should not be sent through the support channel.

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