Terms and Conditions

DELIVERED TECHNICAL SUPPORT SCHEDULE
Effective Aug 1, 2026

This Delivered Technical Support Schedule (the "Support Schedule") is incorporated by reference into, and forms part of, the Standard Terms as Additional Terms under Section 4.4 of the Standard Terms. Capitalized terms not otherwise defined in this Support Schedule have the meanings given to them in the Standard Terms.

1. DEFINITIONS

"Resolution" means a workaround, correction, or modification that resolves or mitigates a reported Technical Support issue.

"Support Hours" means Monday through Friday, 8:00 a.m. to 5:00 p.m. U.S. Eastern Time, excluding U.S. federal holidays, unless otherwise specified in your Order.

"Technical Support" means the support services described in this Support Schedule for issues related to the operation of the Services.

2. TECHNICAL SUPPORT

2.1 Submitting Requests

You will submit Technical Support requests through Delivered's support portal, email ticketing system, or telephone line made available to active customers. Delivered will evaluate each request, assign a Severity Level under Section 2.2 below, and provide an initial response in accordance with the applicable Response Methodology. Delivered may reclassify the Severity Level of a request as more information becomes available. Delivered's obligation with respect to a Technical Support request concludes upon delivery of a Resolution.

2.2 Exclusions

Technical Support does not include, and Delivered has no obligation to provide Technical Support for, issues arising from or related to: (a) modifications to the Services made by anyone other than Delivered; (b) your failure to implement a Resolution previously provided by Delivered; (c) your misuse of the Services or use other than as authorized under the Standard Terms; (d) your own systems, networks, hardware, or third-party software or services, including inaccurate, delayed, or unavailable Carrier Tracking Data as described in Section 9.6 of the Standard Terms; (e) use of a version of the Services other than the then-current version, where applicable; or (f) issues that are not reproducible by Delivered.

2.3 Your Responsibilities

You will (a) provide timely and accurate information reasonably necessary for Delivered to diagnose and resolve reported issues; (b) maintain, at your own cost, the hardware, software, network connectivity, and internet access necessary to access and use the Services; and (c) designate at least one Authorized User familiar with the Services to serve as your primary point of contact for Technical Support requests.

3. UPDATES TO THE SERVICES

Delivered continuously develops and deploys improvements, updates, and changes to the Services, and may modify, update, or change the Services at any time, including through continuous or frequent deployment practices, without obligation to provide advance notice. Delivered will use reasonable efforts to provide advance notice of a change that Delivered reasonably expects to materially disrupt your use of the Services or require you to modify your own integration, but no such notice is required for routine deployments, and Delivered does not guarantee that deployments will occur outside of your normal business hours.

4. TERMINATION

This Support Schedule is coterminous with the Standard Terms and terminates automatically upon expiration or termination of your Order.

5. RELATIONSHIP TO STANDARD TERMS

This Support Schedule constitutes Additional Terms incorporated into the Standard Terms pursuant to Section 4.4 of the Standard Terms. In the event of a conflict between this Support Schedule and the Standard Terms with respect to Technical Support or the availability of the Services, this Support Schedule shall control.