A. SUPPORT TIERS

• Standard Support
  
  • Support Channels: Access to support via email, web tickets, or a customer support portal during available during Jupiter’s Availability
  • Availability: Monday through Friday, 6am-8pm Eastern Time, excluding holidays).
  • Scope: Includes support for questions related to access, usability/feature assistance for a Jupiter product or service, basic methodology questions, and any inquiry related to Jupiter Platform Services (as defined in the Jupiter SLA)
• Premium Support
  
  • Standard Support: All levels included in Standard Support
  • Named Support Contact: Access to a Customer Success Managers (CSM) for personalized support and strategic guidance
  • Live Support: Access to the Jupiter support team for live troubleshooting
  • Additional Scope: Access to the Jupiter Solutions Team for advanced methodology questions, science inquiries, or additional training on specific Jupiter products, services, or modules.

B. SUPPORT RESPONSE

Support Response.  Customers will email support@jupiterintel.com for any support requests. Customers will notify in the support if the inquiry is related to the availability of the Jupiter Platform (Platform Services) in which case the process and response times are dictated by the Jupiter SLA). For all other responses, Jupiter will follow the standard support response timelines below.

‍

C. Exclusions

Jupiter support does not include professional services or advisory consulting services.  All inquiries must be specific to the use or operation of Jupiter products and/or services.

Jupiter will have no obligation under this Support Policy or any other agreement with Customer for any Errors (material deviation from Specifications) caused by: (a) hardware, software or services not provided by Jupiter; (b) Customer’s use of the Platform Services in a manner not in accordance with its Documentation or Jupiter’s reasonable instructions; or (c) by other factors outside of Jupiter’s reasonable control, including without limitation, any network or device failure external to data centers operated by Jupiter or its vendors, natural disasters, war, acts of terrorism or government action.

‍