Effective Date: May 3, 2021

This document sets for the support and maintenance that Scuba will provide to Customer in connection with the Scuba software (“Scuba Software”) that Scuba licenses to Customer pursuant to the Subscription Agreement and the applicable order form executed by Scuba and Customer. Unless otherwise provided herein, all capitalized terms have the meaning given in the Master Subscription Agreement. 

General
During the Subscription Term, Scuba offers support and maintenance to the Customer for the Scuba Software in accordance with the response and priority levels set forth below. 
Customer will designate one authorized support contact. All support cases shall be coordinated through the Customer authorized support contact.  
Support is offered in English and is conducted via email or video conferencing (Google Meet, Teams, or Zoom) only.
Support constitutes troubleshooting, resolving or working around Scuba Software Errors. For the avoidance of any doubt, custom configuration, data transformation, training and other support engineering are not included in the support and maintenance provided herein and will be subject to separate written agreement and additional fees.

Requesting Support
Email: help@scuba.io & web portal: support.scuba.io
Support cases should include a detailed description of the Error, including screenshots or relevant logs and other information reasonably required by Scuba so that we can verify and reproduce the Error reported by Customer. While Customer may estimate the Priority Level of the Error when submitting a request, Scuba will confirm such Priority Level or re-designate such Priority Level. If there is a disagreement between the parties, the parties shall collaborate to resolve such disagreement in good faith.