Mesh Standard Technical Support Terms

Mesh Digital Services, Inc.
Effective Date: October 30, 2026

1. Customer Obligations

Customer will contact Mesh Digital Services Inc. (“Mesh”) by email via support@meshverify.com and agrees to provide Mesh with all information and materials requested by Mesh for use in replicating, diagnosing, and correcting an error or other problem with the Solution reported by Customer. Customer acknowledges that Mesh’s ability to provide satisfactory support services is dependent on Mesh having the information necessary to replicate the reported problem with the Solution.

2. Items Not Covered by Support Services

Mesh is not obligated to provide support services for errors or problems caused by the following: (a) use of the Solution other than as described in the Documentation and Terms of Use; or (b) third-party components not provided by Mesh.

3. Support

Mesh shall provide standard technical support services for the Solution five days a week, Monday through Friday, between the hours of 9:00 AM and 6:00 PM Pacific Time, excluding U.S. holidays.

4. Performance Issue Corrections

If the Solution is not accessible as specified in the Documentation (“Performance Issue”), Mesh will use commercially reasonable efforts to correct the Performance Issue with a level of effort commensurate with the severity of the Performance Issue. Mesh and Customer will comply with the following resolution procedures for all Performance Issues reported by Customer:

(a) Notice of Performance Issue. If Customer encounters a Performance Issue, Customer must sufficiently define the Performance Issue in a written notice to Mesh via email to the support email address above. In the event that, after receipt of written notice of a Performance Issue, Mesh cannot replicate the issue or cannot identify the cause of the Performance Issue, Mesh will promptly notify Customer; Customer may need to provide additional information regarding the Performance Issue in order for Mesh to assist Customer with the corresponding issue resolution. Customer will provide a separate written notice for each Performance Issue encountered by Customer.

(b) Performance Issue Classification. In its notice of a Performance Issue, Customer may reasonably classify the initial priority of the issue for Mesh in accordance to the severity classification table below. To the extent that Mesh disagrees with any Performance Issue classification provided by Customer, Mesh will promptly advise Customer of the revised classification of any Performance Issue.

(c) Response Time. Mesh will use commercially reasonable efforts to respond to each of Customer's written notices of Performance Issue within the period set forth in severity classification table below. Response time is the elapsed time between Customer's first report of an identified Performance Issue and the response by a qualified member of Mesh’s staff, after which Mesh will begin to diagnose and correct the issue.

(d) Expedited Response Time. To the extent that Customer may seek Mesh to respond to any written notice of Performance Issue within a time period other than as set forth in the table below, Customer may request such response and Mesh may elect to provide such additional services to Customer on terms and conditions as the parties may agree upon in writing (which may include, without limitation, additional costs and expenses payable by Customer to Mesh in connection with any such expedited services). Notwithstanding the foregoing, Mesh will have no obligation to enter into any such agreement with respect to any such additional services. To the extent that the parties enter into any such agreement, Mesh will invoice Customer for, and Customer will pay, any such additional amounts (unless otherwise agreed upon by the parties in writing).

Unless indicated otherwise, the response times above are business hours and business days.