- Effective as of October 17th, 2025
SERVICE LEVEL & SUPPORT POLICY
This Exhibit applies to a Customer that has accepted the terms of the Master Services Agreement (“Agreement”) for the provision of Services by the MetaMap entity identified in the applicable Order Form referencing the Agreement and reflect MetaMap´s Service Levels and Support Policy for the Services.
This Exhibit is supplemental to, and forms an integral part of, the Agreement and is effective upon its incorporation into the Agreement per its reference. In the event of a conflict between the terms and conditions of this Exhibit and the Agreement, the terms and conditions of this Exhibit shall supersede and control, except as expressly stated in the contrary in the applicable Order Form. The term of this Exhibit will follow the term of the Agreement. Terms not otherwise defined in this document will have the meaning as set forth in the Agreement.
1. METAMAP PLATFORM OVERVIEW
1.1 Technical Requirements: Customer must meet certain minimal technical requirements in order to use the Services, including:
1.1.1 A modern web browser (such as updated versions of Google Chrome or Apple Safari)
1.1.2 A webhook receiver (accessible by external services) [Optional]
1.2 Platform Performance: MetaMap offers a SaaS platform over a shared resource used simultaneously by all MetaMap clients, and so it is critical that Customer uses the Platform responsibly to avoid impacting the experience of other customers. In this regard, Customer agrees to the following:
1.2.1 Accounts. MetaMap can provision Customer one account for Customer in order to manage multiple product flows and variables. In the event that the Client requires additional accounts, MetaMap may establish additional terms and conditions, and additional fees may be charged.
1.2.2 Scalable Resources. MetaMap’s platform connects customers with data and service providers around the world, and large unexpected spikes in request volumes can sometimes overwhelm these providers. Customer and MetaMap will discuss Customer’s request volume during the onboarding process, and if Customer requires volume beyond which MetaMap is able to accommodate the parties may agree in writing on additional services at additional cost. If Customer expects a significant rise in request volume (an increase of more than 2,000 (two thousand) verifications per day compared to the Customer’s regular daily verification volume), Customer must notify MetaMap at least 15 business days before such increase in volume is expected to occur to avoid impacting downstream providers and services. Without this notice MetaMap will not be able to work with these providers and services to help them prevent disruption, and so if Customer fails to provide this notice Customer Customer expressly waives any claims against MetaMap resulting from any system malfunctions or unavailability arising out of or relating to Customer’s increased request volume.
1.2.3 Acceptable Use. Customer must use the Platform and the Services in compliance with the Documentation, including MetaMap’s Acceptable Use Policy. If Customer fails to comply with this Section 1.2, MetaMap may (in MetaMap’s sole discretion) take steps necessary to protect the Platform and other customers, including pausing Customer’s access to the Platform until the breach or deficiency is remediated.
2. CUSTOMER SUPPORT
2.1 Customer Service. Whenever a customer contacts the Customer Support team to report an issue, MetaMap performs the following reviews:
● Attempt to reproduce the issue;
● Open incident tickets for the customers if engineering support is needed;
● Monitor the progress of the incidents reported.
Miscellaneous Inquiries.
● Support functional product queries.
● Support functional API queries.
● Support product new releases with available docs.
Help Desk Response Time.
● MetaMap offers support to its Customers, however response times may vary outside of standard operating times.
● If Customer requires urgent assistance, Customer must send an email with the subject matter listed as “EMERGENCY” to support@metamap.com
2.2 Scheduled Maintenance. MetaMap may occasionally need to perform maintenance tasks that may impact the availability of the Platform. MetaMap will use commercially reasonable efforts to provide Customer with prior notice before any such scheduled maintenance.
3. SERVICE LEVELS
3.1 Support Levels. The Customer will receive a First Response to any query raising a qualifying condition via platform chat or email within 1 hour of their message (the “First Response Time”).
The First Response Time shall run from the time at which MetaMap receives notice of an issue from Customer. This support level shall be considered breached if MetaMap fails to respond to three separate issues within the First Response Time during a period of three consecutive months taken together.
3.2 Availability. The Platform is designed to be accessible 99.5% of the time or greater, calculated as of each calendar month. This support level shall be considered breached if MetaMap’s Platform is inaccessible for more than 00.5% of a calendar month, for three or more calendar months in a period of one calendar year.
3.3 Exclusions. The service level commitments do not cover, issues or incidents arising from: (i) Customer’s actions or Customer’s equipment, software, network connections, infrastructure, and other systems; (ii) use of the platform or Services in a manner not consistent with the Documentation; (iii) modifications to the Platform or Services by any party other than MetaMap; (iv) Third Party Services; (v) Customer’s bad faith, fraudulent, or deceptive conduct; or (vi) general Internet problems beyond MetaMap’s reasonable control. For purposes of this section, “Third Party Services” means applications, data, and services provided by third parties. For example, the Customer may use the Services to access applications or data provided by a government authority, or a third-party service provider. MetaMap does not have the ability to control Customer’s use of the Third-Party Services, and as such, MetaMap is not responsible for the Third-Party Services, and makes no warranties regarding their functionality or availability. Customer is responsible for its use and for any data sharing with a Third-Party Service.
Additionally, as set out in Section 1.2.2, there will be no breach of the availability support levels set out in Section 3.2 to the extent that (i) Customer fails to notify MetaMap of a material increase in verification volumes, and (ii) the Platform would have been accessible but for the increase in verification volumes.
3.4 Remedy. If MetaMap breaches its service levels as set out in Section 3, Customer shall be entitled to the following remedies, upon request and at the discretion of Customer:
3.4.1 Customer may immediately terminate the Agreement, and shall be entitled to a prorated refund for any prepaid fees for future services;
3.4.2 MetaMap will work with Customer to generate a written “Root Cause Analysis” document explaining the breach, the reasons for the breach, and steps taken to mitigate any risk of the breach re-occurring.
3.5 The remedies set forth above shall constitute the Customer’s sole and exclusive remedy and MetaMap’s entire liability in the event of a failure to meet the Service Level set forth herein.
