ADELO TECHNOLOGIES LIMITED

Support Policy

1. Introduction

This Support Policy sets out the support levels Adelo Technologies Limited (“Adelo”) provides to subscribers of the Adelo Platform. It applies to all Clients with an active Subscription Term under the Platform Terms & Conditions (“the Agreement”) and is incorporated into the Agreement by reference at clause 3.16.

This Policy reflects Adelo’s SaaS subscription model with ongoing platform access across multiple tiers.

2. Scope

This Policy applies to the following components of the SaaS Adelo Platform:

• Adelo Engage — webinar hosting, registration, live delivery, on-demand replay, and session intelligence
• Adelo Intelligence — AI analytics, dataset access, and reporting
• Adelo Capture — advisory boards and steering committees (self-service)
• Base Platform — user and workspace management, AI Credits, storage, and compliance features

This Policy does not cover:

• Adelo Capture Managed Service engagements — governed by a separate agreement
• Pay Per Project engagements — best-effort support only
• Free Trial accounts
• Third-party services, integrations, or infrastructure not managed by Adelo (e.g. client CRM, internet connectivity, end-user hardware)
• Issues caused by unauthorised configuration changes, unsupported browsers or systems, or use of the Platform in a way not supported by Adelo
• Force majeure events as defined in clause 7.7 of the Agreement

3. Platform Availability

Adelo hosts the Platform on cloud infrastructure in multiple regions. Details of current hosting regions, network security providers, and sub-processors are maintained in Adelo’s Trust Centre and in Schedule 1 of the Agreement. Adelo targets high platform availability consistent with its underlying infrastructure providers’ commitments.

Adelo does not commit to a specific uptime percentage in its standard subscription terms.

The following circumstances are not counted in assessing platform availability, and Adelo accepts no liability for downtime caused by:

• Scheduled and emergency maintenance windows
• Force majeure events (clause 7.7 of the Agreement)
• Failures caused by the Client’s own infrastructure, internet connectivity, or end-user devices
• Third-party sub-processor or infrastructure provider outages beyond Adelo’s reasonable control (see Trust Centre and Schedule 1 for the current list of sub-processors)
• Issues arising from Client configuration errors or use of unsupported browsers

Adelo will provide at least 72 hours’ advance notice of scheduled maintenance where possible, and will seek to schedule it outside standard business hours (09:00–17:30 UK / ET). Emergency maintenance may be performed with shorter notice where required to address a critical security or service risk.

4. Support Tiers

Support access varies by subscription tier. All paid subscribers have access to Adelo’s ticketing system. Response time commitments apply to tickets submitted via the ticketing system only. Requests made via other channels are not covered by this Policy.

Pro Plus and Enterprise clients have a dedicated Customer Success Manager (CSM) who triages tickets on the client’s behalf and acts as the primary point of contact for support matters.

Feature	Business	Professional	Pro Plus	Enterprise
Ticketing system	✓	✓	✓	✓
Knowledge base / self-serve docs	✓	✓	✓	✓
Dedicated CSM (ticket triage)	—	—	✓	✓
P1 (Urgent) incident coverage	—	—	✓	✓
Business hours	09:00–17:30 UK / ET	09:00–17:30 UK / ET	09:00–17:30 UK / ET	09:00–17:30 UK / ET
Live event support (add-on)	Purchasable	Purchasable	Purchasable	Purchasable
Custom response targets / uptime commitment	—	—	By negotiation (Order Form)	Included in Order Form

5. Incident Severity & Response

5.1 Severity levels

Support requests are assigned a severity level based on business impact. Severity is determined by Adelo based on the information provided at ticket submission. Clients may request re-classification; Adelo will review and respond within one business day.

P1 (Urgent) severity is available to Pro Plus and Enterprise clients only. Business and Professional clients experiencing a platform-wide outage should raise a P2 ticket, which will be assessed and prioritised accordingly.

Level	Definition	Examples (illustrative, not exhaustive)	Response target by tier
P1 Urgent	Platform outage, or a live session unusable for all or substantially all attendees	• The platform is completely unavailable — users cannot access it at all. • A live or imminent webinar cannot be accessed, launched or streamed for all or substantially all registered attendees due to a platform issue, not an individual user’s connection or device. • Unauthorised access, a suspected data breach, or an active vulnerability affecting clients.	Pro Plus / Enterprise: 2 hours Business / Professional: not applicable — raise as P2 Security incidents (all tiers): acknowledged within 4 business hours. Confirmed security incidents are reported to affected Clients within 72 hours per Schedule 1 of the Agreement.
P2 High	A major feature broken for all or substantially all users of a specific customer or event, with no viable workaround	• Registration or login is broken for all or substantially all users of a specific event. • An integration is failing for the full customer or event, not an isolated user. • AI Output not generating; analytics unavailable ahead of an imminent event.	Pro Plus / Enterprise: 4 hours Business / Professional: next business day
P3 Medium	An important feature not working correctly and affecting a specific event or customer, where a workaround is available	• Some users are unable to log in or register. • Branding or custom scenes not rendering correctly. • An email campaign has failed, but the event is not imminent.	Pro Plus / Enterprise: 1 business day Business / Professional: 2 business days
P4 Low	Affecting an individual user, or a routine support, usability, or guidance query	• Cosmetic, formatting or layout issues. • Incorrect wording, labels or error messages. • Minor display issues on a particular browser or device. • General how-to questions and feature guidance.	Pro Plus / Enterprise: 2 business days Business / Professional: 3 business days

5.2 Response time measurement

Response times are measured from the moment a ticket is submitted via the Adelo ticketing system, during business hours (09:00–17:30 UK / ET, Monday to Friday, excluding UK and US public holidays). A response means the ticket has been acknowledged and triaged; it does not mean active work has commenced. Tickets submitted outside business hours are treated as received at 09:00 on the next business day. The definition of business hours will be consolidated into the Platform Terms & Conditions in a future revision.

Adelo does not commit to resolution time targets. Resolution times vary depending on the complexity of the issue. Adelo will provide regular status updates throughout. Response time clocks are paused outside business hours and resume at 09:00 on the next business day.

5.3 Escalation

If a Client believes a ticket is not being progressed appropriately, they may request escalation by contacting their CSM (Pro Plus and Enterprise) or by flagging the ticket as requiring escalation (Business and Professional). Adelo will acknowledge escalation requests within two hours during business hours and will assign a senior resolution owner.

6. Live Event Support

Live event support is available as a purchasable add-on for all paid tiers. It is not included in any standard subscription. Clients wishing to purchase dedicated support for a specific webinar or session should contact their CSM (Pro Plus / Enterprise) or Adelo’s sales team (Business / Professional) in advance.

Large events — those approaching or exceeding the registered attendee limit for the Client’s tier — must be set up correctly within the Platform. The Platform governs attendee capacity; it is the Client’s responsibility to configure sessions within their tier limits. Adelo’s support team is available to assist with configuration queries via the standard ticketing process.

7. Client Responsibilities

These response targets apply only where the Client meets the following responsibilities:

• Submit all support requests via the Adelo ticketing system, with sufficient information to triage the issue (account details, description of impact, steps to reproduce, and screenshots or logs where available).
• Provide Adelo with timely access, information, and cooperation reasonably required to investigate and resolve issues.
• Use the Platform in accordance with the Agreement and Adelo’s Fair Use Policy.
• Ensure that sessions are configured within the Platform correctly and within the Client’s tier limits before going live.
• Ensure Client administrators maintain up-to-date and secure account credentials and report suspected unauthorised access promptly.

8. Changes to this Policy

Adelo may update this Support Policy from time to time. Material changes that reduce response time commitments or coverage take effect from the Client’s next renewal, subject to the 30-day notice requirement at clause 3.13 of the Agreement. Non-material updates may take effect immediately.

The current version of this Policy is always available at adelo.co/support-policy.

9. Relationship to the Agreement

This Policy is incorporated into and forms part of the Agreement. In the event of any conflict between this Policy and the Agreement, the Agreement takes precedence. Nothing in this Policy creates any additional liability for Adelo beyond what is set out in the Agreement. All support obligations are subject to the general liability cap and force majeure provisions of the Agreement.