Support

Elucidate FinCrime Index (“EFI”)
Support Programme

This document (the “Support Programme”) contains Elucidate’s Support Programme description for the Subscription Services provided by Elucidate to the User pursuant to the Elucidate FinCrime Index (“EFI”) User Agreement (the “Agreement”) under which the User acquired its rights to use the EFI Platform.

1. Definitions

Except as otherwise expressly defined in this Support Programme description, capitalized terms have the meaning ascribed to them in the Agreement. For the purposes of this Support Programme description, the following capitalized words and phrases are ascribed the following meanings:

“Defect” means a failure of the EFI Platform, in the form provided or modified by Elucidate, to conform to its applicable specifications set forth in the documentation.
“Fix” means a modification or an addition to the EFI Platform that overcomes a Defect when made or added to the EFI Platform. Elucidate may provide a Workaround in lieu of a Fix.
“Response Time” means the time between Elucidate’s receipt of a notification from the User, and Elucidate’s confirmation via one of its personnel that Elucidate is working on the resolution of the Defect.
“Update” means a patch, correction, or other modification or addition to the EFI Platform that Elucidate makes generally available to its Users for maintenance fixes, Defect corrections, and minor improvements to the EFI Platform, including fixes, patches, updates and releases to address any security vulnerabilities.
“Workaround” means a set of procedures that the User may follow to circumvent or mitigate the impact of a Defect, notwithstanding that the Defect still exists.

2. Programme Features

The Support Programme applies to the production environment of the EFI Platform only. If the User requires support for non-production environments, then the User may request Demand Services from Elucidate.
The “Standard Support Programme” applies to Users with a paid subscription, and to Users in their initial trial period.
The “Priority Support Programme” applies to Users with a paid subscription, and whose Pricing Sheet and Invoice specify that they have subscribed to Elucidate’s “Priority Support Programme”.
The features of each programme are described in the table below:

Feature	Standard	Priority
Answer questions concerning usage issues related to EFI Platform-specific features, options and configurations	X	X
Provide initial and high-level suggestions regarding the appropriate usage, features, or solution configurations for the particular type of platform usage	X	X
Isolate, document, and find alternative solutions for reported Defects.	X	X
Work with Elucidate Operations, Product, Software Development, and QA staff to submit Change Requests, Enhancement Requests, and provide Fixes for the EFI Platform as necessary.	X	X
Address customer concerns with online or printed documentation, providing additional examples or explanation for concepts requiring clarification.	X	X
Access to Elucidate’s online help section and knowledge base	X	X
Access to Elucidate’s Data Protocols	X	X
Access to Elucidate’s Automated Deployment Capability	X	X
Enhanced Response Times		X
Phone Support		X
Ticket Reviews		X

3. Defect Resolution

Severity Categorisation and Response

Elucidate will assign all Defects one of three response priorities, dependent upon the problems caused by the Defect. Elucidate’s assignment will be consistent with the problem descriptions described below. Priority categories are as follows:

Category	Description
High	Defect resulting in full or partial system outage or a condition that makes the EFI Platform unusable or unavailable in production for all Users. and/or Defect resulting in a condition where major functionality is impacted or significant performance degradation is experienced; the issue is persistent and affects many Users and/or major functionality.
Medium	Defect results in a component of the EFI Platform not performing as expected or documented. and/or An inquiry by the User representatives regarding general technical issues or questions
Low	Information requested on EFI Platform capabilities, navigation, installation, or configuration; enhancement request.

The priority of a Defect will dictate the timing and nature of the response as specified in the table below:

Category	Response (one or more of the following)	Target Response Time
Category	Response (one or more of the following)	Standard	Priority
High	The issue is resolved or a Fix is provided or a Workaround is provided, or a Fix is incorporated into a future release	4 business hours	3 business hours
Medium	The issue is resolved or a Fix is provided or a Workaround is provided, or a Fix is incorporated into a future release or an answer to the question is provided	2 business hours	1 business hours
Low	An answer to the question is provided or the enhancement request is logged	5 business hours	3 business hours

4. Support Hours

Elucidate will provide support for High Severity Level Defects on a 24 hours per day, 7 days per week, 365 days per year basis.
Elucidate will provide support for other Defects during business hours, which are 9:00 to 17:00 (CET/CEST), Monday to Friday (excluding public holidays in the German Federal State of Berlin).

5. Contact

Whenever the User requires support, the User should contact Elucidate Support via contact@elucidate.co
Elucidate will provide support for other Defects during business hours, which are 9:00 to 17:00 (CET/CEST), Monday to Friday (excluding public holidays in the German Federal State of Berlin).

6. Review sessions

Defect review sessions are available to Priority Support Programme upon request by the User or the Elucidate representative assigned to the User. During a review session, a member of Elucidate’s team will run through issues that have been raised by the User to review status and resolution, advise on trends discerned by the Priority Support Programme team, and provide insights regarding the User’s usage of the EFI Platform.

7. On-site Support

The User may from time to time request assistance from Elucidate for services that are outside the scope of the Support Programme. Elucidate will make resources available for mutually agreeable time periods to provide such assistance. Elucidate will invoice the User, and the User will pay for these services (“On-site Support”) at Elucidate’s then applicable rates or such other rates as may be agreed in writing between Elucidate and the User, plus any applicable expenses.

8. Scope

Elucidate has no obligation to correct Defects or support queries arising from the use of the EFI Platform other than in accordance with the provisions of the Agreement, or from the User’s use of incompatible data, or from the User’s incorrect configuration of, or integration with the EFI Platform. If Elucidate, in its sole discretion, elects to address Defects or other problems occurring in non-production environment, then Elucidate will handle such Defects under an On-site Support arrangement, and otherwise on a reasonable efforts basis. Elucidate is not required to configure or assist with migrations to or from the EFI Platform or any Professional Services Deliverables as part of the Support Programme. Elucidate is not required to provide the Support Programme if the User is in breach of its obligations under the Agreement.