Premium Support Agreement

Effective starting: May 28th, 2026

1. Acceptance of the Premium Support Agreement

This Agreement supplements the PSOhub Terms of Service with specific commitments for Premium Support customers. It applies to you if you have activated Premium Support through the PSOhub platform. By activating Premium Support, you accept this Agreement. In case of conflict between this Agreement and the Terms of Service, this Agreement prevails.

We reserve the right to update or revise this Agreement without prior notice. Please check the Terms of Service periodically for changes. Your continued use of PSOhub and the Premium Support Services following the posting of any changes constitutes acceptance of those changes. Our Terms of Service are kept up to date at www.psohub.com/terms-of-service.

2. Term, Cancellation and Termination

Premium Support is an optional add-on that becomes effective immediately upon your paid subscription. From that moment on, it follows the same structure as your subscription regarding Term, Cancellation and Termination as described in the PSOhub Terms of Service.

3. Premium Support

Premium Support is an optional add-on that provides enhanced reliability, guaranteed response times, and strategic partnership. Standard Support includes Live Chat support (5:30 AM – 10:00 PM CET/CEST), 24/7 AI chat support & Daily back-ups. Premium Support adds the following:

3.1 Availability

The availability for Premium Support is 99.95% uptime per calendar month.

3.1.1 Availability Calculation

Availability is calculated on a monthly basis using the following formula:

Availability (%) = (TMM – TMD) / TMM × 100

Where:

• TMD (Total Minutes of Downtime): the total number of minutes during which the Cloud Services are unavailable, measured from the moment a support ticket is registered indicating unavailability, or the time Company became aware of the unavailability through its own monitoring, whichever is earlier, until the moment the incident is marked as resolved.
• TMM (Total Minutes per Month): the total number of minutes in the applicable calendar month, adjusted for any excluded periods.

3.1.2 Exclusions

The following are excluded from the availability calculation:

• Scheduled maintenance within agreed maintenance windows
• Force majeure events
• Internet outages or failures outside of the provider's infrastructure
• Any circumstances beyond the reasonable control of the service provider

3.2 Uninterrupted Reliability

Premium Support provides enhanced continuity and fast recovery times for business-critical operations through dedicated server infrastructure and mirroring.

• Recovery Point Objective (RPO): up to 15 minutes — data loss limited to a maximum of 15 minutes, with backups available up to 72 hours.
• Recovery Time Objective (RTO): up to 2 hours — full environment recovery within 2 hours in case of disruption. In most cases, automated failover restores service within 15 minutes.
• Failover & scalability: due to a fallback environment and horizontal scaling, automated failover can restore service within 15 minutes.

3.3 Service Level Agreement

3.3.1 Severity Classification

Incident severity is determined based on business impact, scope (number of users affected), urgency, and the availability of a workaround.

Severity 1 – Critical (Business Blocking)

• Production system is unavailable or unusable
• Affects all or the majority of users
• No reasonable workaround available

Examples: System outage, platform inaccessible, invoicing or project creation fully blocked.

Severity 2 – High (Major Impact)

• Core functionality is unavailable or severely degraded
• Affects multiple users or teams
• No acceptable workaround

Examples: Time tracking not working for a team, approvals failing, invoicing issues.

Severity 3 – Medium (Moderate Impact)

• Functionality is partially impacted
• Affects individual or limited users
• Workaround available

Examples: Feature not working for one user, minor data inconsistencies, integration issue with workaround.

Severity 4 – Low (Minor / Request)

• Minimal or no business impact
• Typically a single user or cosmetic issue

Examples: UI issues, how-to questions, small configuration requests.

3.3.2 Response and Resolution Targets

The following response and resolution targets apply to you as a Premium Support customer:

Severity	Description	Initial Response	Target Resolution
S1 – Critical	Business blocking	≤ 1 hour	≤ 4 hours
S2 – High	Major impact	≤ 2 office hours	≤ 8 office hours
S3 – Medium	Moderate impact	Next business day	Reasonable effort
S4 – Low	Minor / request	Next business day	At provider's discretion

3.4 Online Priority Support

• 24/7 global support for S1-Critical issues
• Priority support via live chat and, if needed, online sessions — 5:30 AM – 10:00 PM CET/CEST
• When a support queue exists, you are served first with the highest priority
• Upon first agent contact, the assigned support agent will provide an initial assessment and, where possible, an immediate solution suggestion or next steps.
• Agents can initiate Teams or Zoom sessions when additional explanation is needed

3.5 Dedicated Customer Success Manager

You have access to a dedicated Customer Success Manager (CSM) who serves as your primary point of contact for operational and strategic matters.

3.6 Strategic Growth

3.6.1 Operational Excellence Assessment — twice per year

Your Customer Success Manager will conduct an Operational Excellence Assessment of your processes within PSOhub twice a year. During these sessions, Company reviews your business processes and how you leverage PSOhub, and advises on optimization opportunities — whether through new functionality or adjusted workflows.

3.6.2 Inner Circle membership

As a Premium Support customer, you are a member of the PSOhub Inner Circle. Quarterly, the PSOhub CEO and Managing Director host an Inner Circle web meeting for Premium Support customers, covering recent feature releases, upcoming roadmap items, and events. As a member, you can directly influence the PSOhub roadmap through your feedback.

3.7 Liability

Liability in relation to this Premium Support Agreement is governed by the Limitation of Liability section of the PSOhub Terms of Service.

4. Definitions and Conditions

• Business Day & Office Hours 
  Monday through Friday, 09:00–17:00 CET/CEST, excluding public holidays in The Netherlands.

• Cloud Services
  The PSOhub software platform and related services made available to you via the internet.

• Support Ticket
  A request for support submitted by you through the designated PSOhub support channel, which initiates the measurement of response and resolution times. 
  
  
• Initial Response Time:
  Time between ticket submission and first meaningful response (acknowledgement and start of investigation)
  
  
• Target Resolution Time:
  Target time to restore functionality or provide a reasonable workaround
  
  
• 24/7 Handling:
  Severity 1 (Critical) incidents are handled outside office hours where required
  
  
• Workarounds:
  If a reasonable workaround is provided, the severity level may be downgraded while a permanent fix is scheduled
  
  
• Reasonable Effort:
  The issue will be addressed with appropriate priority, without a fixed resolution commitment
  
  
• Dependencies and Exclusions:
  Resolution times exclude delays caused by third parties, customer dependencies, scheduled maintenance, force majeure, or circumstances beyond reasonable control