DRONE.IO SUPPORT POLICY

Community Support Priority Support Premium Support
Self Help Resources Yes Yes Yes
Community Support 1 Yes Yes Yes
Hours of Availability -- 9/5 2 L1: 24/7
L2: 24/5
L3, L4: 9/5
Initial Response Times 3 Production Application Down (L1) -- 2 Hr 1 Hr
Serious Degradation (L2) -- 6 Hr 2 Hr
Moderate Impact (L3) -- 1 Business Days 8 Hr
Limited Impact (L4) -- 2 Business Days 24 Hr
Support Entitlement Anyone 1 Up to 3 named contacts Up to 3 named contacts
Price -- starting at$ 15,000 per year starting at$ 45,000 per year

1 Community Support

Community Support (from the Drone Community) is available to anyone who uses the Software. Customers that do not purchase a Priority or Premium support plan are eligible for only community support.

2 9/5 Support

Company will provide Technical Support to Customer via both chat and electronic mail on weekdays during the hours of 9:00 am through 5:00 pm Pacific time, with the exclusion of Federal Holidays.

3 Initial Response Times

Full descriptions of severity levels are as follows: