HeadsUp Support Offering

Last Update: October 7th, 2026

This Support Offering (“Support Offering”) applies to the Support Services listed on an Order Form and is in addition to and incorporated into the Agreement by reference. All capitalized words used but not defined have the meaning given to them in the HeadsUp Service Terms at https://headsuphealth.com/legal/.

1. HeadsUp Support Services.

1.1. If Customer has an active Support Services subscription, HeadsUp will provide Support Services as further detailed in this Support Offering. The table below provides details on hours of availability, how Customer may contact HeadsUp support, and the resources available. To use the Support Services, Customer must make a support request via the HeadsUp’s support portal or via email:

Support Services Category	Support Services
Support portal	https://headsuphealth.com/customer-service
Email	support@headsup.health
Telephone	(602) 688-4063

1.2. All issues reported by Customer must be logged by a single point of contact.

1.3. Telephone support: 7:30 am to 7:30 pm Monday – Friday; Eastern Standard Time.

1.4. Email or Portal Support Entry: Monitored 24 hours a day Monday to Friday; however, no action can be guaranteed until the next business day. “Business Days” in this Support Offering are defined as non-weekend and non-US or HeadsUp holidays.

2. Scope.

2.1. Included in Support Services. The Support Services include general guidance and assistance with the indentification, investigation, and correction of issues, errors and any non-conformity of Software Services with the Documentation. While Support Services do not include code-fixes, the HeadsUp support team will use commercially reasonable efforts to work with Customer to provide an alternative solution to maintain the Software Services’ performance where, until a code-fix is deployed pursuant to HeadsUp’s development cycle. All Support Services will be performed remotely.

2.2. Excluded from Support Services. The Support Services do not include implementation, customization, integration, agent creation, training, or configuration-related assistance, any assistance with Customer systems or Third-Party Services, or any services not listed in this Support Offering. If Customer requires services that are outside the scope of the Support Services, HeadsUp may provide the requested services, subject to the Parties entering into a Statement of Work.

3. Response Times. HeadsUp will use commercially reasonable efforts to provide Support Services during HeadsUp’s normal business hours in accordance with the following Response Goal Times below. Severity Classification will be determined by the HeadsUp support team. “Response Goal Time” is the estimated time for a response from HeadsUp to Customer to acknowledge the defect. When submitting a support request, Customer must provide HeadsUp with all information necessary for HeadsUp to process the request and must respond promptly to HeadsUp with any information reasonably requested to clarify the service request.

Severity Classification	Response Goal Time	Criteria
Severity 1 – Critical Business Impact	1 hour	The problem or defect has one or more of the following characteristics: The Software Services are not operating; causing mission-critical business operations to be non-operational and no work around is available. The Software Services are experiencing data corruption or severe loss of functionality due to a product defect. Note: Customer contact must be available in Severity 1 situations to provide information required for problem diagnosis and to test/confirm the resolution.
Severity 2 – Significant Business Impact	4 hours	The problem or defect has one or more of the following characteristics: Severely degraded performance of the Software due to a product defect. Critical functionality is unavailable, yet the Software can continue to operate in a restricted fashion. There is no work around available to the Customer.
Severity 3 – Moderate business impact	1 Business Day	The Software Services are not functioning in accordance with the specifications, but most business operations continue.

4. Customer’s General Responsibilities. Customer is responsible for: (a) reporting errors promptly; (b) providing sufficient information for HeadsUp to duplicate the circumstances of a reported defect or duplicate the error; (c) cooperating with HeadsUp in finding a resolution for the issue; and (d) as needed, testing any fixes or alternative solutions provided by HeadsUp. Customer is responsible for carrying out any actions necessary at Customer’s facilities as reasonably requested by HeadsUp for the rectification of errors or malfunctions.

5. Disclaimer. HeadsUp does not guarantee that Support Services will resolve all issues reported by Customer. In view of the variety and scope of issues that may arise, target response times cannot be guaranteed, although reasonable efforts will be made to minimize disrupted access to the Software Services. HeadsUp will not be responsible for any actions performed at the request of Customer. In some cases, perceived issues may require an Update. These instances are outside the scope of this Support Offering.

6. Environment Access. Customer has sole discretion whether to allow HeadsUp to access Customer’s tenant environment. In some circumstances, not granting the Support team access to Customer’s tenant environment may slow or inhibit troubleshooting. If Customer elects to grant access, it is Customer’s sole responsibility to provide the access and remove when appropriate.