Miro Support Policy

·Miro Support Policy

·This RealtimeBoard, Inc. dba Miro ("Miro") Support Policy is issued under and forms part of the Miro Terms of Service, Master Cloud Agreement or other Miro agreement which references this policy. Any capitalized terms not defined herein shall have the meanings ascribed to them in such Miro agreement. In order to better enable the resolution of Incidents and to reflect the ongoing development in our Support practices, with notice to Customer, Miro may modify this Support Policy, but any modifications will not materially decrease Miro's overall Support obligations during a Subscription Term.

·Miro offers support services for the Service ("Support") in accordance with the following terms:

11. Enterprise Support.

• 1Contact Support. Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting Miro through the support ticketing portal at https://miro.com/contact/support/. Miro is committed to ensuring that each of our customers receive the necessary Support in the event of an Incident, but under our standard Enterprise Support Miro is not obligated to resolve such Incidents and reserves the right to determine the resolution of Incidents in its sole discretion. The fixed response times listed in the table below apply to enhanced Support offered under Premium Support.
• 2Self-Service Knowledge Base. Miro may offer the Miro Support and Help Center or other publicly accessible blogs, forums or interactive features ("Self-Service Knowledge Base"). Any information submitted to this Self-Service Knowledge Base will be publicly available, so Customer is advised not to submit any confidential or sensitive information. The Self-Service Knowledge Base is not part of Support as provided by Miro.
• 22. Premium Support. In addition to the Support offered and procedures described in Section 1 (Enterprise Support) herein, the following additional terms will apply if Customer purchases Premium Support:
• 4Incident Submission and Customer Cooperation. Customer may report Incidents, and assign an initial priority level to such Incident, by contacting Miro through the support ticketing portal at https://miro.com/contact/support/. Customer will provide all necessary information and cooperation to Miro as reasonably required for Miro to provide Support, including, but not limited to, the following information regarding the Incident:
• 5Aspects of the Service that are unavailable or not functioning correctly
• 6Incident's impact on Users
• 7Start time of Incident
• 8List of steps to reproduce Incident
• 9Relevant log files or data
• 10Description of any error message received
• 11Incident ID# (when specified by Miro)
• 12Support Hours. Miro will provide Support during Miro's normal business hours (Sunday 10:00 pm - Saturday 3:00 am UTC), excluding Miro holidays ("Business Hours"), except that for Incidents classified as an "Urgent" Priority Level Miro will provide Support 24 hours/day, 7 days/week.
• 13Incident Response. Upon Miro's receipt of Customer's report of an Incident, Miro's Support personnel will assign a final priority level ("Priority Level") to each Incident in their sole discretion and will notify Customer of any change from the initial priority level reported by Customer. Miro will provide responses to each Incident in accordance with the time frames listed in the table below.

·"Core Functionality" means a core feature of the Service, including the following: Registration and authorization

• ·Dashboard opening and Boards existing on it
• ·Creation, duplication, deletion and opening Boards
• ·Creation, editing, transformation, deletion, duplication of widgets: stickers, texts, links, shapes, resources (images, documents), frames, comments, preview widgets Board export
• ·Synchronous state of Board when more than one User works on it Invites and sharing Access rights changing Team creation Billing Guest access
• ·Exclusions. Miro will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Miro's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third-party systems, acts or omissions. Supported countries & regions

·To the extent permitted by law, Miro reserves the right to not provide access to its products and services in countries and Botswana Brazil Brunei Bulgaria Burkina Faso Burundi Cabo Verde Cambodia Cameroon Canada Central African Republic Chad Chile China Colombia Comoros Congo (Brazzaville) Costa Rica Côte d'Ivoire Croatia Cyprus Czechia (Czech Republic) Denmark Djibouti Dominica Dominican Republic Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Eswatini Ethiopia Fiji Finland France Gabon Gambia Georgia Germany Ghana Greece Grenada Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Mauritania Mauritius Mexico Micronesia Moldova Monaco Mongolia Montenegro Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands New Zealand Nicaragua Niger Nigeria North Macedonia Norway Oman Pakistan Palau Palestine Panama Singapore Slovakia Slovenia Somalia Solomon Islands South Africa South Korea South Sudan Spain Sri Lanka Sudan Suriname Sweden Switzerland Taiwan Tajikistan Tanzania Thailand Timor-Leste Togo Tonga Trinidad and Tobago Tunisia Türkiye (Turkey) Turkmenistan Tuvalu Uganda Ukraine (except Crimea, Donetsk, Kherson, Luhansk, and Zaporizhzhia regions) United Arab Emirates United Kingdom United States of America Uruguay Uzbekistan Vanuatu Vatican City Venezuela Vietnam Yemen Zambia Zimbabwe