Support Policy

HEMA AI INC.

Support Policy

Last Updated: June 13, 2026

This Support Policy (this "Policy") is incorporated into and forms part of the Master Subscription Agreement or other written agreement between Hema AI Inc. ("Hema AI") and Customer that references this Policy (the "Agreement"). Hema AI is a corporation incorporated under the laws of the State of Delaware, United States of America, with its registered office at 131 Continental Dr, Suite 305, Newark, Delaware 19713. Capitalized terms used but not defined in this Policy shall have the meanings ascribed to them in the Agreement.

Table of Contents

1. Definitions

2. Support Hours

3. Support Services

4. Issue Submission

5. Issue Classification and Response

6. Issue Resolution

7. Customer Obligations

8. Exclusions

9. Escalation

10. Amendments and General Provisions

1. Definitions

The following terms shall have the meanings set forth below when used in this Policy:

• "Business Days" means weekdays (Monday through Friday) during which Hema AI is open for business, excluding Hema AI-observed public holidays and any other days on which Hema AI's offices are closed ("Hema AI Holidays"). A current list of Hema AI Holidays is available upon request at info@tryhema.com.

• "Business Hours" means 9:00 AM to 6:00 PM Eastern Time (ET) on each Business Day.

• "Documentation" means the technical documentation, user guides, help center articles, and other written materials relating to the Services made available by Hema AI to Customer from time to time, including as published at www.tryhema.com/support.

• "Issue" means a reproducible failure of a Service to conform in any material respect to the applicable Documentation therefor, as reported by Customer or a User in accordance with Section 4 of this Policy. An Issue does not include a feature request, enhancement suggestion, cosmetic defect, or any failure caused by an Exclusion (as defined in Section 8).

• "Priority Level" means the severity classification assigned to an Issue by Hema AI's support personnel in accordance with Section 5 of this Policy, indicating the business impact of the Issue and the applicable target response time.

• "Support" means the technical support services provided by Hema AI to Customer during the Term in accordance with this Policy, including assistance with Issue diagnosis, triage, and resolution.

• "Support Contact" means the individual(s) designated by Customer as authorized to submit Issues and communicate with Hema AI's support team on Customer's behalf.

• "Target Response Time" means the time period within which Hema AI's support personnel will use commercially reasonable efforts to provide an initial acknowledgment and preliminary assessment of a reported Issue, measured from the time of submission during Business Hours, as set forth in the priority table in Section 5.

• "Workaround" means a temporary modification, configuration change, or documented procedure provided by Hema AI that substantially circumvents or effectively mitigates the material adverse effects of an Issue on Customer's use of the Services, pending a permanent resolution.

2. Support Hours

2.1 Standard Support Hours. Hema AI provides Support during Business Hours on each Business Day. Support requests submitted outside of Business Hours will be queued and reviewed at the commencement of the next Business Day, except as otherwise specified for Priority Level 1 Issues.

2.2 Hema AI Holidays. Hema AI observes U.S. federal public holidays and such other holidays as Hema AI may designate from time to time. A current list of Hema AI Holidays is available upon request. Support submitted on a Hema AI Holiday will be queued for review on the next Business Day.

2.3 Status Page. Hema AI maintains a publicly accessible Service status page at www.tryhema.com/status, which provides real-time and historical information regarding Service availability. Customers are encouraged to check the status page before submitting an Issue to determine whether an incident has already been identified and is being actively investigated by Hema AI.

3. Support Services

3.1 Scope of Support. During the Term and subject to Customer's compliance with this Policy, Hema AI will use commercially reasonable efforts to provide Support to Customer with respect to Issues affecting the Services subscribed to by Customer under the Agreement. Support includes:

(a) initial triage and classification of reported Issues;

(b) investigation and diagnosis of reproducible Issues;

(c) provision of Workarounds where available and appropriate;

(d) bug fixes and patches for confirmed Issues, released in accordance with Hema AI's standard release management processes; and

(e) general guidance on the use of the Services in accordance with the Documentation.

3.2 Limitations. Support does not include: (a) professional services, implementation services, or custom development; (b) training or onboarding services (which may be available separately); (c) support for third-party software, hardware, or systems not provided by Hema AI; (d) data recovery services; or (e) any services excluded under Section 8 (Exclusions).

3.3 Support Channels. Customer may submit Issues and access Support through the following channels:

(f) Email: info@tryhema.com (subject line must include "Support Request" and the Priority Level if known)

(g) Support Portal: www.tryhema.com/support (where available)

(h) In-App Support: via the support widget or help center accessible within the Hema AI platform

Hema AI reserves the right to update support channels upon reasonable notice to Customer. Hema AI is not obligated to monitor or respond to Issues submitted through social media, community forums, or any channel not listed above.

4. Issue Submission

4.1 Reporting Issues. If Customer identifies or reasonably suspects an Issue, Customer shall notify Hema AI as soon as reasonably practicable by submitting a support request through one of the channels listed in Section 3.3. Timely reporting of Issues assists Hema AI in diagnosing and resolving Issues efficiently and is a condition of eligibility for Support.

4.2 Required Information. To enable Hema AI to triage and investigate an Issue effectively, each support submission must include, to the extent reasonably available:

1. a clear and concise description of the Issue, including the specific Service or feature affected;

2. the date and time (including time zone) when the Issue was first observed;

3. the steps required to reproduce the Issue, if known;

4. the frequency and consistency of the Issue (e.g., whether it occurs consistently, intermittently, or under specific conditions);

5. the business impact of the Issue on Customer's operations;

6. the name and contact information of the Support Contact submitting the request; and

7. any supporting evidence, including error messages, screenshots, logs, screen recordings, or other relevant documentation.

4.3 Additional Information. Hema AI's support personnel may request additional information from Customer in order to properly diagnose, classify, or investigate an Issue. Customer agrees to cooperate with Hema AI and to provide such additional information as promptly as reasonably practicable. Hema AI's Target Response Times may be tolled for the period during which Hema AI is awaiting required additional information from Customer.

4.4 Authorized Support Contacts. Customer shall designate at least one (1) and up to five (5) authorized Support Contacts who are permitted to submit Issues and interact with Hema AI's support team on Customer's behalf. Enterprise Customers may designate a different number of authorized Support Contacts as specified in the applicable Order. Hema AI is not obligated to respond to support submissions from individuals who are not designated Support Contacts. Customer may update its list of Support Contacts by providing written notice to Hema AI at info@tryhema.com.

5. Issue Classification and Response

5.1 Priority Level Assignment. Upon receipt of a support submission, Hema AI's support personnel will review the submission and assign a Priority Level to the Issue in accordance with the criteria set forth in the table below. Hema AI reserves the right to re-classify an Issue to a different Priority Level as additional information becomes available or as the nature or impact of the Issue changes. Hema AI will notify Customer of any re-classification and the reasons therefor.

5.2 Target Response Times. Target Response Times represent Hema AI's commitment to provide an initial response and acknowledgment to a reported Issue within the specified period. Target Response Times are not guarantees of Issue resolution within such period. The Target Response Times set forth above apply to Issues submitted during Business Hours; Issues submitted outside of Business Hours will be treated as submitted at the start of the next Business Day.

5.3 Acknowledgment. Hema AI's initial response to a reported Issue will include: (a) confirmation that the support submission has been received; (b) the assigned ticket or case reference number; (c) the Priority Level assigned to the Issue; and (d) where available, any initial guidance, Workaround, or next steps.

6. Issue Resolution

6.1 Resolution Efforts. Following initial response, Hema AI will use commercially reasonable efforts to investigate, diagnose, and resolve confirmed Issues in a timely manner. The time required to resolve an Issue will depend on its nature, complexity, and root cause, and Hema AI does not guarantee resolution within any specific time period, except as expressly set forth in the Service Level Agreement.

6.2 Workarounds. Where a permanent fix for a Priority Level 1 or Priority Level 2 Issue is not immediately available, Hema AI will use commercially reasonable efforts to provide a Workaround to mitigate the material adverse effects of the Issue on Customer's use of the Services. The availability of a Workaround may affect the Priority Level assigned to an Issue.

6.3 Bug Fixes and Updates. Confirmed Issues that are attributable to bugs or defects in the Hema AI platform will be addressed through Hema AI's standard software release and patch management processes. Hema AI does not guarantee that any specific Issue will be fixed in any particular software release or within any specific time period, except as otherwise agreed in writing. Customer is responsible for maintaining its integration with the Hema AI platform and implementing updates and patches released by Hema AI.

6.4 Closure. Hema AI will notify Customer when an Issue has been resolved or when a Workaround has been implemented. A support ticket will be considered closed if: (a) Hema AI has delivered a fix or Workaround and Customer has confirmed resolution; (b) Customer has not responded to Hema AI's follow-up communications within five (5) Business Days; or (c) the Issue is determined to be an Exclusion under Section 8. Customer may request re-opening of a closed ticket within ten (10) Business Days of closure if the Issue recurs or was not fully resolved.

7. Customer Obligations

Customer must comply with the following obligations to be eligible to receive Support under this Policy:

8. Customer shall designate and maintain at least one authorized Support Contact and keep Hema AI informed of any changes to such designation;

9. Customer shall submit Issues in good faith with a reasonably detailed description of the Issue and cooperate fully and promptly with Hema AI's support personnel throughout the investigation and resolution process;

10. Customer shall ensure that all Users who interact with Hema AI's support team are authorized Support Contacts or act under the supervision of an authorized Support Contact;

11. Customer shall implement any Workaround provided by Hema AI in a timely manner and shall notify Hema AI promptly if a Workaround does not adequately mitigate the reported Issue;

12. Customer shall maintain its systems, network infrastructure, and third-party integrations in accordance with Hema AI's then-current technical requirements and Documentation;

13. Customer shall ensure that its use of the Services is at all times in compliance with the Agreement, this Policy, and applicable law; and

14. Customer shall not submit abusive, excessive, or bad-faith support requests. Hema AI reserves the right to de-prioritize or decline to respond to support requests that it reasonably determines to be abusive, frivolous, or inconsistent with the terms of this Policy.

8. Exclusions

8.1 General Exclusions. Hema AI shall have no obligation to provide Support, and the Target Response Times shall not apply, to the extent that an Issue arises from, is caused by, or relates to any of the following (each an "Exclusion"):

(i) Customer's or any User's use of the Services in a manner not consistent with the Agreement, the Documentation, or Hema AI's reasonable instructions or specifications;

(j) Customer's or any User's negligence, misuse, or abuse of the Services, or any modification to the Services made by or on behalf of Customer without Hema AI's prior written authorization;

(k) the combination, integration, or use of the Services with software, hardware, systems, products, networks, or components not supplied by Hema AI or not reasonably anticipated to be used in conjunction with the Services;

(l) failure, interruption, outage, or performance degradation of any Third-Party Platform, AI Platform, third-party service, or Customer-managed infrastructure;

(m) issues with Internet connectivity, telecommunications networks, or routing beyond Hema AI's network demarcation point;

(n) Scheduled Maintenance or emergency maintenance performed by Hema AI in accordance with the Service Level Agreement;

(o) use of Trials and Betas, free-tier features, or other evaluation access to the Services, which are provided on an as-is basis without support obligations;

(p) any event of Force Majeure as defined in the Agreement; and

(q) Customer's failure to implement updates, patches, or configuration changes released or recommended by Hema AI.

8.2 Feature Requests and Enhancement Suggestions. Feature requests, product enhancement suggestions, and how-to inquiries do not constitute Issues and are not subject to the Target Response Times applicable to Priority Level Issues. Hema AI will use commercially reasonable efforts to acknowledge and consider feature requests submitted by Customer, but is under no obligation to implement any specific feature or enhancement.

9. Escalation

9.1 Escalation Process. If Customer believes that an Issue has not been responded to or progressed in accordance with this Policy, Customer's authorized Support Contact may escalate the Issue by sending a written escalation request to info@tryhema.com with the subject line "Support Escalation — [Ticket Number]." The escalation request must include the original ticket or case reference number, a description of the reason for escalation, and the current business impact of the Issue.

9.2 Escalation Review. Upon receipt of a valid escalation request, a Hema AI support manager or senior support personnel will review the escalation within one (1) Business Day and provide Customer with: (a) an updated assessment of the Issue status; (b) a revised timeline for resolution or Workaround delivery, if applicable; and (c) the name and contact information of the Hema AI personnel responsible for the escalated Issue.

9.3 Good Faith. Both Parties agree to engage in good faith in the escalation process. Customer shall use the escalation process in good faith and not as a substitute for complying with its obligations under Section 7. Excessive or bad-faith escalation requests may result in Hema AI adjusting support access in accordance with Section 7.

10. Amendments and General Provisions

10.1 Amendments. Hema AI reserves the right to update or modify this Policy from time to time to reflect changes in Hema AI's support practices, product offerings, or applicable law. Hema AI will post the updated Policy at www.tryhema.com/legal/support-policy and will provide Customer with at least thirty (30) days' prior written notice of any material changes. Updated versions of this Policy will take effect at the commencement of the next Order Renewal Term occurring at least thirty (30) days after the date of notice, unless the Parties agree otherwise in writing.

10.2 Governing Law. This Policy is governed by and shall be construed in accordance with the laws of the State of Delaware and applicable federal laws of the United States, consistent with the governing law provisions of the Agreement.

10.3 Relationship to Agreement and SLA. This Policy is incorporated into and forms part of the Agreement. In the event of any conflict between this Policy and the Agreement, the Agreement shall govern, except where this Policy expressly provides otherwise. This Policy supplements and should be read in conjunction with the Service Level Agreement; to the extent of any conflict between this Policy and the Service Level Agreement with respect to uptime commitments and Service Credits, the Service Level Agreement shall govern.

10.4 Contact. For any questions regarding this Policy, or to submit a support request, please contact Hema AI at:

Hema AI Inc.

131 Continental Dr, Suite 305

Newark, Delaware 19713, United States of America

Support Email: info@tryhema.com

Support Portal: www.tryhema.com/support

Status Page: www.tryhema.com/status

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Hema AI Inc. | 131 Continental Dr, Suite 305, Newark, Delaware 19713 | info@tryhema.com | www.tryhema.com