Last Updated: March 7, 2025

This Service Level Agreement (the “SLA”) shall form part of the Terms and Conditions (the “T&Cs”) of Mango Systems Inc. (“Mango”) for the provision of certain Services. Reference to “Customer” means the party with whom Mango has an active relationship to provide the Services. Capitalized terms not defined herein shall take on the meaning as defined in the T&Cs.

This SLA outlines the level of support that Mango is committing to provide to Customer with respect to the Services provided.

1. Scope of Support

   Mango will provide support in the following areas:

   • Technical Troubleshooting: Mango will provide assistance with software-related issues and functionality to ensure that the Software performs materially in accordance with its documentation.

   • Software Updates: Regular updates, patches, and bug fixes will be provided to ensure that the Software performs materially in accordance with its documentation.

   • Training: Basic training materials and guidance on system use will made available to Customer.

     
     

2. Support Channels

   All support will be provided exclusively via email at [email protected]. No phone or live chat support is available at this time.

   
   

3. Response & Resolution

   Times Mango will respond to support inquiries within 48 business hours from receipt. Business hours are 9AM to 5PM ET between Monday to Friday, excluding any Ontario holidays. Resolution times will vary based on the complexity of the issue, with reasonable efforts made to provide solutions promptly.

   
   

4. Support Availability

   Customer may email support 24/7 and Mango shall respond in accordance with the response time outlined above.

   
   

5. Exclusions & Limitations

   The following are not covered under Mango’s support services:

   • Hardware-related issues, including physical damage or malfunctions of Customer devices.

   • Issues related to third-party software that is not integrated with the Software.

   • Operating system failures or conflicts on Customer’s Display Player.

   • Network connectivity issues outside of Mango’s control.

   • Custom development requests or modifications outside standard software functionality.

   • Support for the End-Users: Support for End-Users is limited to the Customer’s organization and does not extend to its clients.

     
     

6. Support Plan & Costs

   Basic support as outlined in this SLA is included in the Subscription. Additional premium support options may be available.

   
   

7. Client Responsibilities

   To be eligible for support, the Customer must:

   • Ensure they are using the latest version of the Software.

   • Maintain a proper system setup that meets Mango’s minimum technical requirements.

   • Perform regular software updates as recommended by Mango.

   • Provide necessary logs, screenshots, or relevant details to facilitate troubleshooting.

     
     

8. Modifications to Support Policy

   Mango reserves the right to modify this SLA from time to time. The date of any change to this SLA shall be indicated above. If Customer and Mango have entered into an Order with a version of this SLA attached, such version of the SLA shall apply to Customer with respect to such Order.