Glooko Support Services Terms and Conditions

The below appearing terms (the “Terms”) supplement the master agreement entered into with Glooko, Inc. or Glooko AB, as applicable (collectively, the “Company”), or any other agreement entered into with Company upon which the above hyperlink appears (each a “Master Agreement”). The Terms, as may be updated by Company from time to time, form an integral part of the Master Agreement and are expressly incorporated into and governed by such Master Agreement. Unless otherwise indicated below, capitalized terms used herein have the meanings ascribed to them in the Master Agreement. These Terms shall apply to Company’s provision of the services or deliverables described hereunder at all times.

1. Support Services. In support of its use of the Software purchased by it, Client shall receive technical support for product related questions in accordance with Company’s then-current technical support policies. Company’s support information is available at https://support.glooko.com/, as may be amended and updated by Company from time to time in its sole discretion. It is recommended that Authorized Users complete any purchased training prior to their use of the Software. Upon Client’s request, Company may provide additional technical support at Company’s then-current hourly rates, subject to the execution of an additional Order Form. Company shall not be responsible for general support relating to Client’s use of software or hardware provided by any entity other than Company or its affiliates. Such exclusions shall include operating systems, PC hardware, office applications, web browsers, EMR software, Client-specific authentication mechanisms, Client’s network, or any other hardware or software that Company does not control.

2. Support Availability. Company provides technical support to Client’s Authorized Users having trouble with their account via email, phone, and SMS text message (the “Support” services). Many self-service resources are also available at https://support.glooko.com/. Company encourages all of Client’s Authorized Users to first visit this link when having any trouble using the Software.

3. Support Hours. Support is available from Monday to Friday, 8 am – 8 pm, Eastern Time (USA and Canada) and 8 am – 5 pm CET (outside USA and Canada). Support is unavailable during the weekend, during public bank holidays in the respective territories, and during all holidays observed by Company.

4. Support Duration. Company provides Support for the duration of the Term of the Agreement.

5. Support System. Company manages Support requests in its support ticket system.

6. Support Issue Classification, Escalation and Response Times: All Support issues are initially considered Priority 3 and then escalated as needed under the Issue Priority Definitions detailed below. Company’s response times for Support issues reported by Client are summarized below. When an issue is escalated, depending the nature and character of the issue being reported, it is sent to the internal personnel dedicated to addressing the issue based on its nature and character. Notwithstanding the foregoing, should an incident involve a potential data breach or breach of Company’s data security obligations, such issues are immediately escalated to Priority 0.

7. Support Issue Classifications:

Priority 0 – Code Red

• Complete system outage, or outage in major system components which impacts ability to upload, view or share data either remotely or in clinic.
• A security issue exists resulting in release (or threat to release) of Glooko users’ Personal Health Information (PHI) / Personally Identifiable Information (PII) to a public forum.
• Mobile application is crashing repeatedly for 20 or more reporting users such that this set of users cannot use the application.

Priority 1 – Critical

• Supported diabetes device data is being incorrectly received, parsed, interpreted or displayed from one or more devices.
• A data integrity or availability issue is affecting the ability to view or update data for many to most users and customers.
• Security vulnerability has been detected; possible or detected exposure of patient information.
• API platform is down.

Priority 2 – Major

• A data availability issue is affecting the ability to view or access one or more categories of data for one customer.
• Identification of an opportunity to prevent exploitation of a security vulnerability.
• Mobile applications are crashing repeatedly for less than 20 reporting users such that this set of users cannot use the application.
• Part of the mobile application is not responding or not working.
• Significant system performance is degraded.

Priority 3 – Minor

• Minor, cosmetic issue.
• Software issue that affects features but does not prevent normal operations.
• Identification of an opportunity to improve data integrity or security that is not immediately time-critical.
• Any other bug not classified as Code Red, Critical, or Major.

8. Targeted Issue Response Times

9. Client Obligations. In order for Company to be able to resolve issues reported by Client in the response times appearing above, Client itself must undertake the below listed actions when reporting the issue to Company:

• Validate and attempt to recreate the issue before reporting to Company;
• Report the problem to Company within 1 day of it happening;
• Provide any additional analysis requested by Company and reasonably cooperate with Company to identify, evaluate and resolve the issue.

10. Exclusions. Company will have no liability or any failure to meet the Targeted Issue Response Times above for issues arising from: (a) use of the Software by Client other than as authorized under the Agreement or documentation; (b) problems caused by client’s own data; (c ) problems caused by Client or its Authorized User’s equipment; (d) problems caused by third party acts, or services and/or systems not provided by Company; or (e) general telecommunications problems or problems caused by other factors outside of Company’s reasonable control.