Legal

Support Terms

Version 1.0, effective 10/23/2026

Version 1.0, effective 10/23/2026. Published at https://apisec.ai/support. Incorporated by reference into the APIsec Master Subscription Agreement. On written request APIsec will provide a dated PDF of the version in effect on an Order Form’s Effective Date.

1. Scope and Channels

APIsec will provide technical support for the Services to Customer’s designated technical contacts via support@apisec.ai and the in-product support channel. Customers on an applicable plan as specified in the Order Form may also be provided a dedicated shared Slack or Microsoft Teams channel.

2. Support Hours

Standard support hours are 6:00 a.m. to 6:00 p.m. Pacific Time, Monday through Friday, excluding APIsec-observed holidays. Severity 1 issues are handled 24 hours a day, 7 days a week.

3. Severity Definitions

Severity

Definition

Severity 1 (Critical)

The Services are completely unavailable, or a core function is inoperable for all Authorized Users, in a production environment, with no commercially reasonable workaround.

Severity 2 (High)

A major function of the Services is materially impaired or unavailable for a substantial number of Authorized Users. A workaround may exist but is burdensome or incomplete.

Severity 3 (Medium)

A non-critical function is impaired or behaving incorrectly. A reasonable workaround is available and business impact is limited.

Severity 4 (Low)

General questions, configuration assistance, documentation issues, cosmetic defects, and feature requests. No material business impact.

APIsec assigns the initial severity level based on Customer’s description. If Customer disagrees with the assigned severity, the Parties will discuss in good faith, and APIsec will not unreasonably refuse to reclassify.

4. Target Response and Update Times

Severity

Target Initial Response

Update Cadence

Effort

Severity 1

1 hour (24x7)

Every 4 hours

Continuous commercially reasonable effort until resolved or downgraded

Severity 2

4 support hours

Daily

During support hours until resolved or downgraded

Severity 3

1 business day

Every 3 business days

During support hours

Severity 4

2 business days

As appropriate

During support hours

“Response” means a substantive acknowledgement by a qualified support engineer, including confirmation of severity and next steps. Response targets are not resolution commitments. Target response times are goals measured on average over a calendar quarter, are not warranties, and are not subject to service credits under the Service Level Agreement.

5. Escalation Path

Customer may escalate any open issue through the following path. Contact details will be provided to Customer’s designated technical contacts at onboarding and updated as needed.

Level

Role

Contact

Support Engineer

support@apisec.ai

Lead, Technical Support

Gavin Henssey, gavin@apisec.ai

Lead for Customers

Dave Piskai, dave@apisec.ai

Chief Executive Officer

Faizel Lakhani, faizel@apisec.ai

Customer may escalate directly to Level 3 any Severity 1 issue that has not received an initial response within the target time, and directly to Level 4 any Severity 1 issue unresolved after twenty-four (24) hours.

6. Customer Responsibilities

Customer will (a) designate up to [five (5)] technical contacts authorized to submit support requests; (b) provide sufficient detail to reproduce and diagnose the issue, including logs, screenshots, timestamps, affected endpoints, and reproduction steps; (c) reasonably cooperate with APIsec’s diagnostic efforts; and (d) maintain the Services at a supported configuration and version.

7. Exclusions

Support does not cover issues arising from (a) Customer’s modifications to the Services or to systems connected to them; (b) third-party products, services, or integrations; (c) use of the Services outside the applicable documentation; (d) unsupported configurations or deprecated versions; or (e) Customer’s network, hardware, or connectivity. APIsec will use commercially reasonable efforts to assist in identifying the source of such issues.

8. Root Cause Analysis

For any Severity 1 issue, APIsec will provide a written root cause analysis within ten (10) business days following resolution, upon Customer’s request.