Support Agreement

Last Revision: September 2025

This Support Agreement applies to and is incorporated by reference into the ordering document (the “SaaS Agreement”) made by and between MedMe and the Customer (as identified on the SaaS Agreement). MedMe may modify the terms and conditions of this Support Agreement from time to time by posting an amended version to its website. However, MedMe will provide sixty (60) days’ advance notice before materially reducing the benefits offered under this Support Agreement.

1. DEFINITIONS
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“Basic Support” means the support level as set out in Section 2.
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‍“Business Hours” is M-F 9 am - 6 pm EST.
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‍“Gold Support” means support level as set out in Section 3. Gold Support is not included by default and is only available through a custom Master Services Agreement (the “MSA”) or supplemental order form, subject to additional fees.
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“Immediately” means a time period of 30 minutes or less.
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“Issue” means a failure of the “Application” (as described in the SaaS Agreement) to substantially conform to the functional specifications set forth in the Documentation and the Agreement.

‍“Monthly Uptime Percentage (MUP)” means the percentage of time during a calendar month that the Services are Available, excluding Scheduled Maintenance and other SLA Exclusions.
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“Platinum Support” means support level as set out in Section 4. Platinum Support includes enhanced SLAs and account services, and is only available through a custom Master Services Agreement or supplemental order form, subject to additional fees.
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‍“Primary Functions” means all critical steps involved in the process of scheduling and completing appointments, including but not limited to scheduling, queueing, email/SMS messaging, viewing today’s appointments, pre-filled consent form generation, etc.
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‍“Response Time” means the time period in which the assigned support resource (or support system) shall provide Customer with an initial technical response as a result of an Issue reported by Customer.

‍“Scheduled Maintenance” means planned unavailability of the MedMe Platform for maintenance, repairs, upgrades, or other services, announced in advance by MedMe.
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‍“Secondary Functions” means the non-critical features that do not directly enable, but rather enhance, the process of scheduling and completing appointments, such as printing all forms (in print ready file), setting appointment status, settings, calendar availability, etc.

‍“SLA Exclusion” means any event outside MedMe’s control that affects uptime, such as force majeure events, third-party failures, Customer-side issues, or termination/suspension in accordance with the MSA.

‍“Support” means the support services to be provided by the MedMe to the Customer in accordance with this Addendum.

‍“Support Level” means the level of Support (Basic Support, or Gold Support) that has been selected by the Customer on the SaaS Agreement.

‍“Term” means the duration set forth in the SaaS Agreement.

‍“Tertiary Functions” refers to all other aspects of the Platform that do not enable the process of scheduling and completing appointments but rather facilitate ease of use of the Platform, such as displaying current times, basic analytics, viewing past patients, etc.

2. BASIC SUPPORT

‍2.1 Basic Support. Basic Support includes the program features that MedMe makes generally available to its Basic Support SaaS customer base during the applicable Term as follows:

‍2.2 “Support” Defined. Support consists of assistance provided to customers via the Internet with respect to use of the Application and to resolve Issues. Support cases are tracked and managed through access to a chat management system operated by MedMe's Intercom Chat (the “Customer Support Portal”). Basic Support is available Monday through Friday during MedMe’s business hours unless otherwise specified in the SaaS Agreement.

‍2.3 Severity Classification and Response Time Goals. Issues are classified by MedMe according to severity of impact on the use of the Application, according to the chart below. All disputes regarding severity classification will be resolved by MedMe at its sole discretion.

3. GOLD SUPPORT
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‍3.1 GOLD Support. Gold Support includes the program features that MedMe makes generally available to its Gold Support SaaS customer base during the applicable Term as follows:
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‍3.2 “Support” Defined. Support consists of assistance provided to customers via the Internet with respect to use of the Application and to resolve Issues. Support cases are tracked and managed through access to a chat management system operated by MedMe's Intercom Chat (the “Customer Support Portal”). In addition to the Customer Support Portal, Gold Support includes access to an Account Manager for onboarding and general account management needs. Gold Support is available Monday through Friday during MedMe’s business hours unless otherwise specified in the SaaS Agreement.
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‍3.3 Severity Classification and Response Time Goals. Issues are classified by MedMe according to severity of impact on the use of the Application, according to the chart below. All disputes regarding severity classification will be resolved by MedMe at its sole discretion.

3.4 Additional Gold Services. Gold Support includes access to the following services:

• ‍Configuration Support: Support during onboarding to align the platform to pharmacy workflows using standard templates and tools. Professional Services are not included with Gold Support and may be scoped separately.
• ‍Standard Reporting Package: Quarterly dashboards covering key metrics related to service volume, usage, and adoption.

4.5 Additional Platinum Services. Platinum customers are also entitled to the following services:

• Customized Training Programs: Role-specific, workflow-aligned training programs delivered virtually or onsite, developed in partnership with the customer's leadership team and refreshed as needed to support staffing changes or service expansion.
• Professional Services Hours: Platinum customers receive a dedicated annual allotment of Professional Services hours, which may be used for advanced configuration, custom analytics and reporting, or strategic consultation. Additional work beyond the included hours may be scoped and billed separately.
• Enterprise Analytics & KPI Dashboards: Monthly reporting tied to business goals, including utilization insights, patient throughput, staff activity, and service-level performance with strategic recommendations from MedMe’s analytics and success teams.

4.6 SLA Exclusions. The above uptime guarantee excludes downtime caused by:
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- Scheduled Maintenance
- Force majeure events
- Third-party services or infrastructure failures
- Customer-side misconfigurations
- Any breach of the SaaS Agreement by Customer

5. OBLIGATIONS OF CUSTOMER
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‍5.1 Support Contact. All communications relating to Support will be supervised, coordinated, and undertaken by no more than two (2) designated contact persons per Customer work-shift who will act as a point of contact between Customer and MedMe. Each contact must possess or, at Customer’s expense, acquire the necessary expertise and training to diagnose and resolve Issues with direction by MedMe.
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‍5.2 Pre-Call Procedures. Prior to requesting Support from MedMe, Customer shall comply with all published operating and troubleshooting procedures for the Application. If such efforts are unsuccessful in eliminating the Issue, Customer shall then promptly notify MedMe of the Issue. Customer shall confirm that the following conditions are true before contacting MedMe for support:

• a) Reproduction. If possible, the situation giving rise to the Issue is reproducible in a single supported Application;
• b) Support Representative. The Customer contact has the technical knowledge regarding the Application and any other software or hardware systems involved and in the facts and circumstances surrounding the Issue;
• c) Access. The entire system, including all software and hardware, is available to the Customer contact without limit during any communication with MedMe support personnel; and
• d) Availability. If requested and required, Customer must make available to MedMe a technical representative during support hours of coverage for all Issues. MedMe reserves the right to suspend all work relating to any Issues during periods for which the Customer does not provide access to a technical representative or requested data to continue work on the Issue.

‍5.3 Remote Connection. If appropriate, Customer will cooperate with MedMe to allow and enable MedMe to perform Support via remote connection using standard, commercially available remote control software. Customer will be solely responsible for instituting and maintaining proper security safeguards to protect Customer’s systems and data.
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5.4 Updates. Customer acknowledges and agrees that SaaS services updates provided by MedMe pursuant to this Addendum may, in MedMe’s sole discretion, require additional training of Customer’s personnel.
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5.5 Disclaimer. MedMe will not be responsible for providing Support, updates, or any other maintenance and support to the extent that Issues arise because Customer: (a) misuses, improperly uses, misconfigures, alters, or damages the Application; (b) uses the Application with any hardware or software not recommended by MedMe; (c) uses the Application at any unauthorized location; (d) fails to install an update to the Application if such update would have resolved the Issue; or (e) otherwise uses the Application in a manner not in accordance with the SaaS Subscription Agreement.

6. CONTACT
If you have any questions or comments about these Terms, please contact MedMe via email: support@medmehealth.com