Heroic Cloud Support Policy This Support Policy (this "Policy") applies to any support services purchased and/or used by you in connection with your purchase and/or use of the Heroic Cloud offered by GameUp Online, Inc., d/b/a Heroic Labs, a Delaware corporation, and form a part of, and are governed by, the Heroic Cloud Terms (https://cloud2.heroiclabs.com/terms.txt) (the "Terms") . Capitalized terms used but not defined herein shall have the meanings given to them in the Terms. There are three different Support Plans that you may choose from when purchasing support services: Tier 1 Support, Tier 2 Support and Tier 3 Support, as described herein. 1. Defined Terms. The following capitalized terms shall have the following meanings when used in this Policy. 1. "Available" means the Dashboard and Console is available for access and use by Customer over the Internet and the Heroic Cloud is operating in material accordance with the Documentation. 2. "Exceptions" means that the Dashboard, the Console or the Heroic Cloud will not be considered un-Available, nor will any Service Level Failure be deemed to have occurred, in connection with any failure to meet the Availability Requirement (as defined below) that is due, in whole or in part, to any: (i) act or omission by Customer or access to or use of the Heroic Cloud by Customer that does not comply with this Agreement or the Documentation; (ii) Customer's failure to perform, or a delay in performing, any of its obligations, or Customer's failure respond to Company's reasonable requests; (iii) Customer's Internet connectivity; (iv) force majeure event; (v) failure, interruption, outage or other problem with any software, hardware, system, network, facility or other matter not supplied by Company (including any Customer Materials); or (vi) Scheduled Downtime. 3. "Excluded Problem" means any failure or problem that is the result of: (i) use of the Heroic Cloud that is not in accordance with the applicable Documentation or in a manner not permitted under the Terms; (ii) modifications to the Heroic Cloud (or any portion or component thereof) made by someone other than Company; (iii) Customer Materials or (iv) failure, interruption, outage or other problem with any software, hardware, system, network, facility or other matter not supplied by Company. 4. "Game Project" means the combination of the Nakama Enterprise Software, server code provided by Company, and Customer's code for a single Customer Game. 5. "Service Level Failure" means a material failure of the Heroic Cloud to meet the Availability Requirement. 6. "Severity 1 – Critical" means an Error (as defined below) where (i) the Heroic Cloud is entirely down, (ii) Customer is experiencing a substantial loss of the Customer Game as a result of issues with the Heroic Cloud, or (iii) Customer's business operations have been severely disrupted due to a disruption in the Heroic Cloud, and, in each case, no workaround is immediately available. 7. "Support Services" means the support services provided by Company under this Policy with respect to the Support Plan you have purchased. 2. Support and Maintenance of Heroic Cloud. Company will use commercially reasonable efforts to fix or repair any material and reproducible bugs, defects or errors in the Heroic Cloud (collectively, "Errors") in accordance with this Policy. In addition to the foregoing, if You have purchased the Tier 3 Support Plan, then the Company will provide You with up to four (4) pre-scheduled hours of consulting services per month, during which the Company's engineers will answer technical questions from Your teams regarding integrating their current and prospective Projects with the Heroic Cloud. Such consulting hours must be scheduled a week in advance and are subject to availability based on Our engineers' schedules. Such consulting hours will be scheduled only during the Support Hours (as defined below) for the Tier 3 Support Plan and are limited to up to two (2) hours at a time. 3. Updates and Upgrades. Company will update the Nakama Enterprise Software and make available to Customer any and all patches, enhancements, updates, upgrades and new versions of the Nakama Enterprise Software that Company makes generally commercially available to its customers ("Updates") and any such Updates will be deemed part of the Nakama Enterprise Software. 4. Availability. Company will make the Support Services available to Customer during the following hours (the "Support Hours"): Tier 1 Support Plan From 9:00 a.m. to 5:00 p.m. Eastern Time during each day other than a Saturday, Sunday or a statutory U.S. holiday (a "Business Day"). Tier 2 Support Plan From 9:00 a.m. to 5:00 p.m. Eastern Time on any day other than a statutory U.S. holiday. Tier 3 Support Plan From 9:00 a.m. to 5:00 p.m. Eastern Time on any day other than a statutory U.S. holiday. 5. Response Times. Response times will be measured from the time Company receives a Support Request (as defined below) until the time Company has responded to such Support Request. Response times will be measured from the time a Support Request is received by Company. With the exception of Severity 1 – Critical Errors, which Company will receive Support Requests for 24/7 if you have purchased the Tier 3 Support Plan, if a Support Request is sent to Company outside of the Support Hours for your Support Plan, it will not be deemed to have been received by Company until Support Hours next resume. For example, if You have purchased the Tier 1 Support Plan and You send a Support Request to Company on a Saturday, it will not be deemed to have been received by Company until 10:00 a.m. Eastern Time on the following Monday. In addition, only hours that occur during the Support Hours for your Support Plan will be counted for purposes of measuring the response time (except for Severity 1 – Critical Errors if you have purchased the Tier 3 Support Plan, which Company will work on 24/7). For example, if You have purchased the Tier 2 Support Plan and Your Support Request is received by Company on New Year's Day, Company's twelve-hour response time window will continue until 12:00 p.m. on January 2nd. Company reserves the right to reclassify any Severity 1 – Critical Error as not being a Severity 1 – Critical Error if Company reasonably believes the classification is incorrect. 1. Tier 1 Support Plans. If you have purchased the Tier 1 Support Plan, then the Company will use reasonable efforts to respond to any request for Support Services (a "Support Request") within twenty-four (24) hours. 2. Tier 2 Support Plans. If you have purchased the Tier 2 Support Plan, then the Company will use reasonable efforts to respond to any Support Request within twelve (12) hours. 3. Tier 3 Support Plan. If you have purchased the Tier 3 Support Plan, Company will use reasonable efforts to respond to any Support Request within eight (8) hours. Support Requests for Severity 1 – Critical Errors will be accepted 24/7 and Support Requests for other Errors will only be accepted during the Support Hours for the Tier 3 Support Plan. 6. Contact Information: Support Requests shall be sent to: E-mail: support@heroiclabs.com The parties agree that the fastest way to reach Company's support team will be to send an email request to the email address set forth above. If you have purchased the Tier 3 Support Plan, then Company will provide you with your own individualized e-mail address that may be used only in the event of a Severity 1 – Critical Error (all other support matters shall be directed to the e-mail address set forth above). 7. Excluded Problems. Company will have no responsibility to provide Support Services with respect to an Excluded Problem. 8. Service Levels. For the Tier 3 Support Plan, Company will use commercially reasonable efforts to make the Dashboard, Console and Heroic Cloud Available at least 99.5% of the time as measured over the course of each calendar month during the Term (each such calendar month, a "Service Period"), excluding unavailability as a result of any of the Exceptions (the "Availability Requirement"). The Availability Requirement will not apply to You if you purchased the Tier 1 Support Plan or Tier 2 Support Plan. 9. Scheduled Downtime. Company will use commercially reasonable efforts to: (a) schedule downtime for routine maintenance of the Heroic Cloud between the hours of 2:00 a.m. and 4:00 a.m., San Francisco, California Time; and (b) give Customer at least 48 hours prior notice of all scheduled outages of the Heroic Cloud ("Scheduled Downtime").