Next Seven Again Pty Ltd ACN xxx xxx xxx · Level [00], [Address]
[Suburb] [STATE] [Postcode]
Earth Intelligence – Generational Impact

Support & Service Level Agreement

Sets out the support services, response and resolution targets, and platform-availability commitments that apply to a Client's subscription to the Nxt7a platform. The support tier and service levels follow the Client's plan (Free, Basic, Advanced, Enterprise, or Pilot) as set out in Schedule A, and supplement the Master Services Agreement.

A · Agreement Summary

Applies Under

The Master Services Agreement dated [DD Month YYYY] between Nxt7a and the Client. If inconsistent, this Agreement governs support and service levels; the MSA governs all other matters.

Plan / Support Tier

[Free / Basic / Advanced / Enterprise / Pilot] – see Schedule A.

Support Hours

Australian Eastern business hours (8:00am–6:00pm AET, Monday – Friday, excluding NSW public holidays), unless an after-hours add-on applies.

Support Channels

In-app support, email to [support@nxt7a.com], and – for Advanced and Enterprise – a named account contact.

Uptime Commitment

As set out in Schedule A for the Client's plan.

Term

Co-terminous with the Client's subscription under the MSA.

1 · Definitions

1. Defined Terms

   Business Day means a day other than a Saturday, Sunday, or public holiday in Sydney, New South Wales. Business Hours means 8:00am to 6:00pm Australian Eastern Time on a Business Day. Incident means a failure of the platform to operate materially in accordance with its documentation. Response Time means the period between Nxt7a's receipt of a validly logged Incident and Nxt7a's first substantive response. Resolution means a fix, workaround, or remediation plan that restores material functionality. Availability means the percentage of time the production platform is available in a calendar month, excluding Excluded Downtime. Capitalised terms not defined here have the meaning given in the MSA.

2 · Support Services

1. Scope

   Nxt7a will provide the support services for the Client's plan as set out in Schedule A, including access to documentation, the knowledge base, in-app support, and – where the plan provides – a named account contact and priority escalation path.

2. Severity Classification

   On logging an Incident, Nxt7a will assign a severity in good faith: P1 – Critical (production unavailable or a core workflow blocked, no workaround); P2 – High (major feature impaired, workaround available); P3 – Medium (minor or cosmetic issue, limited impact); P4 – Request (question, configuration, or feature request). Response targets by severity and plan are in Schedule A.

3. Escalation

   For Advanced and Enterprise plans, unresolved P1 and P2 Incidents follow the escalation path in Schedule A, culminating – for Enterprise – in engagement of a dedicated Customer Success Manager and, where requested and agreed, emergency after-hours support.

4. Exclusions

   Support does not cover: issues caused by the Client's misuse, unauthorised modification, or third-party software; data or connectivity problems outside Nxt7a's control; or feature development beyond configuration. Professional services beyond the support scope are quoted separately under clause 5.

3 · Service Levels & Response Targets

1. Response Targets

   Nxt7a will use reasonable endeavours to meet the Response Times for the Client's plan set out in Schedule A. Response Times are measured during the applicable Support Hours.

2. Standard Support

   Standard support is included in every subscription. Indicative first-response targets are: five (5) Business Days (Free), two (2) Business Days (Basic), and one (1) Business Day (Advanced and above), as set out in Schedule A.

3. Priority & Enhanced Support

   Advanced plans receive a four (4) hour priority Response Time for P1 Incidents. Enterprise plans receive a two (2) hour Response Time for P1 Incidents, a dedicated Customer Success Manager, and emergency after-hours support on request. Priority support is included for Enterprise and available to Advanced as an add-on.

4 · Availability & Service Credits

1. Uptime Commitment

   Where the Client's plan includes an Availability commitment (see Schedule A), Nxt7a will use commercially reasonable efforts to make the production platform Available at or above the committed percentage, measured monthly.

2. Excluded Downtime

   Availability excludes: scheduled maintenance notified at least twenty-four (24) hours in advance; emergency maintenance; force majeure; downtime caused by the Client or its third-party services; and outages in upstream providers (including cloud hosting and third-party data sources) outside Nxt7a's reasonable control.

3. Service Credits

   For Enterprise plans, if Availability falls below the committed percentage in a calendar month, the Client's sole and exclusive remedy is the service credit set out in Schedule B, applied against the next invoice, provided the Client claims the credit within thirty (30) days of the end of the affected month. Service credits in any month are capped at the monthly platform fee for that month.

5 · Onboarding & Professional Services

1. Onboarding

   Where purchased, Nxt7a will deliver a structured onboarding programme including platform configuration, data ingestion, user training, and a guided first assessment. Enterprise onboarding includes a dedicated project manager and integration support.

2. Professional Services

   Specialist ecological, geospatial, or data consulting (for example credit strategy, BOS offset matching, TNFD gap analysis, or custom dataset development) is provided on a time-and-materials basis at the day rate in the applicable order or Statement of Work, exclusive of GST.

6 · Client Obligations

1. Cooperation

   The Client will log Incidents through the designated channels with sufficient detail to reproduce the issue, nominate authorised support contacts, and provide reasonable cooperation and access to enable diagnosis and Resolution.

2. Environment

   The Client is responsible for its own equipment, network connectivity, and supported browsers, and for keeping authorised-user details current.

7 · Fees

1. Included & Add-On Fees

   Standard support is included in the subscription fee. Priority/enhanced support, after-hours support, onboarding, and professional services are charged as set out in the applicable order, Schedule A, or Statement of Work. All fees are in Australian dollars and exclusive of GST.

8 · Term & Termination

1. Term

   This Agreement is co-terminous with the Client's subscription under the MSA and ends automatically on expiry or termination of that subscription.

2. Effect

   On termination, accrued but unpaid support and service fees become payable, and any unclaimed service credits lapse.

9 · General

1. Relationship To MSA

   This Agreement is incorporated into and forms part of the MSA. The MSA's clauses on liability, indemnities, confidentiality, and governing law apply to this Agreement.

2. Changes

   Nxt7a may update its support processes and Schedule A from time to time on reasonable notice, provided the service levels for the Client's current plan are not materially reduced during a paid term.

3. Governing Law

   The laws of New South Wales, Australia govern this Agreement, and the parties submit to the exclusive jurisdiction of the courts of that State.

Schedule A – Support Tiers & Service Levels

Plan	Standard Response	P1 Priority Response	Channels & Escalation	Uptime
Free Self-serve	5 Business Days	–	Docs, knowledge base, community, in-app	–
Basic AU$299/mo	2 Business Days	–	In-app + email	–
Advanced AU$999/mo	1 Business Day	4 hours (priority add-on)	Named contact + escalation path	[99.5%] target
Enterprise From AU$3,500/mo	1 Business Day	2 hours (included)	Dedicated CSM + emergency after-hours on request	[99.9%] + service credits
Pilot Time-boxed	Per pilot terms	Per pilot terms	Named pilot contact	Reasonable endeavours

Response targets are measured during the applicable Support Hours and are subject to the exclusions in clauses 2 and 4. Uptime figures shown in brackets are indicative and confirmed in the Client's order.

Schedule B – Enterprise Service Credits

Monthly Availability	Service Credit (% of monthly platform fee)
At or above 99.9%	No credit
99.0% to below 99.9%	5%
97.0% to below 99.0%	10%
Below 97.0%	20%

Service credits are the Client's sole and exclusive remedy for availability shortfalls, must be claimed within thirty (30) days, and are capped at the monthly platform fee for the affected month.

Executed As An Agreement