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Last Updated: April 2, 2025

Support and Service Level Terms

Other than for Evaluation Customers and customers with customized support options, these Support and Service Level Terms are part of Your Terms with Counsel AI. Any capitalized terms used but not defined in these Support and Service Level Terms have the meaning set forth in the Terms.

1. SUPPORT.

1.1. We provide support through access to our documentation (help.harvey.ai) as well as via email directed to support@harvey.ai which is monitored from 4:00 am to 10:00 pm EST.

1.2. Counsel AI provides response time to support issues as indicated in the below table:

Priority		Initial Response TimeTarget Resolution Time
Severe. Service is unavailable or a subset of functionality is unavailable without a workaround; security issues, data integrity issues.		2 Hours 24 Hours
High. Major functionality is impacted, or performance is significantly degraded; issue persists, and no reasonable workaround is available.		4 Hours1 Week
Medium. Any other bugs or issues that are not considered Severe or High.		1 US Business Day3 Weeks
Low. Enhancements, tech questions.		2 US Business DaysAligned with our product roadmap, or as appropriate.

1.3. We continuously explore ways to refine and improve our support resources, and we will provide Notice to you as we update this aspect of our offering.

2. SERVICE LEVELS.

2.1. Counsel AI will use commercially reasonable steps to make the Services available to You at least 99.5% of each calendar month (the “Availability Commitment”).

2.2. “Monthly Uptime Percentage” is calculated as ([Total number of minutes in the calendar month] - [Total minutes of Downtime in the calendar month] * 100 / [Total number of minutes in the calendar month]. “Downtime” is any event under Counsel AI’s or its subcontractors’ reasonable control that causes the Services to become generally unavailable to Your users.

2.3. In the case where your Monthly Uptime Percentage falls below our Availability Commitment, upon Notice by You, Counsel AI will provide you a “Service Level Credit” based on a percentage of your Per Seat Cost (as set forth in Your currently operative Order Form) multiplied by the number of Seats in the operative month as indicated in the chart below. Such Service Level Credit will be your exclusive remedy. Any request for a Service Level Credit must be received within 10 days of the end of the month for which the Service Level Credit is being sought.

Monthly Uptime Percentage		Service Level Credit Percentage
99.5% or higher		None
Under 99.5% but greater than or equal to 99%		10% of Per Seat/monthly enterprise Cost in the relevant month relating to Services impacted by the uptime failure
Under 99% but greater than or equal to 95%		25% of the Per Seat/monthly enterprise Cost in the relevant month relating to Services impacted by the uptime failure
Under 95%		50% of the Per Seat/monthly enterprise Cost in the relevant month relating to Services impacted by the uptime failure

2.4. You are not entitled to any Service Level Credit for:

2.4.1. Equipment or software failure under Your control;

2.4.2. Your or Your Users inability to connect to the Internet;

2.4.3. Your failure to utilize the Services in conformity with our documentation;

2.4.4. Force Majeure events;

2.4.5. Use of the Services’ features that are designated as Preview Features (that is, beta functionality); and

2.4.6. Use of the Services for unpaid or evaluation purposes.