Support Policy

Effective January 1, 2026

This Support Policy describes the standard technical support provided by Phoenix Consultants Group, Inc. (“Phoenix”) for the FireFlight Data Systems platform and related services.

1. Support Scope

Standard support may include:

• Assistance with access, authentication, and account issues;
• Investigation of suspected defects or service interruptions;
• Guidance on documented FireFlight features and workflows;
• Assistance with configuration questions within the Customer’s implemented environment;
• Review of error messages, failed processes, and unexpected behavior;
• Coordination of corrective maintenance and platform updates when appropriate.

2. Items Outside Standard Support

Unless included in an Order or separate statement of work, standard support does not include:

• New features, modules, reports, integrations, or custom development;
• Major workflow redesign or business-process consulting;
• Data cleanup, data entry, or large-scale data migration;
• Support for third-party systems, networks, hardware, or software not controlled by Phoenix;
• Training beyond the amount included in the applicable Order;
• Issues caused by unauthorized modifications, misuse, or use contrary to documentation;
• Recovery of deleted or altered data where the cause is outside Phoenix’s control.

3. How to Request Support

Customers should use the support contact identified in their Order. If no separate address is listed, requests may be sent to in**@************ts.com.

A support request should include, when available:

• Customer and requester name;
• Affected FireFlight environment, module, page, or workflow;
• Date and time the issue occurred;
• Description of the expected and actual behavior;
• Business impact and number of users affected;
• Steps to reproduce the issue;
• Screenshots, error messages, or relevant records that can be shared safely.

4. Priority Classification

5. Response and Resolution

Phoenix will review support requests and respond according to the applicable support tier and the nature and business impact of the request. Response time means the time to acknowledge and begin evaluating a request; it is not a guaranteed resolution time.

Resolution time depends on factors including reproducibility, complexity, required testing, third-party dependencies, Customer responsiveness, and whether the request requires custom work.

6. Customer Cooperation

To allow Phoenix to investigate efficiently, Customers will:

• Provide accurate and complete information about the issue;
• Make appropriate personnel available when reasonably needed;
• Provide safe access to relevant records, logs, or environments when authorized;
• Test proposed corrections or workarounds when requested;
• Avoid sharing passwords, full payment card numbers, or unnecessary sensitive information.

7. Remote Access and Customer Data

Phoenix may access Customer Data or the Customer’s FireFlight environment only as reasonably necessary to investigate and resolve a support request, maintain the Services, or as otherwise authorized by the Customer and applicable agreement.

8. Maintenance, Updates, and Fixes

Phoenix may deploy patches, corrections, maintenance releases, and platform updates as needed to maintain security, reliability, and performance. Material scheduled maintenance will be communicated in advance when practicable.

9. Custom Work

Requests that involve new functionality, substantial configuration, data migration, integrations, training, or consulting may require a separate estimate, Order, or statement of work. Phoenix will identify such requests before beginning billable work.

10. Service Availability

Service availability commitments and exclusions are described in Phoenix’s Service Level Agreement.

11. Updates to This Policy

Phoenix may update this Support Policy from time to time, provided that no update materially reduces a Customer’s support rights during an active paid Subscription Term.

12. Authoritative Terms

This policy states Phoenix’s standard support practices. The Customer’s Order, Master Software-as-a-Service Agreement, or another signed agreement may provide different or additional terms. If there is a conflict, the signed agreement controls.