Uniform — Scope of Support Services

1. Standard Support — Included Services

Standard Support is included with all active Uniform subscriptions. Standard Support covers assistance related to the expected use and operation of the Uniform Platform as described in the applicable documentation published by Uniform on Uniform’s website (the “Official Documentation”).

1.1 Product Issues and Defects

Standard Support includes:

• Reporting, triaging, and troubleshooting of product defects

• Investigation of documented features not functioning as described

• Diagnosis and escalation of platform performance issues

• Investigation of API errors or unexpected platform behavior

• Communication regarding platform availability and service interruptions

1.2 Documentation-Based Guidance

Standard Support includes:

• Answering questions that are addressed by the Official Documentation

• Clarification of documented features, APIs, and SDKs

• Guidance on following documented best practices

• Assistance with interpreting error messages

• Walkthroughs of documented examples and tutorials

1.3 Standard Configuration and Setup

Standard Support includes:

• Product configuration in accordance with the Official Documentation

• Basic integration setup following the official integration guides

• Team and user management assistance

• Team/Project configuration for standard, documented scenarios

1.4 Product-Related Troubleshooting

Standard Support includes:

• Diagnosing issues with documented features

• Assisting in determining whether an issue is attributable to the Uniform Platform

• Reviewing error logs for platform-related issues

• Basic debugging of standard, documented integration patterns

2. Technical Account Management (TAM) Services — Additional Services

TAM Services are available for separate purchase and cover consulting, advisory, and hands-on technical work that goes beyond the scope of Standard Support. TAM Services are required when the Customer’s needs involve custom solutions, architectural guidance, solution design, or work that extends beyond the capabilities documented in the Official Documentation.

2.1 Architecture and Solution Design

TAM Services may include:

• Designing custom integration architectures

• Solution architecture review and recommendations

• Scalability planning and optimization strategies

• Multi-environment or complex deployment strategy design

• Custom content model design

• Performance optimization planning and advisory

2.2 Custom Development and Implementation

TAM Services may include:

• Development of custom code for Customer-specific use cases

• Building custom integrations beyond documented patterns

• Creation of custom components or plugins

• Implementation of complex or Customer-specific business logic

• Development of custom migration scripts or tooling

• Proof-of-concept development for use cases not covered by the Official Documentation

2.3 Code Review and Analysis

TAM Services may include:

• Review of Customer-developed code

• Debugging of Customer application code (as distinguished from Uniform Platform code)

• Performance analysis of Customer implementations

• Code quality assessments

• Security review of custom implementations

2.4 Undocumented and Experimental Solutions

TAM Services may include:

• Development of solutions not covered by the Official Documentation

• Workarounds for edge cases or atypical configurations

• Guidance on experimental or beta features not covered by the Lighthouse Program

• Creative problem-solving for unique or non-standard requirements

• Integration of the Uniform Platform with third-party tools in novel or undocumented configurations

2.5 Training and Enablement

TAM Services may include:

• Custom training sessions beyond standard onboarding

• Team workshops and enablement sessions

• Best-practices training tailored to Customer-specific use cases

• Pair programming or hands-on development sessions

2.6 Strategic Consulting

TAM Services may include:

• Content strategy consulting

• Digital experience optimization advisory

• Tool selection and evaluation guidance

2.7 Extended Troubleshooting

TAM Services are required for:

• Complex multi-system debugging involving Customer environments

• Deep investigation into issues specific to the Customer’s environment or configuration

• Performance troubleshooting specific to Customer implementations

• Resolution of issues caused by Customer code or third-party integrations

3. Support Channels and Response Times

Support Definitions

Escalation: If you feel that your support ticket has not been addressed in the manner you expect, you can escalate your ticket by emailing ‘support-escalation@uniform.dev’ quoting the ticket number provided

4. Amendments

This Scope of Support Services document may be updated by Uniform from time to time. Material changes will be communicated to the Customer in accordance with the notice provisions of the applicable service agreement.