Exhibit A - Maintenance & Support Schedule
(Updated as of February 8, 2026)
1. Scope of Maintenance & Support
During any period for which Customer has paid the annual License Fee, Company shall provide the following: (a) Bug fixes, security patches, and minor updates to the Software; (b) Technical support for Software defects and configuration issues; (c) Access to Company's secure download portal for obtaining Updates; (d) Reasonable guidance on Software configuration and best practices.
2. Update Frequency
Company shall use commercially reasonable efforts to provide: (a) Critical security patches: within five (5) business days of identification; (b) Bug fix releases: quarterly, or more frequently as warranted; (c) Minor version updates: semi-annually; (d) Major version upgrades: as commercially released (additional fees may apply).
3. Support Hours and Contact
Business Days: Sunday through Thursday (Israel time), excluding holidays. Business Hours: Sunday through Thursday between 9:00 AM - 6:00 PM (Israel time), excluding holidays. Support Contact: hello@clears.ai or via Company's support portal. For Level 1 Incidents, emergency support is available 24/7 via the designated emergency contact provided upon onboarding.
4. Incident Classifications
Level 1 (Critical): A Software defect that renders the Software completely inoperable or causes loss of critical data, with no workaround available. Level 2 (High): A Software defect that significantly impairs a major function of the Software, but a temporary workaround exists. Level 3 (Medium): A Software defect that causes a minor operational inconvenience with an easy workaround or cosmetic issue.
5. Incident Response and Resolution Targets
Company shall use commercially reasonable efforts to meet the following targets during Business Hours:
| Metric | Priority | Target (subject to circumstances) |
|---|---|---|
| Initial Response | Level 1 | 4 Business Hours or less |
| Level 2 | 24 Business Hours or less | |
| Level 3 | 3 Business Days or less | |
| Bug Fix / Patch | Level 1 | 2 Business Day or less (hotfix or workaround) |
| Level 2 | 5 Business Days or less | |
| Level 3 | Next scheduled update release |
6. Support Exclusions
Company shall not be required to provide support for issues arising from: (i) modifications to the Software not authorized by Company in writing; (ii) Customer's failure to maintain the Customer Environment in conformance with Company's published specifications; (iii) use of the Software other than as permitted in the Agreement; (iv) any fault in Customer's hardware, network, operating system, or third-party software; (v) Customer's failure to install Updates within the timeframes specified by Company; and/or (vi) Customer's negligence or willful misconduct.
7. Renewal and Lapse of Maintenance
If Customer elects not to renew the annual License Fee, all license rights, support and update services shall cease at the end of the paid period. Reinstatement shall require payment of all unpaid License Fees for the lapsed period plus a reinstatement fee equal to twenty percent (20%) of such unpaid fees.
