Published: February 18, 2026
1. Additional Definitions
“Business Hours” means Monday through Friday 6:00 a.m. to 5:00 p.m. Pacific Time, excluding Transcend company holidays.
“Customer Support Tier” means the level of customer support purchased by Customer, as specified in the applicable Order Form.
“Designated Support Channels” means Transcend’s customer support email address at support@transcend.io, in-application chat, or other support channels expressly designated by Transcend for support requests.
“First Response Time” means the time from Transcend’s receipt of a reported issue through a Designated Support Channel until a live Transcend support individual provides an initial response acknowledging the issue.
2. Customer Support Tier Descriptions. The support services available to Customer for each Customer Support Tier are described below.
| Customer Support Tier | Standard | Pro | Premier |
|---|---|---|---|
| Post-Implementation Support Sessions (30 min each) | No | 1 session per quarter | 1 session per month |
| Sandbox Instance Access | No | No | Yes |
| Support Channels | Email & In-App Chat Support | Email & In-App Chat Support | Email & In-App Chat SupportDedicated Slack or Teams Channel |
3. First Response Times Transcend will use commercially reasonable efforts to address issues in accordance with the severity classification table and guaranteed First Response Times below, based on Customer’s purchased Customer Support Tier. Severity classifications will be determined by Transcend in good faith based on the definitions set forth below. If an issue can fit into more than one severity level, it will be categorized into the highest severity level.
| Severity Level/Description | Standard Tier First Response Time | Pro Tier First Response Time | Premier Tier First Response Time |
|---|---|---|---|
| Urgent Transcend Services are inoperable or down in production system/environment, having a critical impact on Customer’s business | 2 business days, Monday - Friday | 8 Business Hours, Monday - Friday | 2 hours, 24x7x365 |
| High Transcend Services are operational, but have a severe loss or restricted functionality in the production system/environment | 3 business days, Monday - Friday | 12 Business Hours, Monday - Friday | 4 hours, 24x7x365 |
| Normal Transcend Services are operational, but have a minor loss of functionality (with or without a workaround) in any environment, causing low or no impact to Customer’s businessGeneral questions regarding software functionality | 5 business days | 2 business days | 4 Business Hours |
| Low Documentation errors and software feature requests | 5 business days | 5 business days | 8 Business Hours |
24x7x365 Support: Transcend Support is available 24x7x365 solely for Urgent and High severity issues reported by Premier Customers in accordance with the severity classifications set forth above. Premier Customers can reach Transcend Support after normal Business Hours by one of two methods: