KINOBI AI CUSTOMER SUPPORT AND SERVICES GUIDE

Support Guide Version: January 02, 2026

This Customer Support & Services Guide (“Support Guide”) describes the support and service practices applicable to the SaaS Services provided by HelloMrKinobi Pte. Ltd. (“Kinobi AI”) under the Master Subscription and Services Agreement (“Agreement”).

This Support Guide is informational and operational in nature only and does not modify, supplement, or expand the terms of the Agreement or the Service Level Agreement (“SLA”). In the event of any conflict, the Agreement and SLA shall prevail.

Table of Contents

1. Scope of Support Services
2. Support Hours
3. Support Channels
4. Severity Levels
5. Target Response Times
6. Issue Resolution and Escalation
7. Customer Responsibilities
8. Account Management and Service Reviews
9. Professional Services
10. Exclusions
11. Security Incidents and Personal Information
12. Updates to Support Guide
13. Relationship to SLA and Agreement

1. SCOPE OF SUPPORT SERVICES

Kinobi AI provides support services to assist Customers with the use and operation of the SaaS Services in accordance with the Agreement.

Support Services include:

• issue triage and troubleshooting;
• assistance with platform configuration and usage questions;
• guidance on standard features and workflows;
• escalation and coordination of service issues.

Support Services do not include:

• Professional Services (including implementation, customisation, data migration, or consulting);
• training services beyond standard documentation;
• third-party software, systems, or integrations not provided by Kinobi AI;
• issues caused by Customer configurations, Customer data, or misuse.

2. SUPPORT HOURS

Unless otherwise specified in the applicable Order Form, standard support hours are:

• Business Days: Monday to Friday
• Business Hours: 9:00 AM – 6:00 PM (Singapore Time), excluding public holidays

Extended or premium support coverage may be available upon request and subject to additional fees.

3. SUPPORT CHANNELS

Customers may submit support requests through one or more of the following channels, as made available by Kinobi AI from time to time:

• email or ticketing systems;
• in-application support features;
• other communication or collaboration tools designated by Kinobi AI.

Support channels and tools may be updated periodically as Kinobi AI evolves its support operations.

4. SEVERITY LEVELS

Support requests are prioritised based on severity, as determined by Kinobi AI using the information provided by Customer.

Severity Definitions

• Severity 1 – Critical: Complete service outage or critical functionality unavailable, with no reasonable workaround.
• Severity 2 – High: Significant degradation of core functionality, with limited or temporary workaround available.
• Severity 3 – Medium: Partial loss of non-critical functionality or intermittent issues, with a reasonable workaround available.
• Severity 4 – Low: General inquiries, cosmetic issues, documentation questions, or enhancement requests.

5. TARGET RESPONSE TIMES

Kinobi AI uses commercially reasonable efforts to respond to support requests within the following target response times during support hours:

• Severity 1: Initial response within 2 business hours
• Severity 2: Initial response within 4 business hours
• Severity 3: Initial response within 1 business day
• Severity 4: Initial response within 2 business days

Target response times reflect initial acknowledgment and triage only, not resolution times, and are not guarantees.

6. ISSUE RESOLUTION AND ESCALATION

Kinobi AI will use commercially reasonable efforts to investigate and address reported issues in a manner appropriate to their severity and impact.

Issues may be escalated internally to engineering, product, infrastructure, or security teams as appropriate. Resolution timelines may depend on Customer cooperation, timely access to information, and issue complexity.

7. CUSTOMER RESPONSIBILITIES

To enable effective support, Customer shall:

• designate authorised contacts for support communications;
• provide accurate, complete, and timely information regarding reported issues;
• ensure its users follow the Documentation and recommended configurations;
• promptly implement fixes, updates, or workarounds provided by Kinobi AI.

Delays caused by Customer may affect response and resolution timelines.

8. ACCOUNT MANAGEMENT AND SERVICE REVIEWS

For certain Customers, Kinobi AI may assign a customer success or account management contact to serve as a coordination and escalation point.

This role is intended to support communication, planning, and issue escalation and does not constitute a guarantee of outcomes, service levels, or performance metrics.

Periodic service reviews may be conducted by mutual agreement.

9. PROFESSIONAL SERVICES

Requests involving custom development, data migration, bespoke reporting, advanced configuration, quality assurance, or project management may require Professional Services.

Professional Services are outside the scope of standard Support Services and are subject to separate agreements, statements of work, and additional fees.

10. EXCLUSIONS

Support Services do not cover:

• issues caused by third-party software, platforms, or integrations;
• unsupported browsers, devices, or configurations;
• beta, pilot, or non-production features;
• force majeure events or factors outside Kinobi AI’s reasonable control.

11. SECURITY INCIDENTS AND PERSONAL INFORMATION

Kinobi AI maintains procedures for identifying, responding to, and managing security incidents, including incidents involving Personal Information.

Customers who become aware of a suspected or confirmed security incident affecting the Services should promptly notify Kinobi AI through the designated support channels.

All obligations relating to security incidents, breach notification, and the handling of Personal Information are governed exclusively by the Data Processing Addendum and applicable law. This Support Guide does not modify or expand those obligations.

12. UPDATES TO SUPPORT GUIDE

Kinobi AI may update this Support Guide from time to time to reflect changes in support operations, tools, or processes.

Material changes will be communicated through reasonable means. Continued use of the Services constitutes acceptance of the updated Support Guide.

13. RELATIONSHIP TO SLA AND AGREEMENT

This Support Guide does not define service availability commitments, uptime guarantees, or Service Level Credits.

All service availability commitments and remedies are governed exclusively by the SLA, and all contractual terms are governed by the Agreement.