ADDITIONAL TERMS – Premium Support (ATPS)
Pix4D Customers General Terms and Conditions for Customers
This Additional Terms – Premium Support (the "ATPS") applies to You in case You have purchased and activated a Subscription to Our
Premium Support services by contacting Pix4D’s sales team at pix4d.com/contact.
The ATPS forms an integral part of and complements the Pix4D General Terms and Conditions for Customers (the "General Terms"),
insofar as it sets forth specific terms and conditions applicable to Your Subscription to the Premium Support services.
Unless otherwise defined herein, capitalized terms shall have the meaning set forth in the General Terms.

1.

GENERAL PROVISIONS

1.1.

Premium Support is a specific Subscription offered by Pix4D to You that gives You access to dedicated assistance and support
services, in addition to the Standard Support, in case of questions, issues or incidents, linked to the functioning and operations ofan Offering.

1.2.

Please note that only certain Offerings (i.e. Software) support Premium Support services (the "Supported Offerings"). For more
information on the Supported Offerings, please contact Our sales team at https://www.pix4d.com/contact.

1.3.

If You subscribe to Our Premium Support, We will provide You Premium Support services for the Supported Offerings expresslyindicated in the Quotation and/or Invoice and according to the modalities described in the ATPS.

2.

SUBSCRIPTION TERM
Premium Support Subscriptions are not automatically renewed.

3.

MODALITIESPremium Support will be provided by Us according to the following modalities:(a)

Premium Support is limited to the most current version of the Supported Offerings(b)

Premium Support is available during the following times:(i)Monday to Friday (the "Business Days"), 9 am to 5 pm CET/CEST;(ii)

Business Days do not include official public holidays.

(c)

All Premium Support requests must be submitted to Pix4D’s ticketing system
https://support.pix4d.com/hc/en-us/requests/new? by clicking “Contact support” on the header.).

(d)Upon receipt of a Premium Support request, Pix4D will:(availableonlineat(i)provide a case tracking number to manage each Premium Support request;(ii)

investigate promptly any questions or problems related to the concerned Supported Offering(s), provided that You
deliver adequate information to Pix4D to assist such investigation, including:•the nature of the problem, notably any information reasonably necessary for diagnosis and correction,•the operation or series of operations being performed through the Supported Offering(s) when the problem
occurred;•a detailed description of the problem, its duration as well as any attempts made by You to resolve the problem.

4.

GUARANTEED RESPONSE TIME

4.1.

When submitting a Premium Support request, You shall indicate the estimated impact (critical/major/minor/request for information)that the incident has for Your business (the "Business Impact").

4.2.

The table below details the guaranteed response times that can be expected according to the Business Impact of a Premium

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Pix4D Customer General Terms and Conditions
Additional Terms – Premium SupportSupport request:
Guaranteed response time table (during business hours).

Business Impact
CriticalDescription
Agent first Contact
Workaround solution*
Highly visible incident –that1 hour
4 hours**
completely prevents to operate
Major
Partial loss of service with2 hour
8 hours
severe impact. The Client canstill operate but basic functions
are no longer available
Minor
An issue with minor to little4 hours
12 hours
impact on Client operations
caused by the loss of a non
critical functionality
Request for information
There is no impact on Client
8 hours
24 hours
operation, but just the need ofinformation* Workaround is a temporary fix and implies that a genuine solution to the problem is needed. Pix4D commits to provide
You with a plan for the solution in case of software bug.
** Pix4D analysis of a failure often implies You to provide data to be analysed. The workaround solution time is measured
excluding the time lapsed waiting for You providing the requested data.
4.3.

Pix4D reserves the right to reclassify the Business Impact of Your Premium Support requests at any time if it reasonably believes
the classification is incorrect.

5.

OTHERS INCLUDED SERVICES.

5.1 Pix4D Premium Support includes the following services :a)Standard Product Documentation : This is the standard Pix4D product documentation available at the following
address https://support.pix4d.com/hc/en-usb)

Pix4D Community : Pix4D community https://community.pix4d.com/ is the public forum where all Pix4D users candiscuss about phogrammetry and any other topic related to Pix4D products. It is also the place where users cansubmit feature requests directly to Pix4D Product Teams.

c)Video Tutorial : To facilitate the comprehension of specific pieces of workflow, Pix4D makes available to You shortclips at https://support.pix4d.com/hc/en-us/articles/360032118251-Video-tutorials. Nevertheless these are notmeant to substitute the specific trainings which provide a full comprehension of the softwares and workflows.

d)Customized Product Documentation : In case You require to adapt the standard technical documentation to theirown specific needs, Pix4D can deliver it against payment of additional fees.

e)Live remote support : In some cases to make the troubleshooting faster, Pix4D agent or You can request to seelive the issue. In such cases Pix4D agent will ask the permission to connect via a screen sharing platform by email.

f)

Dedicated Client Success Manager : The assigned Client Success Manager is:i)the reference point of contact inside Pix4D to help You in any issue You are having with Pix4D.
ii) proactively takes actions to ensure You are adopting Pix4D solution in the most adequate and fast way.
This include, for example, suggestions on training, planning the workflow of activities, regular checks
and other initiatives that will be defined in a joint meeting.

g)

Support for alternative or multiple time-zone: at the time of the subscription, You may request the delivery of yourPremium Support over alternative or multiple time zones according to Pix4D availability. Payment of additional
fees may apply.

6.

DISCLAIMERS

6.1.

Pix4D’s obligation to provide Premium Support to You is contingent upon Your proper use of the Supported Offerings and fullcompliance with the General Terms and the EULA (whenever applicable).

6.2.

Moreover, Pix4D shall be under no obligation to provide Premium Support should a support incident be caused by :(a)failure by You to operate the Supported Offering within the systems requirements;(b)

any modification or attempted modification of the Supported Offering by You, Your Authorized Users or any third party, or2
Pix4D Customer General Terms and Conditions
Additional Terms – Premium Support(c)Your failure or refusal to implement operations recommended or instructions given by Pix4D.

6.3.

Pix4D makes no warranties that it will resolve any particular Premium Support request or that such resolution will meet Your
requirements or expectations. When there is no resolution to the Premium Support request, Pix4D will inform You that the incident
cannot be resolved and give a workaround / action plan when applicable.

6.4.

Certain operations recommended by Pix4D in response to a Premium Support request may compromise the integrity of Your
data. You shall be aware that You must provide for adequate back-up of Your data at all times. Pix4D shall assume no liability incase of data integrity harm or loss for any reason whatsoever.

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Pix4D Customer General Terms and Conditions
Additional Terms – Premium Support