Service Level Agreement___________________________________
Definitions

Service level agreement (also "SLA", "this SLA") - this legal document that sets out the terms of anagreement between us (Ascensio System, SIA/Ltd, also "Ascensio") and you (the Customer), collectively
referred to as "parties". This SLA describes the terms and conditions of the scope of technical consulting
services and updates for the Licensed Software offered by us to the Customer and mutual obligations of theparties.
ONLYOFFICE - all software provided by Ascensio System SIA in accordance with the official website
at www.onlyoffice.com (hereinafter – “Official website”).
Licensed Software - ONLYOFFICE software you are entitled to use in accordance with the License
Agreement you have signed or accepted by installing the Licensed Software and activating it.
Customer - a legal entity or a person possessing an active license for the Licensed Software entitled toreceive updates and support services pursuant to this SLA. The Customer shall have access to the service
history of all the requests from their employees and shall have the right to extend the Service level available.
End user - a person to whom the Customer has granted the right to use the Licensed Software. End user’sidentification on the ONLYOFFICE Helpdesk is based on the corporate e-mail address. When contactingby phone, End user is identified by the information about his place of work received from the End user.
List of Customer contacts - a list of the Customer's employees and End users who are entitled to apply fortechnical support service, whose unique identifier is the e-mail address. The list of contacts is formed andmaintained by the Customer's Authorized Person. Otherwise support requests can be accepted from all End
users with a corporate e-mail address.
Account Engineer - an engineer of Ascensio support team, who is constantly available for the Customer's
contacts to resolve the types of requests specified in this SLA, organizing the implementation of a set ofmeasures to prevent incidents with the Licensed Software installed by the Customer.
Support service - the scope of technical consulting services provided by us to the Customer for theLicensed Software about the functionality of the Licensed Software, accepting comments about theLicensed Software, accepting suggestions for functionality updates of the Licensed Software, consulting
about configuration and maintenance (administration) of the software, stable and smooth operation basedon the response time terms in Table 3. Support service does not include software functionality changes.
Supported capabilities - supported features and services which are available for the Customer based on
the purchased tariff plan.
Remote access incidents - Incidents which require or can be solved only by means of remote access to theCustomer's infrastructure by Ascensio.
Service level - the scope of terms available for the Customer according to the purchased tariff plan for
Support service.

Request - a message from the Customer about an Incident or information provision made pursuant to thisSLA.
Incident - any event that does not correspond to the standard (regular) operation of the Licensed Software
which has led or may lead to interruptions in such operation or your inability to use the Licensed Software.
Working hours - the time interval 9AM to 6PM Central European Time (CET) Monday to Friday(except weekends).
First-response time - time interval during Working hours from receiving the Request to a written
confirmation of having accepted the Request, it's qualification and beginning of its treatment.
Solution time - the time interval during business hours from the receiving of the Request to carrying out
the task, fixing the problem or offering an alternative solution to the task (problem) described in theRequest.
Support fee - a regular payment by you to Ascensio for the right to use the Licensed Software.
Effective Date - the date when you purchase a tariff plan for the Licensed Software or Consulting support
services for the Licensed Software.

1. General terms
1.1 We will provide you with Support service for the Licensed Software during the period defined by thetariff plan selected from the Effective Date according to this SLA and based on the License Agreement you
have signed or accepted by installing the software and activating it.
1.2 We do not provide technical consulting services for the versions of the Licensed Software offered forfree.
1.3. We do not provide technical consulting services if you or anyone else have modified the source orobject code of your copy of the Licensed Software in any way. Considering the nature of the Open Source
software and complexity of the Licensed Software, our technical staff is able to provide proper technicalconsulting services only if you use official builds of the Licensed Software packaged by Ascensio team or
its affiliates. Modifying official builds of the Licensed Software contrary to this provision is at your own
risk and subject to your sole responsibility. Therefore, if you have encountered any problem or error withthe modified Licensed Software, you're not entitled to receive technical consulting services regarding themodified elements of the Licensed Software.

2. Payment
2.1. In order to use a desired Service level which is not included in the Licensed Software tariff plan you
shall pay us a Support fee. The Support Fee is payable according to the selected Service level listed on theOfficial website.
2.2. Upon receiving the Support Fee we will contact you at the e-mail address listed while purchasing andprovide you with the necessary information.
2.3. Every Service level tariff plan is limited by a specific number of Requests; this configuration is definedfor every pricing plan on the Official website.

2.4. You are granted updates and support for your version of the Licensed Software for the period definedby the tariff plan selected. After this period you may prolong the right to receive support and updates for
the Licensed Software by purchasing the appropriate pricing plan from our Official website.
2.5. The pricing terms are correct at the time they are posted online on our Official website, but are subject
to change. We reserve the right to amend these terms from time to time. New terms apply for every new
support subscription accordingly.

3. Support Level Definition
1st Level
This is an initial support level, which includes basic functionality questions and standard
troubleshooting only. 1st Level support is performed by referencing information from theHelpcenter or FAQ sections on the Official website.
2nd Level
This is an advanced administrative support level, which includes advanced
technical troubleshooting and analysis methods provided by more experienced and knowledgeable
specialists. 2nd Level support provides required help and assistance in solving basic technicalproblems, and investigation of elevated issues by confirming the validity of the problem and searchfor known solutions related to these more complex issues.
3rd Level
This is a back-end support level. It includes expert level troubleshooting and analysis methods
provided by the developers of the source code. Ascensio engineers and developers inspect the codeand data collected by 1st and 2nd Level support and develop all necessary bug fixes and patches tosolve the reported problems.

4. Classification of Requests
4.1. Terms of processing your Requests depend on their category and priority and are determined inaccordance with the Tables 1 and 2 below.
Table 1. Consulting Support Requests' categories.
IncidentRequest for restoration of access and/or the standard (full-time)
operation of the Licensed Software.
Example: unavailability, malfunction of software, hardware
failure, etc.
Changes Request

Table 2. Requests' priority
Accident
High

NormalRequest which causes changes in the list and/or amount of theLicensed Software use.
Example: Tariff plan changes, setup of additional hardware andgetting access to it, etc.

Request in case of full unavailability of the Licensed Software
due to malfunction.
A troubleshooting Request in case of partial unavailability ofthe Licensed Software, significant limitation of functionality
available or slowdown of the access to the Licensed Software.
A troubleshooting Request in case of an absence of a significant
malfunction effecting the usage of the Licensed Software orchanges Request.

5. Scope of the Service level guaranteed
5.1. Depending on the terms of the License Agreement you have signed or accepted by installing theLisensed Software you can be guaranteed a certain scope of Service level described in this section.
5.2. You can extend the scope of the Service Level to have access to specific Support capabilities andResponse time.
5.3. The options available for subscription are listed below in Tables 3 and 4
Table 3. Supported capabilities (Consulting Support).

Supported capabilities
BasicService levelPlusPremiumStandard installation✓✓✓

Primary configuration

✓✓
✓✓✓
✓
✓✓

✓

✓✓✓✓✓✓✓✓✓✓✓✓✓

Migration
Updates installation
Integration of editors
Branding of ONLYOFFICE Docs Enterprise Edition
Branding of ONLYOFFICE Workspace Enterprise Edition
Branding of ONLYOFFICE Groups
Monitoring system
Cluster support
Remote access Requests
Account Engineer

5.4. All Consulting services can be provided during Working hours with the First response time according
to the Support Service level guaranteed. The maximum time limit for every Service level is listed below inTable 4.
Table 4. Guaranteed max. time limits for the Requests' processing (Consulting Support).

Priority
Basic

Service level
Plus
Premium

Accident

24126

High
Normal48
48242412125.5. We accept a specific number of Requests reported by you to us based on the Service level selected.
After the number of Requests available is exhausted you can purchase a package of additional Requests forthe same Service Level or upgrade to another level for the full price.
5.6. Depending on the agreed Service level Requests can be reported either through ONLYOFFICE
Helpdesk at helpdesk.onlyoffice.com or by phone. The channels available for every Service level are listed
below in the Table 5.
Table 5. Channels for the Requests' processing and number of Requests available.

BasicService level
PlusPremiumNumber of Requests included

51020

Additional package of Requests available

2510

helpdesk.onlyoffice.com

✓✓✓✓

Phone

6. Procedure of submitting the Requests
6.1. Request on Consulting Support is sent in writing by submitting the form at
https://www.onlyoffice.com/support-contact-form.aspx
orlogging
intoyouraccountat
helpdesk.onlyoffice.com by any person from the List of Customer contacts (the List has to be provided by
you to your personal support manager). In case of its absence - from any Customer’s End user with acorporate e-mail address. During the First-response time specified in the Table 4 you receive a written
notification from us about accepting the Request.
6.2. You can request Consulting Support by phone number +371 66016425 by providing your personal
access code which is automatically generated by creation your account in our ticketing system and provided
to you by your personal support manager.
6.3. Solution time of a problem described in the Request depends on its difficulty and is not regulated bythis SLA.
6.4. You are required to send us the following information in the Request (if applicable):
1. Configuration of the Licensed Software and license information (registration data);
2. Detailed description of the issue (Incident) (screenshots and/or visual representation aredesirable);
3. Step-by-step actions description to reproduce the issue;
4. The software used by you and its versions (operating system, browser, mail client, etc.) andother data useful for problem solution (if applicable);
6.5. If necessary, you should grant access to the server with the Licensed Software installed on by secureshell or remote desktop at our request for analysis.
6.6. After your Request has been resolved and approved by you we close the Request in our support system.
6.7. In case we do not receive your responses or approval to close a Request for more than 14 days it isautomatically closed by our support system.

7. Limitations of Support Service
7.1. Technical support does not include:• response to requests not related to the operation of the Licensed Software and its interaction with theelements of the Customer's infrastructure;• response to requests related to the work with the Licensed Software of any hardware and software
complexes that are not part of the Licensed Software;• solving Incidents the conditions of which cannot be reproduced either by the Customer or by theSupport Service.
7.2. As part of the provision of Consulting support, Ascensio does not provide the following services:• analyzing the performance and safety of the Customer's software and hardware systems, as well as
consulting the Customer on such issues;• configuring and administering the Customer's hardware and software systems, except for thenecessary steps to install the Licensed Software, as well as consulting the Customer on such issues;• administration of any devices which compatibility is not documented on the Official website, as wellas consultations of the Customer on such issues;• carrying out other works not directly related to the operation of Licensed Software and its interaction
with the infrastructure of the Customer.

8. Confidential information
Each party acknowledges that, during the Term of this SLA, it will receive information from theother party that the other party regards as confidential and proprietary (“Confidential Information”).
Neither party shall disclose, provide or otherwise make available to any third party (including aprospective customer) any Confidential Information of the other party and shall utilize such Confidential
Information only on any internal organization need-to-know basis and only to the extent necessary toeffect the provisions of this SLA as contemplated herein.

9. Compliance
Ascensio shall have the right to verify the Customer’s compliance with this SLA. Customer agrees toprovide reports on the numbers of End users upon Request no more than once a year and allow Ascensio
to audit the Customer's computers and records for compliance with the terms of this SLA.

10. Limitation of Liability
Ascensio and/or any of its subsidiaries, employees, agents and affiliates shall not be liable for any loss ordamage that may arise to the Customer or to the End users under or in connection with this SLA, including
but not limited to any (direct or indirect) monetary loss, interruption of use, lost or damaged data, reports,
documentation or security, or similar economic loss, loss of contracts, goodwill, reputation and any loss
that may arise from interruption of the business or any other type of loss or damage even if the Customer
has been advised of the possibility of such damages.