# Support Policy

<table><thead><tr><th width="355.3333333333333">Supported Software:</th><th>BDB Platform &#x26; it’s Plugins</th></tr></thead><tbody><tr><td></td><td><strong>Policy Term</strong></td></tr><tr><td>Coverage Hours</td><td><p>Business Hours: 9 AM to 9 PM, IST,</p><p>Monday through Friday except National holidays</p></td></tr><tr><td>Supported Channels</td><td>Customized email ID</td></tr><tr><td>Supported Contacts</td><td><p>Licensed user of BDB Platform </p><p>Three designated contacts for BDB Platform</p></td></tr><tr><td></td><td><strong>Target Response Times During Business Hours</strong></td></tr><tr><td>Acknowledgement Time</td><td><p>Four (4) hours for P1 Incidents via an Email from BDB </p><p>Eight (8) hours for P2 &#x26; P3 Incidents via an Email from BDB </p><p>Sixteen (16) hours for P4 &#x26; P5 Incidents via an Email from BDB</p></td></tr><tr><td>Response Time</td><td><p>P1 – 8 hours  </p><p>P2 – 48 hours </p><p>P3 &#x26; P4 – 72 hours</p><p> P5 – Based on the request complexity</p></td></tr><tr><td>Target Update Frequency</td><td>P1 – Daily P2 – P3 Weekly P4 – BI Weekly P5 – NA</td></tr><tr><td></td><td><strong>Support Term</strong></td></tr><tr><td>Term</td><td><p>Unless otherwise agreed to in writing by the Customer and BDB, Support Services will commence on the date of electronic delivery of the Software and will continue thereafter for</p><p> an initial support term of one (1) year. Thereafter, Support Services shall be renewed upon</p><p> BDB’s receipt of applicable payment from Customer. All terms and conditions hereof shall remain in effect during each one-year support term.</p></td></tr></tbody></table>