This Hyland Premier Care Manual provides Customers with a detailed description of the Premier Care Tiers available for purchase by Customer. Capitalized terms not defined in this Manual have the meanings set forth in the Agreement which incorporates this Manual by reference and the Product Lifecycle Policy and related documents available on Hyland’s secure end-user website (currently, https://community.hyland.com/).

Definitions

“Business Hours” means the standard hours observed by the Hyland support team in the designated region or country, excluding holidays observed by such support team. If Customer does not designate a region or country, Business Hours means the standard support hours observed by the Hyland support team in the region or country assigned by Hyland for Customer’s Primary Platform (defined below). Business Hours applicable to Hyland support teams in each available region and country are listed on Hyland’s secure end-user website (currently, https://community.hyland.com/).

“Billing Period” means the period of time for which Hyland invoices fees for a Product Subscription for Premier Care, as reflected on the applicable invoice.

“Error” means any defect or condition inherent in the Product which is reported by the Customer and confirmed by Hyland, that causes the Product to fail to function in any material respect as described in the Documentation.

“Initial Response Target” means the timeframe within which Hyland will respond to Customer’s initial submission of a support case for technical support.

“Service Credits” means credits purchased by or otherwise provided to Customer, whether as part of a Product Subscription for Premier Care or separately, that may be applied toward eligible Professional Services listed in the Service Credits Catalog.

“Service Credits Catalog” means Hyland’s then-current listing of available Professional Services eligible for redemption using Service Credits, which is available at https://community.hyland.com/service-credits-catalog.

“Upgrades and Enhancements” means any and all new versions, improvements, modifications, upgrades, updates, fixes and additions to the Product that Hyland makes available to its end users generally during the term of a Product Subscription, together with updates of the documentation to reflect such new versions, improvements, modifications, upgrades, fixes or additions; provided, however, that the foregoing will not include new, separate product offerings, new modules or re-platformed software.

Premier Care Tiers

Premier Care	Tier
Premier Care	Standard	Advanced	Signature
Customer Success
Customer Success Manager	N/A	Included	Included
Technical Account Manager	N/A	Available for purchase	Included
Business Review	N/A	Annual	Quarterly
Technical Support
S1 Case Submissions	Online, 24/7; Phone, 24/7 (S1 Only)	Online, 24/7; Phone, 24/7 (S1 Only)	Online, 24/7; Phone, 24/7
All other Case Submissions	Online, 24/7	Online, 24/7; Phone, Business Hours	Online, 24/7; Phone, 24/7
S1 Case Initial Response Target (Phone)	5 mins	5 mins	5 mins
Other Severity Level Initial Response Targets	12 hours	8 hours	4 hours
Location-based Support for Primary Platform during Business Hours	Not available	Region	Country
Designated Support Team	Not available	Not available	Primary Platform
Service Credits
Service Credits	Not available	25*	50*
Cloud
Refreshes (OnBase Only)	Not available	2*	4*
Base Alerts	Available for purchase	Available for purchase	10*

*Amounts are issued for each “Billing Period” indicated in the applicable Order Form and are prorated for any Billing Period shorter or longer than twelve months, rounded down.

Premier Care

Premier Care will be performed remotely. Unless otherwise stated herein, Premier Care is provided during Business Hours only and is only applicable to the production instance of the applicable Product. To the extent available, Hyland will provide Premier Care in Customer’s local language; otherwise Premier Care will be provided in English.

Customer Success

The Customer Success Manager and Technical Account Manager services described below are advisory. They are not an escalation path, emergency contact, or alternative channel for submitting or expediting support cases, and contacting them does not satisfy any requirement of the Case Submissions section or affect any Initial Response Target.

Unless otherwise agreed by Hyland in writing, these roles are shared resources and are not dedicated exclusively to Customer. Hyland determines which personnel are assigned to Customer and the number of accounts they support, and Hyland may reassign, substitute, or replace assigned personnel at any time, including to provide coverage during absences. Hyland does not commit that any particular individual will be assigned to Customer or available at any particular time.

Customer Success Manager

The Customer Success Manager will:

Coordinate with other Hyland teams as needed to support Customer’s use of the Product;
Conduct Business Reviews at the cadence set out in the Premier Care Tiers table;
Create a Success Plan defining Customer's business objectives, desired outcomes, success measures, key initiatives, milestones, risks, and next steps;
Provide regular updates to Customer, measuring and tracking against the success plan; and
Assist Customer with maximizing the value of its Premier Care Tier and overall investment in Hyland.

Technical Account Manager

The Technical Account Manager will:

Participate and act as an advisor on support cases as needed;
Participate in planned events such as go-lives and upgrades, subject to reasonable advance notice from Customer.
Interface with Hyland’s Technical Support, Research and Development, Customer Success, Global Services, and Managed Services teams (as applicable);
Provide regular technical guidance (cadence to be mutually defined by Customer and Hyland, but no more frequently than once per week) on customer-specific solution configuration and software use;
Conduct a regular sync (cadence to be mutually defined by Customer and Hyland, but not to occur more than once weekly), to review:
1. Summaries of work and tasks completed, upcoming work, known issues or risks; and
2. Technical Support case volume, statuses, prioritizing work for Hyland resources and updating deliverables based on estimated work effort; and
Other reporting details as requested, to provide clear communication paths and to summarize regular activities.

Business Review

A Business Review is a structured, strategic conversation in review of the value delivered through Customer’s use of Hyland products and services. Each Business Review is delivered by the Customer Success Manager or Technical Account Manager and will:

Measure progress against Customer’s stated goals, objectives and desired outcomes, including those identified in any applicable Success Plan;
Identify opportunities to improve adoption, health, usage, operational effectiveness and overall value from Customer’s investment in Hyland;
Include a summary of key discussion points, agreed next steps and applicable follow-up items.

Business Reviews are conducted at the frequency set out in the Premier Care Tiers table. Hyland will propose reasonable dates and times for each Business Review. Business Reviews require Customer’s participation, including making available the stakeholders necessary for a meaningful discussion and providing information Hyland reasonably requests in advance. Hyland’s obligation to deliver a Business Review is satisfied by offering Customer a reasonable opportunity to schedule and attend it.

Business Reviews not held during the applicable Billing Period expire at the end of that Billing Period, do not roll over, and do not result in a credit or refund.

Maintenance and Technical Support

Technical Support

Case Submissions

Customer will designate specific users as “Technical Contacts.” Technical Contacts must have a working knowledge of the Product and the overall environment; typically, Technical Contacts are Customer’s designated system administrators. Hyland will provide Technical Contacts with access to the online support portal via a unique login. Technical Contacts are exclusively responsible for submitting support cases and engaging in interactions with the Hyland technical support team. Customer permits Hyland to communicate with the Technical Contacts as necessary to provide Technical Support. Hyland will have no obligation to provide Technical Support, by any means, to any entity or individual other than the designated Technical Contacts.

When requesting Technical Support, Customer’s Technical Contacts must submit the support case via Hyland’s secure end-user website (currently, https://community.hyland.com/) or by telephone to the extent phone submission is available for Customer’s purchased tier and the applicable Severity Level as set forth in the Technical Support Handbook.

To resolve a support case or otherwise, Hyland reserves the right to: (1) update the build or version of the Software used in the Cloud Service; or (2) change, replace, update or upgrade the Hyland-provided hardware or software components in the Cloud Service, in each case, at Hyland’s discretion and expense.

Initial Response Targets

Once each support case is submitted, Hyland will use reasonable efforts to respond to the case in accordance with the Initial Response Targets. Initial Response Targets are measured from when the Customer’s Technical Contact submits the support case to when Hyland first attempts to contact the Customer’s Technical Contact regarding such case. For Severity Level 1 (S1), Customer must call Hyland’s technical support team (twenty-four hours a day, seven days a week) for Hyland to meet the S1 Initial Response Target.

Hyland’s initial response may include questions seeking to clarify the issue or gather information regarding the cause of the issue. Hyland may be unable to start resolving the issue before receiving such additional information. At Hyland’s reasonable discretion, the Severity Level of a case may be updated based on the information provided to align with the Severity Level definitions.

Severity Levels

Hyland will respond to support cases based on the Severity Level that Hyland determines is most applicable to each such support case and will use reasonable effort to resolve the support case. Severity Level classifications and the corresponding response are detailed in the Technical Support Handbook available on Hyland’s secure end-user website (currently, https://community.hyland.com/). Hyland’s resolution of support cases may be effected by a reasonable workaround, correction, or modification.

Regional/Country Support

Based on the Hyland Premier Care Tier purchased, Customer may be eligible to designate a region or country for Technical Support for Customer’s selected primary platform, as identified during onboarding or through Hyland’s support processes (the “Primary Platform”). Eligible Primary Platforms include Content Innovation Cloud, OnBase, Perceptive, Alfresco, Nuxeo, or other platforms designated by Hyland from time to time.

Available regions and countries are subject to Hyland’s then-current support availability for the Primary Platform, the Hyland Premier Care tier purchased by Customer, product support coverage, and language availability. If Customer is not eligible to designate a region or country, or does not make a designation, Hyland may assign the applicable region or country.

If Customer contacts Hyland during Business Hours about the Primary Platform, Hyland will route the request to a qualified support team located in the designated or Hyland-assigned region or country. Hyland may route or handle all other Technical Support requests through any available qualified support resource, including resources located outside the designated or Hyland-assigned region or country.

Customer may request changes to its designated region or country through Hyland’s onboarding support processes, subject to Hyland’s then-current availability. Hyland may update the list of eligible Primary Platforms at any time.

The designated region or country applies only to the primary routing of eligible Technical Support requests and does not modify the Agreement’s terms about hosting location, data processing, subprocessors, security, privacy, or compliance.

Designated Support Team

If Customer’s Premier Care Tier includes a Designated Support Team, Hyland will assign a specific support team to Customer for Technical Support cases relating to Customer’s Primary Platform. The Designated Support Team applies only to Technical Support cases relating to the Primary Platform. Hyland may triage and work all other Technical Support cases, including cases submitted outside Business Hours and cases relating to Products other than the Primary Platform, through any available qualified support resource.

A Designated Support Team is a group of Hyland personnel and not a dedicated or exclusive resource. Hyland determines the composition and size of the Designated Support Team and may change its members at any time. Hyland does not commit that any particular individual will be available for, or assigned to, any case.

Maintenance (Upgrades and Enhancements)

Hyland will provide all Upgrades and Enhancements for Supported Releases, if and when released during the term of a Product Subscription. .

If a support case reports an Error, Hyland must be able to reproduce the Error. Therefore, Customer will provide Hyland with as much information and access to systems as reasonably possible to enable Hyland to investigate and attempt to identify and verify the error. Customer will work with Hyland support personnel as reasonably needed. Customer will notify Hyland of any configuration changes it has made, such as workflow configuration changes, network installation/expansion, integrations, upgrades, relocations, etc. Where Customer’s solution includes customizations, including custom code, scripts, modules, extensions, or integrations developed by Customer or by a third party, Hyland may request that Customer reproduce the reported Error in an environment running the Product without such customizations, and provide Hyland with the steps to reproduce it. This allows Hyland to isolate whether the Error originates in the Product itself or in a customization, without requiring Customer to disclose its code or configuration. If Customer does not provide such a reproduction, or if the Error cannot be reproduced without the customizations, Hyland will have no further obligation to resolve the Error but will use reasonable efforts to assist Customer in identifying its source.

Hyland is not responsible for providing, or obligated to provide, Error corrections:

in connection with any errors, defects, or issues that were caused, in whole or in part, from any: (a) alteration, revision, change, enhancement, or modification; or (b) configuration of a component that was done by a party other than Hyland or a party retained by Hyland to perform the configuration;
if Hyland has previously made available a reasonable workaround, correction, patch, or modification which Customer has failed to implement;
in connection with any Work Products (as defined in the Agreement or the applicable agreement such Work Products were provided under, as applicable)
if the Product or any related software, systems, or environments have been subjected to abuse, misuse, improper handling, accident, or neglect by any party other than Hyland or its authorized subcontractors (items (1)-(4), “Excluded Errors”).

As a courtesy and without assuming any obligation, Hyland may assist Customer in troubleshooting and resolving Excluded Errors, but such assistance is beyond Hyland’s obligations (contractual or otherwise). Hyland may cease providing ongoing assistance with Excluded Errors at any time.

Customer acknowledges and agrees that for regulatory compliance purposes, Customer may be required to engage Hyland under a Service Proposal to implement Upgrades and Enhancements to a regulated product. If Hyland offers a self-service option for implementing Upgrades and Enhancements to a regulated product, and the Customer chooses this option, Customer agrees to comply with the training, reporting, and documentation requirements established by Hyland to ensure that the implementation is performed and documented as required by applicable regulations.

Service Credits

Redemption of Service Credits will follow Hyland’s standard professional services contracting process. Each redemption must be documented through a Service Proposal or Order Form and will be governed by the terms identified in that document.

The Service Credits Catalog sets forth the requirements and procedures for redeeming Service Credits, including the credit value of each service, whether a service is one-time or recurring, any minimum remaining subscription term or staffing lead time applicable to a service, any minimum delivery period, and the method for calculating the number of Service Credits required for a redemption.

Credit Period

The period during which Service Credits may be redeemed is referred to as the “Credit Period.” The Credit Period applicable to Service Credits is determined as set forth below, based on whether the Service Credits were provided as part of a Product Subscription for Premier Care or purchased separately.

Service Credits provided as part of a Product Subscription for Premier Care (“Included Service Credits”) are issued at the beginning of each Billing Period and, where the Billing Period is not twelve (12) months, are prorated by multiplying the annual quantity by a fraction, the numerator of which is the number of months in that Billing Period and the denominator of which is twelve (12). No Included Service Credits are issued for any Billing Period that does not commence. The Credit Period for Included Service Credits ends at the end of the Billing Period for which they were issued.

Service Credits purchased by Customer under an Order Form other than as part of a Premier Care Tier (“Add-On Service Credits”) are tracked separately from Included Service Credits and may have a different Credit Period. The Credit Period for Add-On Service Credits ends twelve (12) months after the Effective Date of the Order Form under which they were purchased, regardless of the term of any Product Subscription for Premier Care.

Tier Changes

Upon the effective date of an upgrade of Customer’s Premier Care Tier, Customer will be issued additional Included Service Credits equal to the difference between the number of Included Service Credits associated with the upgraded Premier Care Tier and the number associated with Customer’s prior Premier Care Tier, prorated based on the portion of the then-current Billing Period remaining. An upgrade does not entitle Customer to a new full allocation of Included Service Credits and Included Service Credits issued in connection with an upgrade are issued for the then-current Billing Period.

Expiration and Forfeiture

Any unused Service Credits shall expire at the end of their applicable Credit Period, shall not roll over into any subsequent Billing Period or renewal term, and shall not be eligible for refund, credit, or exchange. All unused Service Credits are forfeited upon expiration of their applicable Credit Period and upon termination of the applicable Product Subscription for Premier Care for any reason, whether or not the Credit Period would otherwise have continued.

No Cash Value

Service Credits do not constitute a commitment by Hyland to deliver any specific services or to reserve capacity, resources, or personnel unless and until such services are redeemed by Customer and accepted by Hyland. Service Credits are non-transferable, non-assignable, and may not be pooled, shared, combined, or aggregated across multiple accounts, affiliates, or customers. Service Credits may only be purchased and consumed in whole number increments. Service Credits have no cash value, are not a security or payment instrument, may not be redeemed for cash, and may not be applied against fees or any other amounts owed to Hyland.

Cloud

The services described in this section are available only to the extent included in, or purchased in addition to, Customer’s Premier Care Tier. Refreshes are available only for OnBase. Base Alerts are available for any Product deployed in the Hyland Cloud, subject to the Base Alert availability described below.

Refreshes (OnBase Only)

If included in Customer’s Premier Care Tier, Customer will be entitled to the listed number of Refreshes.

A Refresh refers to the refresh service described in Hyland’s secure end-user website (currently, https://community.hyland.com/), including the applicable scope, prerequisites, exclusions, limitations and request process. Refreshes supplement, and do not replace, Hyland’s standard technical support services, professional services, managed services or other services purchased by Customer.

Unused Refreshes expire at the end of the applicable Product Subscription for Premier Care and do not roll over.

Base Alerts

If included in Customer's Premier Care Tier, Customer is entitled to the listed number of Base Alerts. Customer selects its Base Alerts from the Solution Monitoring Catalog available at Hyland’s secure end-user website (currently, https://community.hyland.com/).

Base Alerts are a notification and advisory service. They do not include incident response, remediation, triage, or operational management, and no service level agreements, response times, or service level objectives apply to them. Hyland does not monitor, review, or act on alerts after delivery, and an alert does not automatically open a case or trigger any other engagement by Hyland.

Base Alerts give Customer proactive visibility into system conditions, anomalies, and threshold events. Base Alerts supplement, and do not replace, Hyland's standard technical support services, professional services, managed services, or other services purchased by Customer.

Un-configured Base Alerts expire at the end of the applicable Product Subscription for Premier Care and do not roll over.

What Hyland Does

For the Base Alerts selected by Customer, Hyland will:

Configure the Base Alerts and establish threshold criteria
Maintain the configurations during the subscription term
Generate an alert when a configured condition occurs
Deliver each alert by email to the address or distribution list Customer designates

Each alert typically identifies the condition that triggered it and the affected system or component and includes supporting context and suggested next steps for Customer's investigation.

What Customer Does

Customer is responsible for:

Designating and maintaining the alert distribution list and keeping recipient information current
Reviewing and interpreting alerts
Determining severity and business impact
Performing all investigation, triage, and remediation
Opening support requests when Customer wants assistance

Customer remains responsible for incident response, system operation, and issue resolution.

Getting Help With an Alert

If Customer wants assistance with an alert, Customer should contact Hyland Technical Support via a case submission. An alert is not a support request, and Hyland does not open one on Customer's behalf.

Base Alert Limitations

Base Alerts depend on system data availability and environment access. Customer must maintain the required access and system connectivity.
All Base Alert configuration requests must be technically feasible within Customer's current Hyland Cloud Service environment and are subject to Hyland's approval.
Alerts are informational only and may not identify every system issue or condition. Suggested next steps are general guidance, not a diagnosis or recommendation for Customer's specific circumstances.

Base Alerts provide proactive visibility, not operational ownership. Hyland detects conditions and delivers alerts; Customer reviews, responds to, and resolves them.

Base Level Exclusions

Base Alerts exclude:

Incident response or management
Root cause analysis or problem resolution
System administration or operational execution
Monitoring of unsupported or third-party systems
Monitoring beyond the Base Alerts included in Customer's tier, including custom monitoring
Execution of corrective or preventive actions

Exclusions

The following items are specifically excluded from Premier Care:

Services for any version of the Product that is not a Supported Release under Hyland’s then-current Product Lifecycle Policy, except that Premier Care services (other than Maintenance) remain available for an Extended Support Release for so long as Customer has paid the applicable Extended Support Fee in accordance with the Extended Support Program;
services for any features identified as end-of-life under Hyland's then-current Module Support Lifecycle;
consultation, expertise and/or support of third-party software or hardware;
configuration tasks, including direct configuration changes to Customer’s Product;
services to support Customer end users directly (including, but not limited to, manual password resets, taking support calls from users, and end-user training), unless otherwise agreed to in advance by Hyland in writing;
custom scripted elements and custom development;
database modifications;
project management and delivery utilizing Hyland’s formal project methodology in any form, including Professional Services and Managed Services, as applicable;
system or solution development;
migration of changes from non-production to production.
implementation of Upgrades and Enhancements; or
testing.