SAAS Maintenance and Customer Support Terms

1. Introduction

These SaaS Maintenance and Customer Support Terms (the "Support Terms") govern the maintenance and support services provided by Manage My Vessel ("MMV") for its SaaS hosted services (the "Service"). These Support Terms are incorporated by reference into the Subscription Services Agreement between MMV and each customer ("Customer") and into any Service Order executed under that agreement.

Where a Service Order specifies different terms (for example, an enhanced support tier, dedicated channel, or modified scope), the Service Order governs to the extent of any conflict.

Commercial terms, recurring subscription pricing, and additional service rates are set out in MMV's then-current pricing document and in executed Service Orders. These Support Terms do not establish pricing or billing terms; those are governed by the pricing document and by the Subscription Services Agreement.

2. Definitions

Service — the MMV SaaS hosted vessel and fleet management platform made available to Customer under the Subscription Services Agreement.

Customer — the entity that has entered into a Subscription Services Agreement with MMV.

Customer User — any individual at Customer's organization who is permitted to use the Service and may submit a Support Request. MMV identifies Customer Users by the email address from which the request is submitted, which must belong to Customer's organization. Customer is not required to maintain a formal authorized-contact list with MMV.

Super User — the single primary support contact named by Customer. The Super User is the person MMV will copy on tickets where appropriate, escalate to where needed, and treat as the operational interface between MMV and Customer. Each Customer must name one Super User; changes to the Super User must be communicated to MMV in writing.

Customer Support Mailbox — a dedicated MMV-managed support email address assigned to a single Customer (for example, customername-support@managemyvessel.com) for use by all vessels and users within that Customer's fleet. The Customer Support Mailbox replaces the generic support address for that Customer's traffic and is available only to customers who have purchased the Vessel-Level Support enhanced tier described in Section 9.2. It is provisioned under an executed Service Order.

Support Request — a standard request submitted to MMV Support covering questions about Service functionality or usage, configuration assistance, password resets, troubleshooting, suspected defects, or feature suggestions.

Service Incident — an unplanned interruption to the hosted Service or a degradation of platform performance that affects one or more customers.

Business Day — Monday through Friday, excluding US and UK public holidays observed by MMV.

Business Hours — Monday through Friday, 9:00 AM to 5:00 PM US Eastern Time, and Monday through Friday, 9:00 AM to 5:00 PM London UK Time (GMT/BST). Combined coverage runs from 9:00 AM London Time to 5:00 PM US Eastern Time on each Business Day.

SLO (Service Level Objective) — a target response time MMV uses commercially reasonable efforts to meet. SLOs are objectives, not contractual guarantees.

3. Maintenance

MMV upgrades the Service in accordance with its standard release cycle. "Upgrades" include new releases, updates, bug fixes, problem determination and error corrections, improvements, enhancements, extensions, and revisions to the Service. Maintenance is provided at no additional charge as part of the Customer's subscription.

3.1 Major Upgrades

For Major Upgrades that materially affect the look, feel, function, or Customer's use of the Service, MMV will notify Customers in advance and provide a reasonable period of time for review before implementation.

3.2 Maintenance Windows

MMV will use reasonable efforts to minimize Customer downtime and to schedule planned maintenance outside of Customer's normal business operating hours. MMV will provide advance notice of planned maintenance windows and prompt notice of any unplanned outage.

4. Support Coverage

4.1 Standard Coverage Hours

Standard MMV Support is staffed by support professionals operating from multiple geographic regions:

• Monday through Friday, 9:00 AM to 5:00 PM US Eastern Time
• Monday through Friday, 9:00 AM to 5:00 PM London UK Time (GMT/BST)

Together, these cover approximately 13 hours of each Business Day.

4.2 SLO Clock Conventions

Service Level Objectives operate on the following clock conventions:

• Urgent priority — the SLO clock runs continuously (24×7×365) until a workaround or resolution is provided or the issue is reclassified to a lower priority.
• High, Medium, and Low priority — the SLO clock runs only during Business Hours. Time outside Business Hours does not count against the response objective. A ticket opened at 4:30 PM US Eastern on Friday with a 2-hour SLO is due at 10:30 AM US Eastern on the next Business Day.

4.3 Customer Time Zone

Customers located outside the standard coverage regions (for example, in the Middle East, Asia, or Australia) should expect that responses outside the combined coverage window will be addressed at the start of the next applicable Business Hours window. Customers requiring extended-hours coverage may request an enhanced support tier under a separate Service Order.

Note: MMV does not currently provide guaranteed 24×7 coverage for non-Urgent matters. Email tickets opened after hours are not always monitored until the next Business Hours window opens.

5. Support Channels

MMV recognizes three official channels for opening a Support Request under standard support: the Support Portal, email, and phone. Each channel has a recommended use. Channels not listed here are not recognized for support intake (see Section 5.4).

Note: Customers who have purchased the Vessel-Level Support enhanced tier (Section 9.2) are provisioned a Customer Support Mailbox that replaces the generic support address for all of that Customer's traffic. The Customer Support Mailbox is not available under standard support.

5.1 MMV Support Portal

The MMV Support Portal is the recommended channel for most Support Requests. The portal provides access to product documentation, release notes, the knowledge base, and the ticketing system. From the portal, Customer can:

• Open a Support Request and attach relevant files
• Create, view, or update existing Support Requests
• Search the Knowledge Base for self-service resolution
• Receive product announcements and release updates

Portal address: https://support.managemyvessel.com

Login credentials are issued by MMV upon request.

5.2 Email

Customers may open a Support Request by emailing MMV Support.

Email address: support@managemyvessel.com

Tickets opened by email do not carry a default priority. Priority is assigned by MMV Support upon review. Priority may be modified later via the MMV Support Portal.

Note: Email is not monitored continuously outside Business Hours. For Urgent issues outside Business Hours, contact MMV by phone.

5.3 Phone

Phone contact is recommended for Urgent issues that require immediate attention.

• US Toll-Free: +1-800-404-0260
• US Direct: +1-954-324-4988
• UK: +44 808 281 2554

Note: If all support agents are engaged, calls may be routed to a backup answering service. A recorded message will automatically generate a Support ticket in the MMV ticketing system.

5.4 Excluded Channels

Only the channels listed in Sections 5.1 through 5.3 are recognized as official MMV support intake channels. Requests received through any other channel are not tracked, are not subject to the SLOs in Sections 7 and 8, and may not be acknowledged or resolved.

Excluded channels include, without limitation:

• WhatsApp, SMS, Signal, Telegram, or other messaging applications
• Personal phone numbers or personal email addresses of MMV staff
• Direct messages on social media platforms (LinkedIn, Facebook, X, Instagram, or any other platform)
• Verbal requests made during meetings, calls, or in-person interactions that are not subsequently logged through an approved channel

Note: MMV may from time to time evaluate additional channels (for example, a business-integrated WhatsApp channel) and will publish them in this Section if and when they become officially supported.

5.5 Ticket Handling Process

When a Support Request is opened, the assigned MMV Support engineer will:

• Gather pertinent information related to the issue or request
• Assign a priority based on the definitions in Section 7
• Open a ticket in MMV's issue tracking system and provide Customer with a ticket reference number
• Begin work on the issue or fulfillment of the request
• Reassign the ticket internally as needed

• Keep Customer informed of case progress via the portal and email updates

   

6. Scope of Support

MMV Support is a software support function. It is not an operational, compliance, or vessel management service. The following lists clarify what is included and what is excluded from standard support.

6.1 In Scope (Standard Support)

Standard support covers, without limitation:

• Answering questions about Service functionality and usage
• Troubleshooting errors and unexpected behavior in the Service
• Password resets and account access issues
• Guidance on configuring features that the Customer has access to
• Investigating and escalating suspected defects to MMV product engineering
• Providing release notes and information on upcoming changes
• Accepting and routing feature requests for product consideration
• Reasonable guidance on how to use modules, forms, manuals, alerts, and reports built into the Service

6.2 Out of Scope (Standard Support)

The following activities are not part of standard support and, where required, are available only under a separate Service Order or as part of an enhanced service tier:

• Operational management of vessels, fleets, or crew on Customer's behalf
• ISM, ISPS, MLC, or other regulatory compliance review, advice, or sign-off
• Writing, reviewing, or authoring manual content
• Bulk data entry on behalf of Customer (uploading documents, creating crew profiles, populating form data, or entering equipment, inventory, or vendor records)
• Reviewing uploaded data for compliance with any code or regulation
• Building or maintaining planned maintenance, equipment, inventory, or vendor systems on Customer's behalf
• Hours of Rest monitoring or review
• Running standard system reports on Customer's behalf
• Managing access via the users page or crew access through the Crew List, except on direct written instruction from Customer's Super User
• Crew training delivery beyond the bundled or purchased training hours described in Section 9
• Custom development, integrations, or system modifications outside the released Service feature set
• Travel, in-person training, or on-site visits
• Support for vessel-side IT infrastructure including server, PC, or virtual machine hardware; operating system; ASP.NET; LogMeIn; LAN; network; and bandwidth. Customers who have purchased Offline Support receive limited support under the scope and limitations described in Section 9.5; customers without Offline Support receive no support for these items.

Note: Requests that fall outside standard support may still be accommodated under a separate Service Order. MMV will identify out-of-scope requests at the time they are received and route them to the appropriate Customer contact for instruction.

7. Service Request Priorities and SLOs

Each Support Request is assigned a priority based on the definitions below. Priority may be adjusted as the case progresses and additional information becomes available. MMV will inform Customer if a proposed priority adjustment is being made.

Table 1 — Service Request Priorities

Target and Accepted response times are Service Level Objectives. MMV uses commercially reasonable efforts to meet them. Urgent requests run against the 24×7 wall clock; High, Medium, and Low requests run against Business Hours as defined in Section 4.

MMV does not guarantee resolution times. A resolution may consist of a fix, a workaround, a configuration change, restoration of service, or other reasonable solution.

8. Service Incident Priorities and SLOs

Service Incidents are tied to unplanned interruptions or degradations of the hosted Service. They are handled through MMV Incident Management. The aim is rapid recovery of the Service, including by means of a workaround where appropriate.

Table 2 — Service Incident Priorities

MMV will use continuous efforts (24×7×365) to resolve Urgent and High Service Incidents until a workaround or resolution is provided or until the Incident is reclassified to a lower priority. MMV does not guarantee resolution times. A resolution may consist of a fix, a workaround, restored availability, or another reasonable solution.

9. Enhanced Service Tiers

In addition to standard support described in these terms, MMV offers enhanced service tiers under separate Service Order. These tiers do not change the SLOs in Sections 7 and 8 unless explicitly stated in the Service Order.

9.1 System Administration Service

Under the System Administration Service, MMV performs configuration, administrative, and system management work on Customer's behalf and provides bundled training. Customers on this service receive:

• A dedicated support contact channel (typically a customer-specific email address)
• Direct access to MMV administrative staff for configuration requests
• Bundled training hours as specified in the applicable Service Order
• Periodic system review and advance preview of relevant upgrades

Service Order terms for the System Administration Service may specify additional scope, an enhanced ticket envelope, or modified response targets. Where the Service Order is silent, these standard Support Terms apply.

9.2 Vessel-Level Support

Where a Service Order extends support directly to the vessels under Customer's fleet, the following defaults apply unless the Service Order specifies otherwise:

• MMV provisions one Customer Support Mailbox per Customer (for example, customername-support@managemyvessel.com). This mailbox replaces the generic support address for that Customer.
• All vessels under Customer's fleet, and all Customer Users, submit Support Requests through the Customer Support Mailbox rather than the generic support address.
• Customer's Super User is copied on tickets where appropriate and serves as the escalation point for operational or compliance questions.
• Out-of-scope items per Section 6.2 remain out of scope and are routed back to the Customer Super User.
• MMV identifies legitimate requesters by sender email address belonging to Customer's organization or to one of Customer's vessels. MMV may decline to act on requests from unrelated email addresses.

9.3 Online Training Sessions

Online individual and group training sessions are available outside of any bundled allowance. Sessions are 60 minutes including Q&A and may cover any topic related to the Service. Training is billed at MMV's then-current published rate. To book a session, contact MMV Support.

9.4 Other Additional Services

In addition to the tiers above, MMV offers the following named additional services. Each is delivered under a separate Service Order or against MMV's then-current pricing document. Pricing is not established in these Support Terms.

• Offline Installation and Licensing — one-time installation and licensing of the offline Service variant, including initial setup. See Section 9.5 for the scope and limitations of Offline Support.
• Monthly Offline Maintenance and Support — recurring monthly fee covering maintenance and support for the offline Service variant. Active payment of this fee is required to receive Offline Support under Section 9.5.
• Vessel Transfer Between Portals — transfer of vessel data from an existing fleet portal to another fleet portal.
• Form Creation — creation of new electronic forms, priced per form and scaled by page count.
• Form Triggers and Automations — addition of workflow logic, triggers, and automations to existing forms.
• Form Reporting — custom reports based on form data, priced by complexity.
• Fleet Audit — audit by MMV staff of fleet account settings including Administration, User Roles, Permissions, Forms, Manuals, Documents, Reporting, and Alerts. Available as a one-time or recurring engagement, priced by fleet size.
• Data Imports — import of Equipment, Inventory, or Contacts data, priced per import file.
• API Development — custom API development to communicate with external applications, priced by complexity.
• Fleet Portal Setup with White-Label Customization — one-time initial setup and branding of a new fleet portal, including unique URL, custom login pages, and custom email templates. Includes a defined block of bundled training as specified in the pricing document.
• Crew Training — remote training sessions delivered to vessel crew, billed per hour.
• Fleet User Training — remote training sessions for fleet users, crew administrators, and yacht administrators, billed per hour.

Rates for each service are published in MMV's then-current pricing document. Where a service is to be performed on a recurring basis or at non-standard scope, it will be set out in a Service Order.

9.5 Offline Support

Offline Support is an additional paid service available to customers who have purchased an Offline Installation and Licensing under Section 9.4. This section sets out the scope, limitations, and customer obligations specific to Offline Support. Where this section conflicts with other provisions of these Terms, this section governs in respect of offline installations.

9.5.1 Scope of Offline Support

Subject to the limitations in this section, Offline Support includes:

• The offline software itself, including updates and patches MMV chooses to release for the offline variant
• Remote support delivered via the MMV LogMeIn client for issues that originate within the offline application or are caused by MMV-delivered updates
• Access to MMV support channels under these Terms for offline-application behavior, subject to the same SLOs in Sections 7 and 8

9.5.2 Active Monthly Fee Required

Active Offline Support requires continuous payment of the Monthly Offline Maintenance and Support Fee published in MMV's then-current pricing document. Vessels that are not current on this fee are not entitled to Offline Support, and MMV may suspend or decline support requests until the fee is brought current.

9.5.3 What MMV Controls and Supports

MMV controls only the offline software it provides. MMV will provide Offline Support for issues that:

• Originate within the offline application; or
• Are caused by an MMV-delivered update or patch; or
• Affect MMV's ability to synchronize the offline installation with the cloud Service through MMV-controlled mechanisms.

9.5.4 What MMV Does Not Control or Support

Consistent with MMV's published article "Offline Challenges and Potential Issues," MMV does not control, and Offline Support does not cover, the vessel's internal IT infrastructure. This includes, without limitation:

• Server, PC, or virtual machine hardware (including failures, replacements, or modifications made without MMV's knowledge)
• Operating system installation, configuration, updates, and patches. Only Windows 10, Windows 11, and Windows Server 2016 or later are supported. Other operating systems are not supported.
• ASP.NET 4.5.2 or higher installation, configuration, and maintenance
• LogMeIn client installation, continuous availability, and uptime on the dedicated server
• Vessel LAN, network configuration, internet bandwidth, and connectivity, including latency or intermittent connection
• Local disk storage, memory, conflicting software, antivirus interference, or any other hardware or software environment factor on the vessel
• Belarc report submission and verification of dedicated-PC compliance prior to or after offline installation
• Any failure caused by use of a laptop (laptops are not supported for offline installations) or by a virtual machine host that does not meet MMV's published minimum specifications

9.5.5 Customer Compliance Requirements

To remain eligible for Offline Support, Customer and the vessel must continuously meet MMV's published requirements. The following articles are incorporated by reference into these Terms and form part of the Customer's obligations:

• System Requirements and IT Requirements: https://support.managemyvessel.com/hc/en-us/articles/360000180954 
• ASP.Net Requirements for Offline Servers: https://support.managemyvessel.com/hc/en-us/articles/360051846233 
• Remote Access LogMeIn: https://support.managemyvessel.com/hc/en-us/articles/360050579953 
• Offline Challenges and Potential Issues: https://support.managemyvessel.com/hc/en-us/articles/360002497634 

MMV may update these reference articles from time to time. Customer is responsible for reviewing the then-current published version.

9.5.6 Qualified Onboard Technician

Initial offline installation requires a qualified IT person onboard the vessel to verify that the dedicated PC or virtual machine, the operating system, ASP.NET, network, and remote-access tooling meet MMV's published requirements. MMV will not perform a remote offline installation without that verification, and may decline to begin or continue an installation where the environment cannot be verified.

9.5.7 Perpetual Remote-Access Permission

The vessel must grant MMV perpetual remote-access permission to its dedicated offline server via the MMV LogMeIn client. The dedicated server must remain powered on, connected to the vessel's LAN, and connected to the internet at all times. Refusal, removal, or persistent unavailability of LogMeIn access voids Offline Support eligibility until access is restored.

9.5.8 Diagnosis and Ticket Closure for Environment-Caused Issues

Where MMV diagnoses an issue as caused by vessel hardware, operating system, ASP.NET, LogMeIn, LAN, bandwidth, antivirus, conflicting software, or any other factor outside MMV's control, MMV will:

• Document the diagnosis in the ticket
• Notify Customer of the diagnosis and the recommended corrective action
• Close the ticket

MMV is not obligated to resolve issues caused by factors outside MMV's control. Reopening a closed environment-caused ticket requires Customer or the vessel to first correct the underlying environment issue and confirm the correction in writing.

9.5.9 Application of SLOs

The SLOs in Sections 7 and 8 govern MMV's response time on Offline Support tickets. They do not guarantee resolution and do not apply to issues diagnosed as caused by factors outside MMV's control under Section 9.5.4.

9.5.10 Suspension and Termination of Offline Support

MMV may suspend or terminate Offline Support, in whole or in part, on written notice to Customer where:

• The Monthly Offline Maintenance and Support Fee is not current
• LogMeIn access has been removed or has been persistently unavailable
• The vessel environment no longer meets MMV's published compliance requirements
• Customer has refused remote access required to perform support, updates, or patches

Suspension of Offline Support does not suspend Customer's other rights and obligations under the Subscription Services Agreement, including obligations relating to the cloud Service.

10. Case Lifecycle

10.1 Opening a Case

A case is opened when a Support Request is received through any of the channels in Section 5 and assigned a ticket reference number. Customer should provide a clear description of the issue, the impact, the affected user or vessel, and any reproduction steps. MMV may request additional information before work begins.

10.2 Working a Case

MMV Support will keep Customer informed of progress through the portal and email updates at the cadence specified in Tables 1 and 2. Customer may request a priority change or an internal escalation at any time per Section 12.

10.3 Closing a Case

MMV Support will close a case only when:

• The issue has been resolved or a workaround has been accepted by Customer; or
• MMV has attempted to contact Customer repeatedly without response, after which the case may be closed pending; or
• A timescale for closure has been agreed in advance if a response is not received from Customer.

10.4 Reopening a Case

Customer may request that a closed case be reopened within 14 calendar days of closure if the underlying issue recurs. After 14 days, a new case should be opened.

11. Customer Obligations

To enable MMV to deliver support effectively, Customer is responsible for the following:

• Naming one Super User as the single primary support contact, and notifying MMV in writing of any change to the Super User
• Ensuring that Customer Users submit Support Requests from email addresses belonging to Customer's organization or to one of Customer's vessels, so that MMV can correctly attribute the request to Customer
• Providing reasonable information, access, and cooperation required for MMV to diagnose and resolve issues
• Where Vessel-Level Support is contracted, directing all vessels and Customer Users to submit Support Requests through the Customer Support Mailbox rather than the generic support address
• Following reasonable security practices including protecting account credentials and following MMV access management guidance
• Reviewing release notes and Major Upgrade notices
• Paying invoices in accordance with the Subscription Services Agreement and any applicable Service Order

12. Internal Escalation

MMV makes every effort to ensure that issues are resolved as quickly as possible. If Customer is dissatisfied with the support experience or has not received resolution within a reasonable timeframe, Customer may escalate by:

• Requesting that the assigned Support engineer escalate the case to Support Escalation Management. Support engineers are required to escalate immediately upon Customer request.
• Contacting any party listed in the escalation chain below directly.

Escalation Chain

• Support Leadership: David Voyce — david@managemyvessel.com 
• Operating Partner: Brandon Samuels — brandon@managemyvessel.com 
• Lead Developer and Operating Partner: Eddy Ng — eddy@managemyvessel.com 

13. Limitations and Exclusions

The following limitations apply to MMV's support and maintenance obligations:

• MMV does not guarantee resolution times. Targets in Sections 7 and 8 are Service Level Objectives, not warranties.
• MMV is not responsible for issues caused by Customer misconfiguration, unauthorized changes to the Service, use of the Service outside its documented purpose, or third-party integrations not supplied by MMV.
• MMV is not responsible for outages or degradations caused by third-party hosting providers, internet service providers, or factors outside MMV's reasonable control.
• Force majeure events, including but not limited to acts of God, war, terrorism, civil disturbance, pandemic, natural disaster, governmental action, or failures in public utilities, suspend the SLOs for the duration of the event.
• Standard support does not include compensation, service credits, or refunds for missed SLOs. Any service credit framework, if applicable, will be specified in a separate Service Order or addendum.

14. Changes to These Terms

MMV may update these Support Terms from time to time. The current version is published at:

https://support.managemyvessel.com/hc/en-us/articles/1500013005761-SAAS-Maintenance-and-Customer-Support-Terms

Material changes will be communicated to Customers in advance. The version number and effective date at the top of this document indicate the current revision.

15. Change Log