# Support Plan

Version 1.0, last updated 2026-06-15

We view our customers as strategic partners, not just accounts. Beyond the service levels and support obligations set out in this Support Plan, we hope to grow alongside you as you scale — and we're always glad to explore opportunities such as co-developing capabilities, sharing research, or aligning product roadmaps where there's mutual interest. That partnership rests on a clear foundation: this Support Plan describes Parallel's service level commitments and support obligations, and is applicable if you are an enterprise customer (“Customer”) who has entered into and has an active Master Services Agreement (“MSA”) with us. Capitalized terms used but not defined here have the meanings given in the MSA.

## Support Overview

Customers can get a snapshot of Parallel's current service status at any time at our Status Page.

All support requests must be submitted through Parallel-designated channels, as set out below. Parallel may also provide an agreed messaging channel for escalations, and may update these channels by posting an updated version of this Support Plan. For P0 issues that are truly critical, Parallel OnCall lets you escalate directly to engineering.

## Availability

Parallel will use commercially reasonable efforts to maintain availability for the Services and to minimize interruptions. Parallel commits to 99.9% uptime availability for the Services, measured on a monthly basis (the “Service Availability”), excluding scheduled maintenance and downtime resulting from causes beyond Parallel’s reasonable control as described below. If the Services are unavailable below the Service Availability metric due to defects with the Services, Parallel will provide Customer a credit against a future invoice as follows: (i) 97.51%–99.89% availability: 5% credit; (ii) 95%–97.5% availability: 10% credit; (iii) below 95% availability: 20% credit. The maximum credit for any single month is 20% of the fees attributable to that month. Credits may be applied against future invoices up to the value of that invoice and cannot be paid out as cash. Credits in this paragraph are the sole and exclusive remedy for service availability failures and will not give rise to any further refunds, discounts, price reductions, or termination rights except as set forth in the Master Services Agreement. If Customer elects not to renew the MSA, such that the above credit cannot be applied, Customer will have the option to receive up to one free month of Service as its sole remedy in lieu of such credit.

## Issue Priority Tiers

Below are definitions for various tiers of issues and errors attributable to a defect in the Services (P0-P3), and Parallel’s expected response timelines, subject to Coverage Hours below:

Note that a “response” means that Parallel acknowledges receipt of the support ticket/request - it does not mean that we will be able to resolve the issue within that timeframe. Parallel provides estimated resolution targets, but does not warrant resolution times.

For clarity, the following are not errors attributable to defects in the Services: (a) issues caused by Customer's own systems, configurations, or third-party integrations; (b) outages or degradation of third-party infrastructure or cloud providers; or (c) other causes outside Parallel's reasonable control, including force majeure events. Parallel will use commercially reasonable efforts to assist Customer in resolving issues falling within this section.

### Coverage Hours

• Standard Support Hours: Monday–Friday, 9:00am–6:00pm Pacific (excluding holidays).

## Support

Parallel will use reasonable efforts to provide (i) issue correction and (ii) support concerning the use of the Services (collectively, “Support”). All support requests must be submitted through Parallel-designated channels. Customer may update its escalation contact information by providing notice to Parallel.

### Priority-Based Escalation

• P0: Parallel OnCall (direct to engineering), available outside Standard Support Hours on a commercially reasonable efforts basis

• P1: Parallel Support, escalated to specialist as needed, during Standard Support Hours

• P2 / P3: Parallel Support team, during Standard Support Hours

All escalations are submitted through support@parallel.ai (or an agreed messaging channel, where provided).

### Escalation Triggers

• Time-based: Escalate if an initial response target (per Issue Priority Tiers) is at risk of being missed or has been breached.

• Customer-requested: Jump directly to on call engineer if P0 issue

• Complexity: Issue exceeds current tier technical capability

## Updates to this Policy

This Support Plan is incorporated into the Master Services Agreement between Parallel and Customer. In the event of any conflict between this Support Plan and the Master Services Agreement, this Support Plan shall control. The effective date and version of the current Support Plan are shown above. Parallel may update this Support Plan from time to time by posting the updated version at parallel.ai/legal/support-plan. Such updates are effective upon posting. If Parallel makes changes that materially degrade the level of support provided under this Support Plan, Parallel will provide notice to Customer. Continued use of the Services constitutes acceptance of the then-current version.