1. INTRODUCTION

This Inbolt Support Agreement (the “Agreement”) is entered into between:

A. The Inbolt entity identified in the applicable Quote (“Inbolt”); and

B. The Customer identified in the applicable Quote (“Customer”).

Inbolt and Customer are each a “Party” and together the “Parties”.

This Agreement governs the provision of post-acceptance support services for the Inbolt robotic guidance solution. This Agreement is to be read together with and subject to Inbolt’s General Terms & Conditions (GTC). In the event of conflict, the GTC shall prevail unless expressly stated otherwise herein.

2. DEFINITIONS

“Inbolt System” means the Inbolt robotic guidance solution consisting of:

• Inbolt 3D camera
  
• Inbolt industrial controller (PC)
  
• Inbolt Studio and Runtime software licenses
  
• Standard cables and accessories supplied by Inbolt
  

“Support Package” means Basic Support, Advanced Support, or Enterprise Support as specified in the Quote.

“Incident” means an unplanned interruption or malfunction of the Inbolt System.

“Technical Support” means troubleshooting and correction of software defects or hardware malfunctions of Inbolt-supplied components.

“Functional Support” means assistance related to configuration, parameter adjustments, or proper use of the Inbolt System. Functional Support excludes development of new applications or process redesign.

“Business Hours” means Monday to Friday, excluding public holidays in the country of the designated support entity, 9:00 AM to 6:00 PM local time.

“Current Version” means the most recent production version of the Inbolt software officially released by Inbolt.

“Preventive Maintenance Visit” means a scheduled on-site system inspection and calibration visit as defined under Enterprise Support.

“Quote”  has the meaning given in the GTC.

3. SCOPE OF SERVICES

Subject to payment of applicable fees, Inbolt shall provide support services according to the Support Package selected in the Quote.

Support services are provided on an obligation-of-means basis and are intended to maintain operational continuity of the Inbolt System.

Support applies exclusively to Inbolt-supplied components.

Support services commence (i) upon the date of activation of the License, or (ii) on the date specified in the applicable Quote where support services are purchased under a separate Quote following implementation of the Inbolt System and continue for the term specified in the Quote.

Incident Reporting Procedure. To be eligible for SLA commitments, the Customer must submit Incident reports to support@inbolt.fr including at minimum: (i) Customer name and contact details; (ii) description of the Incident and its impact on operations; (iii) photographs and/or video recordings of the Incident, where available;  (iv) Inbolt System log export; (v) steps to reproduce the issue where possible. Inbolt reserves the right to suspend SLA response obligations until a complete Incident report is received.

4. SUPPORT PACKAGES

4.1 Basic Support

Basic Support is included with every purchase of an Inbolt System for a period of three (3) years from the date of license activation, at no additional cost to the Customer.

Basic Support includes:

• Remote Technical and Functional Support during Business Hours
  
• Best-effort ticket acknowledgment and handling
  
• No guaranteed prioritization
  
• No on-site interventions included
  
• Spare parts invoiced at standard list pricing

On-site services, if requested, are billed at Inbolt’s standard daily rates plus travel expenses.

Upon expiration of the included Basic Support period, continued support requires the Customer to either (i) subscribe to a paid Support Package, or (ii) renew the Studio License, which includes a further period of Basic Support.

4.2 Advanced Support

Advanced Support includes all Basic Support services, plus:

• Priority ticket acknowledgment and processing
  
• Priority scheduling of on-site interventions (billable unless otherwise stated)
  
• Dedicated Account Engineer
  
• One (1) annual remote system performance review
  
• Ten percent (10%) discount on spare parts

On-site interventions are billable unless explicitly included in the applicable Quote.

4.3 Enterprise Support

Enterprise Support includes all Advanced Support services, plus:

A. On-Site Troubleshooting Coverage

• Two (2) on-site troubleshooting days per robot per subscription year
  
• Travel included for included days
  
• Dispatch within five (5) Business Days for qualifying troubleshooting cases
  
• Limited strictly to corrective maintenance of Inbolt-supplied components
  
• Unused days do not roll over

Additional days billed at standard daily rates.

B. Preventive Maintenance

• Two (2) Preventive Maintenance Visits per plant per subscription year
  
• Includes inspection, calibration, system verification, and performance review

C. Training Coverage

• Two (2) on-site training sessions per plant per subscription year
  
• Includes operator retraining and onboarding of new personnel

D. Spare Parts Advantage

• Twenty percent (20%) discount on spare parts

5. SERVICE LEVEL AGREEMENTS (SLA)

5.1 Priority Levels

Incidents are classified by Inbolt as:

• P0 (Critical) – System unavailable
  
• P1 (Major) – Degraded performance
  
• P2 (Minor) – Assistance or configuration support
  

Classification by Inbolt is final.

5.2 SLA Matrix

Priority	Basic	Advanced	Enterprise
P0	Best Effort	1 Business Day Response	Same Business Day Response
P1	Best Effort	2 Business Day Response	1 Business Day Response
P2	Best Effort	3 Business Days	2 Business Days

“Response” means assignment of a support engineer and commencement of investigation.
Response times do not constitute guaranteed resolution times.

6. SOFTWARE UPDATES

Software updates, patches, and version upgrades are governed exclusively by the applicable General Terms of Use – Studio License.

The Support Subscription does not grant additional software rights but governs post-acceptance Technical and Functional Support services.

Support eligibility may require the Customer to operate on a supported software version as defined in the General Terms of Use – Studio License.

7. CUSTOMER OBLIGATIONS

Customer shall:

• Provide secure remote access to the system
  
• Maintain proper environmental conditions
  
• Ensure network stability
  
• Install recommended updates
  
• Avoid unauthorized configuration changes
  
• Provide logs and diagnostic data upon request

• Report Incidents promptly and in accordance with the procedure defined in Article 3

• Notify Inbolt of any planned changes to the Customer’s IT environment or robot setup that may affect the Inbolt System.

Failure to comply may suspend SLA commitments.

8. ON-SITE INTERVENTIONS

8.1 Scope of On-Site Services

On-site interventions consist of physical presence of an Inbolt engineer at the Customer’s facility for the purpose of:

• Corrective troubleshooting of the Inbolt System
  
• Preventive maintenance (where applicable)
  
• Calibration and system verification
  
• Training sessions (where applicable under the selected Support Package)
  

On-site services are limited strictly to Inbolt-supplied hardware and software components unless otherwise agreed in writing.

On-site services do not include:

• Development of new robotic applications
  
• Major process redesign
  
• Robot programming unrelated to Inbolt components
  
• Third-party hardware troubleshooting

Such services may be quoted separately.

8.2 Eligibility by Support Package

Basic and Advanced Support

On-site interventions are not included unless explicitly stated in the Quote.

All on-site services under Basic or Advanced Support are invoiced on a time-and-material basis at Inbolt’s standard daily rates plus travel expenses.

Enterprise Support

On-site services included under Enterprise Support are governed by Article 4.3 of this Agreement and are subject to the limitations defined therein.

Unused included on-site days do not roll over to subsequent subscription years.

8.3 Scheduling and Dispatch

On-site interventions are scheduled subject to engineer availability.

For Enterprise Support customers, Inbolt shall dispatch an engineer within five (5) Business Days for qualifying troubleshooting cases.

For non-Enterprise customers, dispatch timelines are not guaranteed and are subject to mutual agreement.

Inbolt reserves the right to determine whether remote intervention is sufficient before authorizing on-site dispatch.

8.4 Pricing of On-Site Services (Time & Material)

Unless otherwise included in the selected Support Package, on-site services are invoiced as follows.

Standard Business Hours (9:00–18:00 local time)
Hourly Rate: see Quote

Extended Hours (before 9:00 or after 18:00)
Hourly Rate: see Quote

Weekends / Public Holidays / Emergency Dispatch
Hourly Rate: see Quote

Travel expenses (transportation, accommodation, meals) are invoiced at cost unless otherwise agreed in writing.

Minimum charge: four (4) hours per on-site intervention.

Any additional hours beyond eight (8) hours per day may be invoiced at the applicable hourly rate.

Where no applicable Quote exists, on-site services shall be invoiced at Inbolt’s standard rates in effect at the time of the request.

8.5 Emergency On-Site Intervention

If the Customer requests expedited dispatch outside standard scheduling, Inbolt may apply an emergency surcharge.

Emergency dispatch is subject to engineer availability and written confirmation by Inbolt.

8.6 Customer Obligations for On-Site Visits

The Customer shall:

• Provide safe access to facilities
  
• Ensure compliance with local health and safety regulations
  
• Provide necessary site authorization and documentation
  
• Ensure system availability for intervention

• Ensure that a qualified technical representative is present on site for the duration of the intervention
  

If access is denied or the intervention cannot proceed due to Customer fault, the scheduled day remains billable.

9. EXCLUSIONS

Support does not include:

• Development of new applications
• Process redesign
  
• Robot controller troubleshooting unrelated to Inbolt
  
• Third-party hardware issues
  
• On-site services (except as included under Enterprise)
  
• Issues caused by misuse or unsupported configurations

• Issues caused by Force Majeure Events as defined in the GTC

Such services may be provided on a time-and-material basis.

10. FEES AND PAYMENT

Support subscriptions are invoiced annually in advance unless otherwise specified.

Out-of-scope services are invoiced at Inbolt’s standard professional service rates.

Payment terms and late payment conditions are governed by Article 5 of the GTC.

Failure to pay fees may result in suspension of services.

11. LIABILITY

Inbolt’s total liability under this Agreement shall not exceed the total Support fees paid under the applicable Quote giving rise to the claim.

In no event shall Inbolt be liable for:

• Production downtime losses
  
• Loss of profit
  
• Consequential or indirect damages
  

12. TERM AND TERMINATION

Support subscriptions commence on the effective date specified in the Quote and continue for the agreed term.

Either Party may terminate for material breach if not cured within thirty (30) days after written notice.

Support Package subscriptions do not renew automatically upon expiration. Any continuation of support services beyond the agreed term is subject to a new Quote agreed between the Parties.

Upon expiration or termination of a Support Package subscription, Inbolt’s obligation to provide support services ceases immediately. The Customer will no longer receive software updates, bug fixes, or technical support. All other rights and obligations of the parties, including the Customer’s licenses, remain governed by the GTC.

13. MISCELLANEOUS

This Agreement supersedes prior support terms.

Modifications must be in writing and signed by an authorized representative of each Party.All Confidential Information exchanged in connection with support services, including during on-site interventions and remote access sessions, shall be handled in accordance with Article 17 of the GTC.

The governing law and jurisdiction shall be as specified in the General Terms & Conditions.