Support Terms

Support Terms

These Support Terms govern the technical support and maintenance services (“Support Services”) provided by Bioscope.ai, Inc. (“Bioscope.ai”) to customers (“Customer” or “Licensee”) who have entered into a SaaS Agreement with Bioscope.ai. These Support Terms are incorporated by reference into the SaaS Agreement.

1. Scope of Support Services

1.1 Included Support. During the Subscription Term, Bioscope.ai will provide the following Support Services at no additional charge:

(a) Technical Support:

  • Assistance with Software Service functionality and usage
  • Troubleshooting of technical issues and errors
  • Guidance on best practices for using the Software Service
  • Assistance with data upload and integration issues
  • Help with user account management and access controls

(b) Platform Maintenance:

  • Routine maintenance and updates to the Software Service
  • Security patches and vulnerability fixes
  • Performance monitoring and optimization
  • Infrastructure maintenance and upgrades
  • Disaster recovery and business continuity measures

(c) Software Updates:

  • Regular feature enhancements and improvements
  • Bug fixes and error corrections
  • Compatibility updates for supported integrations
  • Documentation updates reflecting new features or changes

(d) Customer Success Support:

  • Onboarding assistance for new Authorized Users
  • Training resources and documentation
  • Platform usage best practices

1.2 Excluded from Support. The following are not included in standard Support Services and may be available as professional services for an additional fee:

  • (a) Customization or modification of the Software Service
  • (b) Integration with third-party systems not listed as supported integrations
  • (c) Training beyond standard onboarding and documentation
  • (d) Data migration from legacy systems
  • (e) On-site support services
  • (f) Issues caused by Customer’s breach of the SaaS Agreement
  • (g) Issues resulting from Customer’s Equipment, internet connectivity, or third-party software
  • (h) Restoration of data lost due to Customer’s actions or negligence
  • (i) Support for unsupported browsers, operating systems, or devices
  • (j) Consultation on medical, legal, or regulatory compliance matters

2. Support Channels

2.1 Available Channels. Customer may submit support requests through the following channels:

(a) Email Support:

(b) Documentation:

  • Online documentation at docs.bioscope.ai
  • Tutorials and user guides
  • FAQ and troubleshooting articles

3. Support Hours and Response Times

3.1 Priority Levels. Support requests are prioritized based on severity:

Priority 1 - Critical:

  • Definition: Complete loss of Software Service functionality affecting all or substantially all Authorized Users, or Security Incident involving PHI or genetic data.
  • Examples: Platform completely unavailable; data breach; complete inability to access patient genetic data; security vulnerability actively being exploited.
  • Target Response Time: 2 hours
  • Target Resolution Time: 8 hours (or continuous efforts until resolved)
  • Availability: 24/7/365

Priority 2 - High:

  • Definition: Significant functionality is impaired, affecting multiple Authorized Users’ ability to perform critical tasks, but workarounds may exist.
  • Examples: Major feature unavailable; AI chat interface not functioning; inability to upload genetic test results; EHR integration failure; significant performance degradation.
  • Target Response Time: 4 business hours
  • Target Resolution Time: 48 business hours
  • Availability: Business Hours

Priority 3 - Medium:

  • Definition: Minor functionality issues affecting one or few Authorized Users, with workarounds available.
  • Examples: Non-critical feature malfunction; cosmetic UI issues; minor data display errors; slow report generation.
  • Target Response Time: 1 business day
  • Target Resolution Time: 5 business days
  • Availability: Business Hours

Priority 4 - Low:

  • Definition: General questions, feature requests, documentation clarifications, or issues with minimal business impact.
  • Examples: “How do I…” questions; feature enhancement requests; documentation corrections; general inquiries.
  • Target Response Time: 2 business days
  • Target Resolution Time: Best effort
  • Availability: Business Hours

3.2 Business Hours. Bioscope.ai’s standard business hours are:

  • Monday through Friday, 9:00 AM to 5:00 PM Eastern Time (ET)
  • Excluding U.S. federal holidays

3.3 Priority Assignment. Bioscope.ai reserves the right to determine the appropriate priority level for each support request based on the criteria above. If Customer believes a request should be escalated, Customer may request escalation with justification.

3.4 Response Time Calculation:

  • Response times are measured from the time a support request is received by Bioscope.ai to the time Bioscope.ai provides an initial substantive response.
  • Resolution times are measured from initial receipt to the time the issue is resolved or a workaround is provided.
  • Response and resolution times for non-Critical issues are calculated during Business Hours only.
  • Holidays and weekends are excluded from Business Hours calculations.

3.5 Continuous Effort for Critical Issues. For Priority 1 - Critical issues, Bioscope.ai will use commercially reasonable efforts to provide continuous updates and work toward resolution until the critical functionality is restored or an acceptable workaround is implemented.

4. Customer Responsibilities

4.1 Required Information. When submitting a support request, Customer must provide:

(a) Contact information (name, email, phone)

(b) Description of the issue, including:

  • Steps to reproduce the problem
  • Expected behavior vs. actual behavior
  • Error messages or screenshots (if applicable)
  • Impact on operations (which Authorized Users affected, business criticality)

(c) Customer’s environment details:

  • Browser and version (if applicable)
  • Operating system
  • Date and time issue occurred
  • Patient identifier or account information (if relevant and permitted under HIPAA)

4.2 Cooperation. Customer agrees to:

  • (a) Provide timely and accurate information necessary to diagnose and resolve issues
  • (b) Cooperate with Bioscope.ai’s troubleshooting efforts
  • (c) Designate a primary contact person for support communications
  • (d) Implement workarounds or temporary solutions suggested by Bioscope.ai while permanent fixes are developed
  • (e) Notify Bioscope.ai if issues persist after attempted resolution
  • (f) Maintain appropriate backups of Customer Data independent of the Software Service

4.3 Reasonable Use. Customer agrees to use support resources reasonably and not to:

  • (a) Submit excessive support requests for issues covered in documentation
  • (b) Use support channels for purposes other than technical assistance
  • (c) Request support for unauthorized users or third parties
  • (d) Abuse emergency contact methods for non-critical issues

5. Maintenance Windows and Scheduled Downtime

5.1 Scheduled Maintenance. Bioscope.ai may perform scheduled maintenance on the Software Service:

(a) Standard Maintenance Windows:

  • Timing: Sundays, 2:00 AM - 6:00 AM Eastern Time
  • Frequency: Up to twice per month

(b) Emergency Maintenance:

  • May be performed at any time to address security vulnerabilities, critical bugs, or system stability issues
  • Notice: As much advance notice as reasonably practicable under the circumstances, but may be performed without advance notice if necessary to prevent or mitigate harm

5.2 Service Level Commitment. Bioscope.ai will use commercially reasonable efforts to maintain the following service levels:

  • (a) Uptime: 99.5% uptime per calendar month, excluding scheduled maintenance and force majeure events
  • (b) Measurement: Calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month × 100%
  • (c) Downtime Definition: Period when the Software Service is unavailable to all or substantially all Authorized Users

5.3 Exclusions from Uptime Calculation:

  • Scheduled maintenance windows
  • Downtime caused by Customer’s Equipment, internet connectivity, or third-party services
  • Force majeure events beyond Bioscope.ai’s reasonable control
  • Issues caused by Customer’s breach of the SaaS Agreement
  • Beta features or services marked as “experimental” or “preview”

6. Support for Subcomponents

6.1 AI Services. Support for AI-powered analysis features:

(a) AI Chat Interface:

  • Incorrect or confusing responses should be reported with conversation context
  • Response quality feedback helps improve the AI models
  • Hallucinations or medical inaccuracies: Priority 2

(b) Report Generation:

  • Issues generating genomic or microbiome reports: Priority 2
  • Inaccurate or incomplete report content: Priority 2
  • Report formatting or export issues: Priority 3

(c) AI Model Updates:

  • Bioscope.ai may update underlying AI models to improve accuracy and capabilities
  • Changes may affect response styles or formatting

7. Support During Beta and Pilot Phases

7.1 Beta Feature Support. Features marked as “beta,” “preview,” or “experimental”:

  • (a) Are provided “as-is” with no warranty
  • (b) May have limited support availability
  • (c) May be modified or discontinued without notice
  • (d) Feedback is highly encouraged and prioritized

7.2 Transition to General Availability. When Customer transitions from beta to commercial:

  • (a) Support terms transition to standard support as defined herein
  • (b) Response times and service level commitments apply in full

8. Limitations and Disclaimers

8.1 Best Efforts. Response times and resolution times are targets based on commercially reasonable efforts. Bioscope.ai does not guarantee that all issues will be resolved within the specified timeframes.

8.2 Workarounds. Bioscope.ai may provide workarounds or temporary solutions while permanent fixes are developed. Workarounds may require Customer to modify workflows or accept temporary limitations.

8.3 Third-Party Issues. Bioscope.ai is not responsible for issues caused by:

  • Third-party services or integrations
  • Customer’s internet service provider or network infrastructure
  • Customer’s Equipment or computing environment
  • Force majeure events or circumstances beyond Bioscope.ai’s reasonable control

8.4 Medical Advice Disclaimer. Support Services do not include medical, clinical, legal, or regulatory advice. Authorized Users are responsible for using independent medical judgment when treating patients. Bioscope.ai support personnel are not licensed healthcare providers and cannot interpret genetic results or make clinical recommendations.

8.5 Data Recovery. While Bioscope.ai maintains backup systems, Customer is responsible for maintaining independent backups of Customer Data. Bioscope.ai cannot guarantee recovery of all data in all circumstances.

9. Modifications to Support Terms

9.1 Changes. Bioscope.ai may modify these Support Terms from time to time by:

  • (a) Posting updated Support Terms at security.bioscope.ai
  • (b) Providing notice via email to Customer’s primary contact
  • (c) Displaying notification in the Software Service

9.2 Effective Date. Changes become effective 10 days after notice is provided, except:

  • Changes required by law take effect immediately
  • Changes that expand support coverage or improve service levels may take effect immediately

9.3 Continued Use. Customer’s continued use of the Software Service after changes take effect constitutes acceptance of the modified Support Terms.

10. Contact Information

Support Contacts:

Mailing Address:

Bioscope.ai, Inc. 880 Monon Green Blvd Carmel, IN 46032

These Support Terms are effective as of the Effective Date specified in the Order and are incorporated into the SaaS Agreement between Customer and Bioscope.ai.

Last Updated: December 5, 2025