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This Exhibit 1 (“Support Terms”) is incorporated by reference into the Master Subscription Agreement (“Agreement”) between H2O.ai, Inc. (“H2O”) and Customer. Capitalized terms not defined herein have the meanings set forth in the Agreement. Customer Support Contact Information Email: support@h2o.ai, Web: https://support.h2o.ai/support/home
1. Support Overview
H2O will provide technical support and maintenance services (“Support”) for the Customer Hosted / On-Prem Offering during the applicable Subscription Period in accordance with these Support Terms.
Support is provided on a standardized, non-customizable basis.
Support is provided only for the then-current generally available major release of the Software and the immediately preceding major release (each, a “Supported Version”). The immediately preceding major release will remain a Supported Version for a period of up to twelve (12) months following the general availability of the newer major release, unless earlier designated as End-of-Life by H2O upon reasonable notice or where reasonably required to address security, regulatory compliance, or the deprecation, end-of-life, or material change of a third-party component or dependency.
Customer is responsible for installation, deployment, maintenance, infrastructure management, upgrade execution, and operation of the Software within Customer-controlled environments.
H2O’s obligation to provide Support is contingent upon Customer’s use of Supported Versions and supported infrastructure configurations.
H2O may require Customer to upgrade to a Supported Version as a condition of Support.
Any services requested by Customer that fall outside the scope of standard Support — including but not limited to custom configurations, bespoke integrations, environment-specific troubleshooting, operational management, performance tuning, dedicated support resources, custom training, migration support, or project-based assistance — will be deemed Professional Services requiring a separate written agreement and applicable fees.
Standard Support Includes:
- Error correction and troubleshooting support for Supported Versions
- Access to support channels including email support and the H20 Support Portal
- 24x7 technical support coverage for Severity 1 production issues
- Reasonable product-related guidance regarding supported installation and configuration procedures
- Access to documentation, release notes, knowledge base articles, and best-practice guidance
- Maintenance updates, patches, minor releases, and security fixes made generally available by H20 Up to six (6) hours of instructor-led remote training per Subscription Year unless otherwise agreed
2. Error Incident Levels
Incident levels will be determined by H2O in its reasonable discretion following initial triage, taking into account Customer input.
| Incident Level | Definition |
|---|---|
| Severity 1 (Critical) | Complete outage or significant degradation of core functionality with no reasonable workaround |
| Severity 2 (High) | Significant degradation impacting major functionality where workarounds may be difficult |
| Severity 3 (Moderate) | Localized or limited impact where workarounds exist |
| Severity 4 (Low) | Minimal operational impact including cosmetic or informational issues |
3. Targeted Response Times
| Incident Level | Targeted Timeline (from Receipt of Case) |
|---|---|
| Severity 1 | 1 hour |
| Severity 2 | 4 hours |
| Severity 3 | 24 hours |
| Severity 4 | 3 business days |
4. Resolution Targets
The following are commercially reasonable targets only and do not constitute service-level commitments. H2O will provide continuous commercially reasonable efforts toward Workaround and Fix for Severity 1 and Severity 2 incidents until resolved
| Incident Level | Resolution Target | Resolution Process |
|---|---|---|
| Severity 1 | Continuous efforts toward work around target 12 hours from Receipt | Assigned for expedited engineering evaluation |
| Severity 2 | Targeted workaround 1 business day from Receipt | Escalated for accelerated review |
| Severity 3 | Considered for inclusion next planned release | Priority review |
| Severity 4 | Considered for future release cycle | Prioritized appropriately |
5. Support Response Process
For all incident levels, H2O will:
- Verify the reported Error
- Assign engineering resources if the Error is confirmed
- Notify H2O management for Severity 1 and Severity 2 incidents
- Provide periodic status updates at intervals reasonably determined by H2O
H2O will use commercially reasonable efforts to provide a Workaround or Fix consistent with the Error priority. For clarity, any response or resolution targets are suspended during periods where H2O is awaiting Customer cooperation, access, information, approvals, logs, test results, or reproduction steps.
6. Operational Boundaries & Environment Limitations
Customer acknowledges that Customer Hosted / On-Prem environments vary materially by:
- infrastructure
- networking
- security controls
- integrations
- deployment architecture
- third-party dependencies
Accordingly:
- H2O does not guarantee issue reproducibility across all customer-controlled environments
- H2O may require Customer to reproduce issues in supported environments
- Certain troubleshooting activities may require Professional Services engagement
- Customer remains responsible for infrastructure operation and maintenance
7. Exclusions
H2O has no obligation to provide Support for issues arising from:
- Unsupported infrastructure or environments
- Modified or damaged Software
- Unsupported deployment architectures
- Misuse or operation outside documentation
- Third-party products not provided by H2O
- Custom integrations or customer-developed code
- Infrastructure capacity limitations
- Customer networking or security controls
- AI/ML or generative output variability where the Software materially conforms to documentation
H2O shall have no liability for Customer infrastructure changes required to accommodate Workarounds, patches, or upgrades.
H2O is not responsible for failures, delays, degradation, or incompatibilities caused by third-part infrastructure, open-source components, model providers, cloud services, hardware vendors, or external dependencies.
8. Customer Responsibilities
Customer responsibilities include:
- maintaining supported infrastructure and environments
- designation of knowledgeable support contacts
- timely provision of logs, diagnostics, sample data, and system access
- prompt responses during troubleshooting
- installation and maintenance of Supported Versions
- maintaining appropriate backups and disaster recovery processes
9. Supported Versions
H2O supports:
- the current major release
- the previous sequential major release for up to twelve (12) months following release of the newer version
10. Professional Services Delineation
The following are outside standard Support scope and may require Professional Services:
- Migration assistance
- Environment reinstallation
- Environment-specific performance tuning
- Architecture optimization
- Deployment redesign
- Custom integrations
- Infrastructure remediation
- Operational management
- Dedicated support staffing
11. Definitions
- “Error” means a failure of the Software to materially conform to the applicable Documentation made generally available by H2O for the applicable Supported Version
- “Fix” means repair or replacement of Software code or documentation
- “Receipt”' means, with respect to a support case, the time the case is logged through the Support Portal or submitted to the designated Severity 1 email
- “Workaround” means a temporary operational solution mitigating an Error
- “Supported Version” means the current major release and previous sequential major release