Support, backup, storage, payment, and pricing procedure
This Schedule is incorporated by reference into the Master Subscription Agreement and defines what is included in the subscription and what is billable. Capitalized terms have the meanings given in the Agreement. This Schedule may be updated in accordance with Section 14.13 of the Agreement, by publication of a new version at its own address; this version is not edited.
Default rule. Any service, request, or activity not expressly identified in Section 2 as included is billable at the rates in Section 6.
| Item | Specification |
|---|---|
| Support hours | 9:00 a.m. to 7:00 p.m. Eastern Time, Monday through Friday |
| Excluded days | Saturdays, Sundays, and New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the day following, and Christmas Day. Where a holiday falls on a weekend, the observed federal holiday applies. |
| After-hours | Not included. Where Provider elects to perform work outside support hours at Customer's request, that work is billable at the after-hours rate in Section 6. |
| Channels | Provider's designated support address and ticketing channel. Requests submitted through any other channel, including direct messages to individual personnel, are not tracked and carry no response target. |
| Who may submit | Authorized Representatives designated under Section 3.8 of the Agreement, and Authorized Users for routine issues. Requests to add or remove users, request exports, or authorize billable work may be submitted only by an Authorized Representative. |
| Language | English |
| Service | Scope | Limit |
|---|---|---|
| Correction of confirmed defects and outages | Diagnosis and correction of confirmed defects in the Services, and restoration of access following a platform outage | Included without limit and at no charge. Time spent correcting a confirmed defect in the Services, or restoring availability following a platform outage, does not count against any allowance and is never billable. |
| General support and guidance | How-to questions, guidance, triage of reported issues that prove not to be defects in the Services, and other routine assistance | Subject to fair and reasonable use under Section 2.4 of the Agreement. Guideline: two (2) hours per Authorized User subscription per calendar quarter, measured across all Company Databases. Provider will give notice before treating further requests as billable. |
| Availability monitoring | Provider monitoring of the hosted environment | Provider-directed. No reporting entitlement. |
| Platform updates and releases | All platform updates, enhancements, and releases deployed to the single-version platform | Deployed at Provider's discretion. No version pinning (Agreement § 2.10). |
| Account administration guidance | Guidance on use of the administrative console | Customer performs its own account administration (Agreement § 3.9). |
| Knowledge base and user documentation | Online knowledge base and guided user documentation | Self-service. Training is not included. |
| Backups | As described in Section 4 | Maintained for Provider's operational continuity. Restores are billable. |
| Standard Export on termination | As described in Schedule Y | Eight (8) hours per Company Database |
| Storage | Up to the Storage Allowance stated on the Order Form | Overage billable under Sections 5 and 6 |
The following are not included in the subscription and are billable at the rates in Section 6. This list is illustrative and not exhaustive.
| Category | Examples | Basis |
|---|---|---|
| Reports | New reports, report modifications, report formatting variations, historical report reproduction | Time and materials by written quote, 2-hour minimum. Owned by Provider under Agreement §§ 7.4 and 7.5. |
| Data services | Data correction, bulk updates, data cleanup, imports, in-term extracts, ad hoc queries | Time and materials by written quote, 2-hour minimum |
| Restores | Restoration of data deleted or altered by Customer or an Authorized User, point-in-time restores, restores to a separate environment | Time and materials by written quote, 4-hour minimum, plus storage. No charge where the loss resulted from Provider's breach of Agreement § 9.2. |
| Training | Live, virtual, or on-site training, custom documentation, onboarding sessions | Time and materials by written quote |
| Configuration | Configuration changes, new Company Database provisioning, environment refreshes, test or sandbox copies | Time and materials by written quote, plus subscription Fees for any new Company Database |
| Security inquiries | Security questionnaires, vendor risk assessments, evidence requests, assessment participation | Provider is under no obligation to respond (Agreement § 14.24). Where Provider elects voluntarily to respond, time and materials by written quote, 4-hour minimum, under a written confidentiality undertaking, subject to the quote-approval procedure in Agreement § 3.13. Where applicable law requires Provider to respond, verify, or permit an audit, Agreement § 3.14 applies and approval is not required. Any voluntary response is a one-time accommodation and creates no precedent. |
| Legal process | Subpoenas, litigation holds, e-discovery, regulatory demands, preservation requests | Time and materials plus reimbursement of reasonable attorneys' fees (Agreement § 12.8). Estimate when reasonably practicable; not subject to the quote-approval procedure (Agreement § 3.14). |
| Data subject requests | Assistance with requests Customer cannot fulfill through the Services | Time and materials (Agreement § 12.7). Estimate when reasonably practicable; not subject to the quote-approval procedure (Agreement § 3.14). |
| Customer-caused incident response | Investigation, containment, notification, and remediation of an incident arising from Customer's failure under Agreement §§ 3.4, 3.5, 3.8, or 3.9 | Time and materials plus costs, reimbursable by Customer (Agreement § 3.7(e)). Includes emergency protective work. Not subject to the quote-approval procedure (Agreement § 3.14). |
| Customer environment issues | Diagnosis of issues originating in Customer's network, workstations, browsers, printers, or configuration | Time and materials (Agreement § 3.12). Estimate when reasonably practicable; not subject to the quote-approval procedure (Agreement § 3.14). |
| Standby and rescheduling | Time lost to Customer delay under Agreement § 3.11 | Time and materials (Agreement § 3.11). Not subject to the quote-approval procedure (Agreement § 3.14). |
| Meetings and travel | On-site attendance, business reviews, project meetings beyond routine support | Time and materials by written quote, plus expenses at cost |
| Successor provider support | Consultation with or assistance to a successor provider | Time and materials by written quote, 8-hour minimum, subject to Agreement §§ 3.2, 8, and 13 |
The following are operational targets, not guarantees, and are maintained for Provider's own continuity purposes. Backups are not a records-retention, archival, or e-discovery service. Except where an Order Form expressly selects a Recovery Objective Add-On under Agreement § 5.9, Provider makes no disaster recovery or business continuity commitment. Where selected, only the RTO and RPO targets stated on the Order Form apply, subject to Agreement § 5.9.
| Item | Target |
|---|---|
| Full backup | Nightly |
| Incremental backup | Periodically during support hours |
| Recovery point objective | Base Service: not guaranteed; Provider targets recovery to a point within the preceding business day. Recovery Objective Add-On: target stated on the Order Form, subject to Agreement § 5.9. |
| Recovery time objective | Base Service: none. Recovery Objective Add-On: target stated on the Order Form, subject to Agreement § 5.9. |
| Retention | Tiered rollup of daily, weekly, and monthly recovery points, retained for a minimum of thirty (30) days and a maximum of thirteen (13) months per Company Database, as provided in Agreement § 5.4. Specific intervals within that range are set out in Provider's internal operating procedures and are Provider Confidential Information. |
| Off-site copy | Maintained in accordance with Provider's internal operating procedures. |
| Encryption | Backup media encrypted at rest. Algorithms, key management, and vendors are Provider Confidential Information. |
| Restore testing | Performed at Provider's discretion. No testing report or certification is provided. |
| Restorability | An item is restorable only if it existed at the time a retained backup was taken. A recovery point is restorable only to the version of the Services in effect when it was taken, or to a later version to which Provider can migrate it. Where a change to the Services alters the data model, Provider may be unable to restore a recovery point taken before that change; see Agreement § 5.9. |
| Post-termination | Active systems: as provided in Agreement § 6.13 and Schedule Y. Backup media: as the retention rotation expires. |
| Item | Specification |
|---|---|
| What is measured | The total allocated size of the primary data storage for the Company Database, as measured by Provider. Transaction logs, backup media, and Provider system storage are excluded. Provider's measurement is determinative absent manifest error. |
| When measured | On the last business day of each calendar month |
| Allowance | As stated on the Order Form, in gigabytes, per Company Database. Allowances are not pooled or shared across Company Databases. |
| Notification | Provider notifies Customer when a Company Database reaches eighty percent (80%) of its Storage Allowance |
| Overage | Billed monthly at the storage overage rate stated on the Order Form, per gigabyte or part thereof above the Allowance |
| Remediation | Provider may, on thirty (30) days' notice, require Customer to purchase additional Allowance or to authorize archival or removal of data |
| Limits | Provider may decline to provision storage beyond what the platform can reasonably support |
| No deletion | Provider does not delete Customer Data during the Subscription Term on account of an overage (Agreement §§ 5.7 and 5.8) |
Optional services, including additional data extraction, custom reporting, transition assistance, expedited work, and time-and-materials services, will be billed at Provider's then-current standard rates. Provider will provide a written quote or estimate before commencing billable work. Customer must approve the quote in writing, and Provider may require prepayment. Unless otherwise stated, a quote expires thirty (30) days after issuance, applies only to the work described, and does not establish or fix rates for any later request. Provider's standard rates are available on request. This procedure applies to optional services requested by Customer and does not apply to the reimbursable time, costs, and expenses identified in Section 3 as falling outside it, or to emergency protective work, as provided in Agreement § 3.14.
| Service | Basis | Terms |
|---|---|---|
| Time and materials, during support hours | Provider's then-current standard rate | By written quote. Billed in quarter-hour increments after any stated minimum. |
| After-hours, weekend, or holiday work | Provider's then-current after-hours rate | By arrangement and written quote only |
| Expedited work | Provider's then-current expedited rate | Subject to availability, by written quote |
| Successor provider consultation | Time and materials, minimum applies | Requires a confidentiality undertaking from the successor provider |
| Storage overage | At the storage overage rate stated on the Order Form | Above the Storage Allowance, per Company Database, billed monthly. An initial Order Form must state this rate (Agreement § 5.7); it may change at renewal under Agreement § 4.5. |
| Additional Company Database provisioning | As stated on the Order Form or by written quote, plus subscription Fees | Includes an initial Storage Allowance |
| Reactivation after suspension | By written quote | Agreement § 4.4 |
| Expenses | Actual cost | Travel, media, secure transfer, third-party charges, supported by redacted evidence or a certification of an officer of Provider |
| Rate changes | Provider's then-current standard rates apply | Rates are not fixed for the term of the Agreement. An approved quote fixes pricing only for the scope it describes. Changes to optional-service rates are governed by Agreement § 14.13(g)(ii). |
| Item | Fee | Terms |
|---|---|---|
| ACH debit or ACH credit | No fee | Preferred method. Automatic payment enrollment required (Agreement § 4.2B). |
| Debit card | No fee | No surcharge is imposed on debit card payments. |
| Credit card processing fee | 3% of the transaction amount | Not exceeding Provider's cost of acceptance or the maximum permitted by applicable law and card network rules, whichever is less. Disclosed on the invoice and at the point of payment (Agreement § 4.2C). |
| Returned ACH item | $25 per item | In addition to the amount due and interest under Agreement § 4.3 |
| Declined or reversed card charge | $25 per occurrence | In addition to the amount due and interest |
| Chargeback on an undisputed amount | $35 plus processor fees and Provider's response costs | Also constitutes non-payment under Agreement §§ 4.4 and 6.8 |
| Non-designated payment method | $25 administrative fee per payment | Agreement § 4.2A |
| Late payment interest | 1.5% per month or the maximum permitted by law | Agreement § 4.3 |
| Implementation or onboarding fee | As stated on the Order Form | Due on execution, earned on commencement, non-refundable (Agreement § 4.10) |
Response targets are measured from receipt of a properly submitted request during support hours. They are operational objectives, not commitments. No credit, refund, Fee reduction, or termination right arises from a missed target, and nothing in this Section creates an availability or uptime commitment (Agreement § 2.15).
| Severity | Definition | Target first response |
|---|---|---|
| 1: Critical | The Services are unavailable to all Authorized Users of a Company Database and no workaround exists | Within 2 support hours |
| 2: High | A core function is unavailable or materially impaired for multiple Authorized Users and no reasonable workaround exists | Within 4 support hours |
| 3: Normal | A function is impaired for one or a few users, or a workaround exists | Within 1 support day |
| 4: Low | Question, guidance request, cosmetic issue, or enhancement request | Within 3 support days |
| Optional billable request | A request subject to Agreement § 3.13 | Estimate provided within 3 support days. No optional work is performed until the estimate is approved. Charges governed by Agreement § 3.14 are not subject to this row. |
Provider assigns severity in its reasonable discretion by reference to the definitions above. A request is not Severity 1 solely because Customer designates it as such.
Confidentiality of operating detail. This Schedule describes outcomes, not methods. The technologies, configurations, vendors, intervals, controls, and procedures by which Provider achieves them are Provider Confidential Information and trade secrets under Sections 7.3A, 12.5, and 13 of the Agreement, and Provider is under no obligation to disclose them. Nothing in this Schedule is a representation as to the composition or architecture of the Services, and Section 9.4 of the Agreement applies to this Schedule in full.
Schedule Z | Version 11 | Effective September 1, 2026
Permanent address: /legal/omis-schedule-z-v11.html
The Plug Group · Schedule Z: Service Levels, Support Scope, and Fees · Version 11