VeloDB Support Services Policy

Effective Date: June 15, 2026

Last Updated: June 15, 2026

This VeloDB Support Services Policy (this "Support Policy") describes support for VeloDB products and services ordered by Customer. This Support Policy supplements the applicable VeloDB General Terms and Conditions, Order Form, product addenda, and other documents incorporated into the Agreement. Capitalized terms not defined in this Support Policy have the meanings given in the Agreement.

This Support Policy describes support processes and response targets. It does not create service availability commitments, service credits, recovery time objectives, recovery point objectives, or security incident notice commitments. Availability commitments and service credit remedies, if any, are described in the applicable VeloDB Cloud Service Level Agreement and Order Form.

1. Defined Terms

"Agreement" means the applicable agreement between Customer and VeloDB for the ordered Services, including the applicable Order Form, the VeloDB General Terms and Conditions if incorporated, product addenda, and policies incorporated into those documents.

"Business Hours" means the business-hours support coverage applicable to Standard Support under the applicable Order Form, support plan, or VeloDB-published support materials.

"Customer" means the entity or individual identified in the applicable Order Form or Agreement.

"Order Form" means an ordering document, online checkout, marketplace order, statement of work, or other written ordering record accepted by VeloDB that identifies Services purchased by Customer.

"Priority Support" means the upgraded support plan identified as Priority Support in the applicable Order Form, support plan, or VeloDB-published support materials.

"Standard Support" means the standard support plan identified as Standard Support in the applicable Order Form, support plan, or VeloDB-published support materials.

"Support Case" means a single support request submitted through a VeloDB-designated support channel.

"Support Materials" means information, logs, metrics, configuration details, diagnostic packages, screenshots, attachments, reproduction steps, access details, session records, or other materials submitted by Customer or generated through a support workflow.

"Support Services" means support services for the ordered Services provided by VeloDB under the Agreement, the applicable Order Form, and this Support Policy.

2. Scope and Performance of Support Services

VeloDB will provide Support Services for the ordered Services in accordance with the applicable Order Form, support plan, this Support Policy, and approved VeloDB support materials. Customer-specific support tiers, support coverage, exceptions, or additional commitments apply only if stated in the applicable Order Form, support plan, statement of work, or approved customer-facing support materials.

VeloDB-published support materials state that every product purchase includes Standard Support, and that Priority Support is available as a separate upgrade. Support Services are intended to assist with technical questions, troubleshooting, support case triage, service operation, and issue investigation relating to the ordered Services.

Professional services, consulting services, customized training, custom development, migration assistance, and on-site support are included only if stated in the applicable Order Form, statement of work, support plan, or approved VeloDB support materials. VeloDB-published professional services materials describe consulting services and customized training as priority-support benefits.

3. Support Channels and Case Intake

Customer may request Support Services through the VeloDB ticketing system, a VeloDB-designated support portal, support@velodb.io, or another channel designated by VeloDB for the applicable Services or support plan. Unless the applicable Order Form states another process, Service Credit requests under the SLA may also be submitted through the VeloDB ticketing system, a VeloDB-designated support portal, or support@velodb.io.

Customer should include information reasonably needed to route and investigate the Support Case, such as account name, relevant organization or cluster identifiers, affected Services, business impact, approximate dates and times, error messages, logs, configuration details, reproduction steps, and other Support Materials reasonably available to Customer.

If Customer includes Customer Personal Data when contacting support, that data may be processed by support subprocessors identified in the VeloDB Subprocessor List, including support-related email, collaboration, and messaging providers listed there.

4. Support Plans and Initial Response Targets

The following initial response targets apply unless the applicable Order Form, support plan, or approved customer-specific support materials state different support terms.

Support Plan	Support Hours	Case Submitters	Support Personnel	Initial Response Targets	On-Site Support
Standard Support	Business Hours	Unlimited	Technical Support Team	Urgent: 1 hour; High: 4 hours; Normal: 2 business days	Not available
Priority Support	24/7/365	Unlimited	Dedicated Technical Support Experts	Urgent: 10 minutes; High: 2 hours; Normal: 1 business day	Available for critical business operations and significant issues, as described in the applicable support plan or approved support materials

Initial response targets are targets for VeloDB's first support response after a Support Case is submitted through an applicable support channel. They are not resolution times, workaround commitments, availability commitments, service credits, or remedies.

VeloDB-published support materials currently use the priority labels Urgent, High, and Normal for initial response targets. Customer should identify the requested priority and business impact when opening a Support Case. VeloDB may handle the Support Case based on the applicable support plan, Customer-provided information, observed service condition, and any customer-specific support terms in the Order Form.

5. Customer Responsibilities

Customer is responsible for:

1. Maintaining accurate support contacts and authorized case submitters.
2. Providing timely information, logs, configuration details, reproduction steps, diagnostic materials, approvals, and cooperation reasonably requested by VeloDB.
3. Maintaining Customer-controlled systems, cloud accounts, networks, identities, credentials, keys, applications, data pipelines, integrations, permissions, capacity, and configurations.
4. Using the Services in accordance with the Agreement, Documentation, applicable Order Form, and Acceptable Use Policy.
5. Avoiding submission of restricted or unnecessary sensitive Customer Data in query text, logs, diagnostics, screenshots, samples, Support Cases, or attachments unless VeloDB has approved the use case in writing or the applicable Order Form, DPA, or approved support materials allow it.
6. Redacting unnecessary Customer Data, Customer Personal Data, or Customer Confidential Information from Support Materials where feasible.

For BYOC Services, Customer remains responsible for the Customer Cloud Environment, Customer Cloud Provider, Customer-controlled resources, Customer-controlled configurations, and maintenance of required permissions and resources, as described in the applicable BYOC Addendum, Order Form, Documentation, and support workflow.

6. Support Access, Diagnostics, and Support Materials

VeloDB may request Support Materials or temporary access reasonably needed to investigate, troubleshoot, maintain, secure, restore, or improve the Services. Customer should provide only materials reasonably needed for the Support Case and should redact unnecessary sensitive information where feasible.

Where support requires access to Customer-controlled environments, Customer-controlled cloud resources, or non-public Customer materials, such access is subject to Customer approval, available technical controls, the applicable Order Form, or the approved support workflow.

For BYOC Services, VeloDB's public Remote Support for BYOC documentation describes a temporary, approval-gated, time-bounded, and audited remote support model using an encrypted reverse tunnel initiated from inside the Customer environment through the BYOC Agent. Customer-specific support restrictions, access locations, approval workflows, evidence-sharing terms, or emergency processes apply only when documented in the applicable Order Form, approved exhibit, support workflow, or signed written commitment.

Support Materials may contain Customer Data, Customer Personal Data, or Customer Confidential Information depending on Customer's inputs, feature configuration, enabled logging, and support workflow. Such materials are handled under the Agreement, applicable Data Processing Addendum, Security Addendum, Subprocessor List, approved retention or offboarding materials, and any applicable Order Form or customer-specific exhibit.

7. Support Records and Support Artifact Handling

VeloDB's public Customer Offboarding Guide describes support artifact handling during offboarding. Tickets and message history may remain in the support system as business records unless Customer requests deletion. Diagnostic bundles, attachments, and screenshots can be deleted on request, subject to any legal hold. Session logs from support connections are retained for a limited period and then removed automatically.

To request deletion of support artifacts, Customer should send a written request to VeloDB support listing the tickets and attachments Customer wants removed. Exact retention, deletion, legal hold, and backup treatment may depend on the Agreement, DPA, applicable law, approved retention or offboarding materials, and any customer-specific Order Form or exhibit.

8. Exclusions

VeloDB is not responsible under this Support Policy for issues caused by:

1. Customer-controlled infrastructure, cloud accounts, cloud-provider services, networks, applications, credentials, keys, data pipelines, integrations, permissions, capacity, or configurations.
2. Third-party services, marketplaces, resellers, identity providers, monitoring tools, data sources, data sinks, applications, or integrations not controlled by VeloDB.
3. Unauthorized use, unsupported modifications, use outside Documentation, violation of the Agreement, or violation of the Acceptable Use Policy.
4. Customer's failure to provide information, access, approvals, logs, diagnostic materials, or cooperation reasonably required to investigate or resolve an issue.
5. Trials, free services, evaluation environments, preview features, beta features, testing clusters, proof-of-concept clusters, non-production clusters, or other excluded services, unless VeloDB expressly states otherwise in writing.
6. Professional services, consulting services, customized training, custom development, migration assistance, or on-site support unless included in the applicable Order Form, statement of work, support plan, or approved support materials.
7. Availability failures, service credit requests, or service-level exclusions governed by the applicable SLA or Order Form.
8. Any other circumstance outside VeloDB's reasonable control or excluded under the Agreement, applicable Order Form, product addendum, SLA, or incorporated policy.

9. Relationship to Other Terms

This Support Policy describes support scope, channels, response targets, customer responsibilities, diagnostic handling, support access, support records, and support exclusions. It does not modify the SLA, DPA, Security Addendum, Subprocessor List, Acceptable Use Policy, BYOC Addendum, Cloud Addendum, public Documentation, or any customer-specific Order Form terms.

If this Support Policy conflicts with an Order Form regarding customer-specific support terms, the Order Form controls for that subject matter. If this Support Policy conflicts with the DPA regarding Processing of Customer Personal Data, the DPA controls for that subject matter. If this Support Policy conflicts with the Security Addendum regarding security controls, the Security Addendum controls for that subject matter.

Support response targets under this Support Policy are separate from service availability commitments under the SLA.

10. Updates

VeloDB may update this Support Policy from time to time by website posting, email, account notice, support portal notice, or another reasonable mechanism. During an active Order Form term, VeloDB will not materially reduce the support commitments for the applicable ordered Services unless required by law, expressly permitted by the applicable Order Form, or agreed by Customer.