This Support Plan Subscription Agreement (“Agreement”) is an addendum to the General Terms and Conditions, referred to herein as “Terms”, established by Simbase Inc. (“Simbase”). By subscribing to a Support Plan, the subscriber (“Subscriber”) agrees to be bound by the terms of this Agreement, which supplement and, where specified, supersede the Terms.
This Agreement governs the provision of paid support services under the Priority Support Plan and the Instant Support Plan (each a “Support Plan” and collectively the “Support Plans”). Both Support Plans are governed by the same terms set forth in this Agreement, except where expressly stated otherwise.
1. Description of Support Plans
1.1 Scope of Support
Simbase provides platform-level connectivity support to all customers. Support Plans do not change the scope of what Simbase supports. Support Plans change how quickly and predictably Simbase responds to support requests.
All support, regardless of plan, is limited to:
Connectivity management: managing SIM connectivity and network availability.
Network data visibility: usage data, session metadata, and reporting via the Simbase Dashboard and APIs.
Assisted diagnostics: reviewing modem logs or diagnostics provided by the Subscriber.
Platform guidance: help with Simbase features, billing behaviour, and connectivity concepts.
Support does not cover access to payload or transmitted data, remote access to Subscriber devices, hands-on configuration of third-party hardware or software, device training, custom development work, or refunds for high data usage unless caused by a confirmed Simbase issue.
1.2 Support Plans Available
Priority Support Plan: Provides guaranteed response times and higher queue priority than the default Starter Support level. Priority Support is intended for production deployments that require reliable and predictable response times.
Instant Support Plan: Provides the fastest guaranteed response times, the highest queue priority, and direct escalation to senior support resources. Instant Support is intended for mission-critical deployments where response speed is essential.
1.3 Eligibility
Support Plans are accessible to all Simbase customers. Subscription to a Support Plan does not affect the Subscriber’s data rates, coverage plans, or other services, except as expressly stated in this Agreement.
2. Guaranteed Response Times
2.1 Ticket Priority Classification
All support tickets submitted under a Support Plan are classified into one of the following priority levels:
P1 – Critical: Fleet-wide outages, security incidents, or billing blocks impacting production systems.
P2 – High: Partial outages, blocked onboarding, or major service degradation.
P3 – Normal: How-to questions, configuration requests, and non-urgent issues.
Simbase reserves the right to reclassify tickets if, upon review, the submitted priority level does not accurately reflect the nature or impact of the issue.
2.2 Response Time Guarantees
The following guaranteed response times apply from the moment a ticket is correctly submitted and classified:
Priority Support Plan:
P1 – Critical: 4 hours
P2 – High: 8 hours
P3 – Normal: 24 hours
Instant Support Plan:
Starter Support (free) operates on a best-effort basis with no guaranteed response times.
2.3 Important Clarifications
All guaranteed response times refer to the time to first response. Support Plans do not guarantee resolution times. Response times are measured from when a ticket is correctly submitted and classified. Response time guarantees apply only to the Priority Support Plan and the Instant Support Plan. The default Starter Support level operates on a best-effort basis.
3. SLA Guarantees and Penalties
3.1 SLA Commitment
Simbase commits to meeting the guaranteed response times set out in Section 2.2 for all tickets submitted under a Support Plan. If Simbase does not meet the agreed response time for a ticket, an SLA penalty is invoked.
3.2 SLA Penalty Structure
If Simbase fails to meet a guaranteed response time, the Subscriber may request a service credit (a “Response Assurance Credit”) directly within the relevant support ticket. Upon validation by Simbase, the following credit will be applied to the Subscriber’s account:
P3 – Normal: One (1) month of the applicable Support Plan fee credited.
P2 – High: Two (2) months of the applicable Support Plan fee credited.
P1 – Critical: Three (3) months of the applicable Support Plan fee credited.
Response Assurance Credits must be requested within the support ticket in which the missed response time occurred. Credits are issued against future invoices or deducted from the Subscriber’s account balance. Credits are not redeemable for cash.
3.3 SLA Exclusions
SLA penalties apply only to guaranteed response times. SLA penalties do not apply to resolution times, issues outside Simbase’s control, or tickets that are incorrectly classified by the Subscriber. Simbase reserves the right to validate all SLA breach claims before issuing credits.
4. Fees and Payments
4.1 Monthly Fees
Support Plans are billed on a monthly basis. The monthly fee for each Support Plan is determined based on the plan selected and the applicable pricing as published on the Simbase dashboard or website. Any adjustments to these fees will be communicated to Subscribers at least two (2) weeks in advance.
4.2 Billing Method
Support Plan fees will be automatically deducted from the Subscriber’s pre-funded account balance or charged via the Subscriber’s invoicing arrangement, where applicable. Subscribers must have either automatic balance recharge enabled or an invoicing arrangement in place with Simbase.
4.3 Billing Cycle and Timing
The Support Plan becomes active upon activation and onboarding. The first charge is applied on the first (1st) day of the calendar month following activation. Subsequent charges are applied on the first (1st) day of each calendar month thereafter for the duration of the subscription.
No Refunds: There are no refunds for unused time within any billing period. If the subscription is cancelled mid-term, the Subscriber remains responsible for any fees already charged or accrued.
5. Subscription Term and Cancellation
5.1 Minimum Commitment
Each Support Plan has a minimum commitment period of twelve (12) months from the date of activation (the “Initial Term”). During the Initial Term, the Subscriber may not cancel the Support Plan subscription. The Subscriber remains liable for all monthly fees for the full duration of the Initial Term, regardless of usage.
5.2 Renewal
After the Initial Term, the Support Plan subscription will automatically renew on a month-to-month basis unless cancelled by the Subscriber in accordance with Section 5.3.
5.3 Cancellation Process
Cancellation of a Support Plan subscription is only possible after the completion of the Initial Term. Cancellation must be requested via support@simbase.com or through the Simbase Support Portal. Cancellation takes effect on the first (1st) day of the calendar month following the cancellation request. Upon cancellation, the Subscriber reverts to Starter Support (free), which operates on a best-effort basis with no guaranteed response times.
6. Opt-In Procedures
6.1 Starting the Subscription
Subscribing to a Support Plan is available on the platform for both Admin and Finance user roles. By granting accounts these roles, the Subscriber acknowledges and approves that these users have the authority to subscribe to additional services, including Support Plans.
6.2 Plan Changes
Subscribers may upgrade from the Priority Support Plan to the Instant Support Plan at any time. An upgrade takes effect immediately and initiates a new twelve (12) month Initial Term from the date of the upgrade. Subscribers may downgrade from the Instant Support Plan to the Priority Support Plan only after the completion of the applicable Initial Term. Downgrades take effect on the first (1st) day of the calendar month following the request.
7. Termination and Suspension
7.1 Simbase’s Rights
If a Subscriber’s account maintains a negative balance for more than seven (7) days, Simbase retains the right to cancel the Support Plan subscription. During the period in which the account balance is negative, costs associated with the Support Plan will continue to accrue and must be paid once the account balance is restored to a positive status.
Continued Charges: The Support Plan subscription will continue to incur monthly fees even while the account balance is negative. These fees must be settled when the account returns to a positive balance.
Non-Automatic Suspension: The subscription is not automatically paused when the account balance is negative. It is the Subscriber’s responsibility to manage their account balance and ensure timely payments to avoid disruption in service.
Subscribers remain responsible for maintaining their balance throughout their subscription period.
8. Modifications to Service
8.1 Service Changes
Simbase reserves the right to modify the terms of the Support Plans, including but not limited to the pricing, response time guarantees, and the structure of the plans, at any time. Simbase is committed to maintaining or enhancing the overall service quality whenever feasible.
Notification of Changes: Subscribers will be notified of any changes to Support Plan pricing, response time guarantees, SLA penalty structure, or plan terms via email and in-platform notifications at least two (2) weeks prior to the implementation of such changes.
Cancellation Rights: If modifications materially reduce the level of service under a Support Plan, Subscribers who have completed their Initial Term retain the right to cancel their subscription in accordance with Section 5.3. Subscribers within their Initial Term may request early termination by contacting support@simbase.com, subject to Simbase’s discretion.
By continuing to use a Support Plan after any modifications have been communicated, the Subscriber agrees to be bound by the updated terms.
9. Limitations
9.1 Scope Limitations
Support Plans guarantee time to first response, not time to resolution. Support Plans do not provide a dedicated support engineer, device-level intervention, or access to services outside the scope described in Section 1.1. The Subscriber acknowledges that Simbase’s ability to resolve issues may depend on factors outside of Simbase’s control, including but not limited to third-party network conditions, Subscriber hardware or software, and Subscriber-provided diagnostics.
9.2 Liability
Simbase’s total liability under this Agreement for any SLA breach shall be limited to the service credits described in Section 3.2. Service credits represent the sole and exclusive remedy of the Subscriber for any failure by Simbase to meet guaranteed response times.
10. Legal and Compliance
10.1 Governing Law
The terms and conditions of the Support Plan subscription are governed by the same laws as those specified in the General Terms and Conditions of Simbase Inc.. The governing law is outlined in Section 20 of the General Terms and Conditions.
10.2 Dispute Resolution
Disputes arising specifically from the Support Plan subscription will be handled in accordance with the dispute resolution procedures outlined in the General Terms and Conditions. This includes initial resolution attempts through customer support, followed by mediation, and if necessary, escalation to arbitration or litigation as detailed in Section 20 of the General Terms and Conditions.
10.3 Integration with General Terms
These Support Plan subscription terms are intended to supplement the existing General Terms and Conditions of Simbase Inc.. In the event of any conflict between these subscription terms and the General Terms and Conditions, the General Terms and Conditions will prevail.
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IN WITNESS WHEREOF, the Subscriber acknowledges and agrees to the terms set forth herein upon subscribing to a Support Plan. This Agreement becomes effective upon the Subscriber’s acceptance of these terms.
