1. Overview

Akto provides technical support for the Software and Services in accordance with its then-current standard support hours, response targets, support processes, and escalation matrix, unless different support terms are expressly specified in the applicable Order Form.

Unless expressly stated otherwise in the applicable Order Form, all support is provided remotely during Akto’s standard business hours.

For purposes of this Support Guide, “Business Hours” means Akto’s standard business hours, excluding weekends and public holidays observed by Akto.

2. Support Channels

Customers may raise support requests through the following channels:

Channel	Details
Dedicated Support Portal	Portal access will be provided at the time of onboarding
Email Support	support@akto.io

Support requests should include a clear description of the issue, severity, affected environment, screenshots/logs where available, and any steps already taken by Customer.

3. Issue Severity and Response Targets

Akto will use commercially reasonable efforts to respond to support requests based on severity and business impact.

Severity	Classification of Issue	Description / Examples	Initial Response Target	Target Solution / Workaround Time
P0	Business-critical error	Critical production issue materially preventing access to or use of the Services; e.g., login not working for all production users	4 Business Hours	8 Business Hours
P1	High-impact error with no workaround	Material functionality issue with no reasonable workaround; e.g., cannot detect policy violations	12 Business Hours	24 Business Hours
P2	Medium-impact error with workaround	Non-critical issue where a reasonable workaround exists; e.g., cannot create custom policies	16 Business Hours	5 Business Days

The above response and target resolution / workaround timelines are targets only and are not guaranteed resolution commitments unless expressly stated as binding service levels in the applicable Order Form. Support targets apply to issues within Akto’s reasonable control and exclude issues caused by circumstances listed in Section 7.

4. Remediation Efforts

Upon becoming aware of an issue, Akto will use commercially reasonable efforts to:

restore, correct, or re-perform the affected Services;
prioritize the applicable issue and allocate appropriate resources to resolve the issue;
implement reasonable workarounds or alternative solutions to mitigate the impact of the issue; and
provide reasonable status updates to the Customer until the issue is resolved.

5. Escalation Matrix

If an issue is not resolved within a reasonable period following Akto’s acknowledgment, or if Customer reasonably believes the issue is having a material impact on its operations, Customer may request escalation through the support channel.

Severity	Escalation Trigger	Escalation Level	Contact Role
P0	If not resolved within 4 Business Hours	Level 1	Support Lead
P0	If not resolved within 8 Business Hours	Level 2	Engineering Manager
P0	If not resolved within 1 Business Day	Level 3	Head of Engineering
P1	If not resolved within the applicable Target Solution / Workaround Time	Level 1	Support Lead
P2	As reasonably required	Level 1	Support Team

Upon escalation, Akto will use commercially reasonable efforts to assign an appropriate technical lead, acknowledge the escalation within a reasonable period, and continue providing periodic status updates until the issue is resolved.

6. Uptime Commitment

Akto will use commercially reasonable efforts to maintain 99.5% uptime availability of the Akto-hosted portion of the Services for each calendar month during the applicable subscription term.

The Services will be deemed “available” so long as Authorized Users are able to log in to the Service interface and access data.

7. Uptime and Support Target Exclusions

For purposes of calculating uptime and applying support targets, the following will be excluded:

scheduled maintenance;
emergency maintenance;
downtime caused by Customer, Customer’s cloud infrastructure, systems, configurations, credentials, network, or integrations;
downtime caused by Third-Party Services;
Force Majeure Events;
suspension due to non-payment or breach of the applicable agreement; and
unavailability resulting from misuse, unauthorized use, or use not in accordance with the Documentation.

8. Updates to this Support Guide

Akto may update this Support Guide from time to time. Unless otherwise agreed in the applicable Order Form, the then-current version of this Support Guide will apply to support services provided by Akto.

No update will materially reduce support commitments expressly agreed in an active Order Form.