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 support hours applicable to Customer, as communicated to Customer during onboarding, excluding weekends and public holidays observed by Akto .

Unless otherwise defined in this Support Guide, capitalized terms used herein will have the meanings given to them in the applicable agreement or Order Form between Akto and Customer.

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
Slack/ Teams/ GMeet Support	Support on dedicated collaboration channels

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. For clarity, the uptime commitment and any related Service Credits are separately governed by Sections 6 through 10 of this Support Guide.

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% Monthly Uptime Availability of the Akto-hosted portion of the Software for each calendar month during the applicable subscription term.

The Akto-hosted portion of the Software will be deemed “available” so long as Authorized Users are able to log in to the Service interface and access data.

Monthly Uptime Availability Percentage shall be calculated as follows:

Monthly Uptime Availability Percentage = ((Total Time – Downtime) / Total Time) × 100

For purposes of this Section:

“Total Time” means the total number of minutes in the applicable calendar month.

“Downtime” means the total number of minutes during which Authorized Users are unable to access the Akto-hosted portion of the Software, excluding any downtime or unavailability described in Section 7 below.

7. Uptime and Support Target Exclusions

For purposes of calculating Monthly Uptime Availability, determining Downtime, and applying support targets, the following will be excluded:

scheduled maintenance;
emergency or other unplanned maintenance reasonably necessary to protect the security, integrity, or availability of the Software;
downtime caused by Customer, Customer’s cloud infrastructure, systems, configurations, credentials, network, internet service provider or integrations;
unavailability or degradation resulting from Customer’s use of the Software in excess of applicable licensed capacity, usage limits, or technical limitations communicated to Customer;
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.
unavailability resulting from actions reasonably taken by Akto to prevent, mitigate, or respond to an actual or reasonably suspected security threat, vulnerability, attack, or security incident.
unavailability resulting from routine automated scaling, failover, or high-availability events;

8. Service Credits

If Customer reasonably believes that the Monthly Uptime Availability commitment applicable to Customer’s use of the Akto-hosted portion of the Software was not met during a calendar month, Customer may submit a claim for a Service Credit in accordance with Section 9 below.

Once the claim has been verified by Akto, for purposes of determining the applicable Service Credit, qualifying Downtime shall be measured from the time Customer notifies Akto of the applicable outage in accordance with Section 9 and shall continue until access to the affected Akto-hosted portion of the Software is restored.

Subject to the terms and conditions of this Support Guide, for a qualified claim, Akto will issue a Service Credit equal to one percent (1%) of the monthly Subscription Fees for the affected Software where: (a) there has been a period of at least one hundred twenty (120) consecutive minutes of qualifying Downtime; and (b) the Monthly Uptime Availability commitment for the applicable calendar month has not been met. Provided that: (i) no more than one Service Credit will be issued in any calendar day; and (ii) the aggregate amount of Service Credits issued for any calendar month shall not exceed one (1) day of the monthly Subscription Fees for the affected Software.

For purposes of this Section, “monthly Subscription Fees” means one-twelfth (1/12th) of the annual subscription fees payable for the affected Software for the applicable contract year in which the qualifying Downtime occurred under the applicable Order Form, SOW, or other ordering document, and excluding any fees attributable to professional services, implementation, consulting, or other non-subscription services.

Service Credits issued under this Section will be applied against future Subscription Fees payable for the affected Software and will not be redeemable for cash or transferable. Where Customer purchases the affected Software through an authorized reseller or other channel partner, any applicable Service Credit may be issued through such reseller or channel partner, as applicable, rather than directly to Customer.

9. Claim Process

If Customer believes it is entitled to a Service Credit, Customer must notify Akto by opening a support ticket through the applicable support channel or by emailing support@akto.io within twenty-four (24) hours of the start of the applicable outage.

A claim should include reasonable details regarding the outage, including, where available, the affected Software, date and time of the outage, duration, affected users or environment, and any other information reasonably necessary for Akto to investigate the claim.

Akto will use commercially reasonable efforts to review properly submitted claims promptly and in good faith based on Akto’s technical records and the information provided by Customer.

Customer shall provide reasonable information and cooperation requested by Akto to investigate and verify the claim. Akto’s determination of a properly submitted claim will be final for purposes of determining eligibility for and the amount of any Service Credit under this Support Guide.

10. Service Credit Eligibility

To qualify to receive Service Credits under this Support Guide, Customer must: (a) be in good standing and not delinquent in payment of undisputed fees; (b) have onboarded the affected Software for at least sixty (60) days; (c) submit the applicable claim within the timeline specified in Section 9; and (d) ensure that the applicable Downtime is not attributable to any of the exclusions specified in Section 7.

This uptime commitment and the Service Credit provisions do not apply to trials, evaluations, beta, preview, non-production, or no-cost services.

11. 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.