Appendix 4 - Support Agreement Descriptions

Version: 3.1

Publication date: January 1, 2026

Part of: Link Business / Enterprise Terms and Conditions

1. INTRODUCTION

This appendix outlines the support agreement options available for customers using the Link SaaS integration platform. The Supplier’s support services are designed to provide customers with the necessary guidance to use the platform efficiently and ensure timely assistance when needed.

The Supplier is committed to delivering high-quality support to help customers achieve seamless integration. Three levels of support agreements are offered: Core, Premium, and 24/7, each tailored to different operational needs and service expectations. Customers can select the level that best suits their business requirements.

All customers have access to basic how-to support, providing them with essential assistance. This service is always included in the Link application fee and is only available during normal Danish business hours (08.00 – 16.00 CET).

All customers can access Bizbrains’ support and the technical team via Email, Phone, and the Support System. All support cases and requests are logged in Bizbrains’ ITSM system, and the Customer will always be able to track all requests in the system. For requests outside the normal opening hours (24/7 agreement), the Customer must contact the support via phone (a special support number will be provided by the Supplier). If the Customer fails to do so, the Supplier can’t guarantee to answer within the Guaranteed Response Time.

2. OVERVIEW OF SUPPORT AGREEMENT TYPES

The table below shows which services are available under each of the three available support agreement types: Core Support, Premium Support and Premium 24/7 Support.

3. DETAILED DESCRIPTIONS

3.1.          Service incident

A “Service Incident” refers to any issue, error, outage, degradation, or failure that originates from the core SaaS platform, including but not limited to the infrastructure, shared services, underlying codebase, or standard features available to all customers. Service incidents will be corrected by the Supplier free of charge.

3.2.          Customer incident

A “Customer Incident” refers to any issue or error that arises specifically from a custom implementation, configuration, integration, or extension developed uniquely for the Customer as part of a tailored solution. This includes incidents tied to custom workflows, customer-specific data pipelines, third-party integrations commissioned by the Customer, or any deviations from the standard platform offering that have been scoped and delivered on a per-customer basis.

3.3.          Guaranteed Response Time

Response times indicate the maximum time within which our support team will acknowledge and begin working on a reported incident.

The Provider guarantees an initial response to support requests within the listed timeframes. For the purposes of this Agreement, "business hours" are defined in Section 3.4 (Opening Hours). The response time is calculated strictly within these business hours. For illustrative purposes, a support request submitted one (1) hour prior to the end of the business day will receive a response no later than one (1) hour after the start of the next business day.

3.4.          Opening Hours

Core & Premium Support: Available from 08:00 to 16:00 (CET) on business days, excluding public Danish holidays. 24/7 Support: Available at all times, including weekends and holidays.